Whether you’re a strapping young VP of Support for a Fortune 500 or perhaps you’re the Manager of the IT department at a much smaller business, you’ve gone years overlooking key statistics that will later come to haunt your next quarter end goals. The numbers are: 58%, 86%, and “5x.”
- 58% signifies the percentage of people who are “not at all satisfied” with the IVR system that is powering your call center.
- 86% represents the percentage of people who want to have the option of opting out to a live agent.
- 5X is the average cost of acquiring a new customer, as opposed to engaging your existing ones correctly.
Now, if this isn’t alarming, I’m not sure what is. With the social stream becoming extremely active and easily accessible, customers are going to extraordinary heights to share their negative sentiment, as well as their positive ones. If you don’t believe me, see it for yourself.
This is no gimmick folks, it’s a call-to-action. Which spectrum will you fall in to?
We will continue to ask these tough questions and others like it at the Citrix Synergy 2012 Event in San Francisco. We’re both excited, and honored that we’ll be able to present our solution at an event of such high caliber. We want to thank the Citrix Accelerator team for being very hospitable and accessible in our time in their incubator. We hope to see you all there!