Offer scheduling as an escalation path
Not all customer problems can be resolved in the first interaction. In such cases, you want to provide a clear escalation path rather than leaving your customers in the dark until a specific support expert is available.
With OnceHub, customers will know exactly when they will speak with the relevant subject matter expert. Customers can be invited to schedule a personalized support session, or if you already have the customer on the phone, you can book the session for them on the spot. Depending on the customer’s needs, the session can be a one-on-one meeting with a tier two support agent, or include subject matter experts from different departments. Once the session is booked, the scheduling link will be unavailable for future bookings.
Customer waiting time will be minimized and time-to-resolution will be reduced, ultimately improving customer satisfaction and loyalty.