Case Study: Leading Web-Based Callback for Self-Service Company achieves better customer journeys with Virtual Hold Technology Solutions (VHT) Mindful

Offer a Web-based Callback for Self-service Customers

Leading Web-Based Callback for Self-Service Company needed a better way to support customers who started on self-service pages but still required agent help. Instead of abandoning the digital journey and calling the main phone line, customers were restarting the process, creating a poor experience and missed opportunities to learn where self-service was falling short. VHT, using its Mindful web-based callback scheduling capability, addressed this challenge.

VHT implemented a call scheduling form directly within the company’s self-service webpages so customers could request an ASAP callback or schedule one for later, without leaving the site. The result was a more efficient and effective customer journey that reduced voice channel calls and associated costs, while also providing journey data to help improve self-service and predict call volume.