Benefits of Snatch Support
The snatch response is an effective measure when a call center is overwhelmed with calls and cannot handle them all. It is a method that benefits both the company and the customer. Here we will introduce the benefits of adopting the snatch response.
The benefit for your company is that snatching reduces the risk of losing opportunities. If you call the call center and can’t get through, you may give up. If the abandoned call was an application or a sales meeting, you will lose dataset the opportunity to make a sale.
For example, if you advertise an event and solicit participants through email newsletters or SMS, your call center may be inundated with inquiries. If you cannot respond to inquiries, some customers may give up on participating because their questions remain unanswered. If you respond by providing a snap response, you may differentiation marketing: learn its importance receive a detailed explanation and have customers sign up to participate.
It will improve customer satisfaction
For customers, receiving a snap call reduces dissatisfaction and stress. It is stressful for customers to call and not be able to get through. Rather than having to call back multiple times because the line is busy or having to phone database wait a long time on hold, customers will feel less dissatisfied if they are answered immediately and told that they will be called back.
Although a snap call will keep customers waiting, they don’t have to wait on the phone. When a callback is offered, customers can choose to call back if they understand that the line is busy. If the call doesn’t connect, they may feel ignored and not have any information. If the call is answered immediately and the first response is given, customer satisfaction will increase.