Jane is put on hold while the agent refers to two screens and multiple schedules to identify staff expertise, calendars, and locations.
Hi, I need to make an appointment with a mortgage advisor in Toronto, early September.
Hello? What’s your name? Are you already a customer?... Ok, just hold on, let’s see what we have open...
Jane is put on hold while the agent refers to 2 screens and a sheaf of paper schedules to identify staff expertise, calendars, locations.
5 minutes pass.
Meanwhile, a call queue is forming.
Jane gets frustrated waiting and hangs up.
You need to accelerate the booking process and reduce call handle time.
Learn more about the Contact Center Experience.
It’s Jane again, still trying to book an appointment with her bank.
She’s having a busy day, and really would rather book an appointment online as quickly as possible.
I can schedule massages online, order groceries and buy flights...why not book an appointment with my bank? Oh...here’s a link.
Jane finally finds an appointment booking form on her bank’s website. It’s really long.
You need to remove friction from the customer booking experience.
Learn more about Coconut’s Customer Experience.
You need to increase appointment volume and improve branch efficiencies.
Learn more about the Branch Experience.
Jane just had the worst time trying to book an appointment with her bank, but sadly, we’ve all been there.
If your organization and your customers are experiencing some of these challenges across the appointment lifecycle, it may be time to implement an appointment management solution.