Freespee

How to give mobile users (aka keen call abandoners) more attention

If you’ve not read our blog post on Segments & Recipes yet, I recommend you read it first. It will give you a bit of context.
We’ve discussed the ‘expectation economy’ in previous blog posts – it’s a growing industry that we’re obsessed with at Freespee.
As customers have become aware of their growing power to shape a company’s future (and more importantly its bottom line) they’ve changed the consumer landscape – for the better.
In an economy where word of mouth has the power to instantly turn a local product launch into a global one, or reward exceptional customer experience with a legion of loyal and ‘cheerleading’ followers, the customer is once again becoming the priority for brands who want to survive and succeed.
These expectations have been driven by digitalisation and increasing mobile usage, in particular the immediate response that consumers now expect from brands.
Our data proves the (what may seem obvious) assumption that the device used to browse a website has a huge impact on the caller’s behaviour and their expectations of that call.
If the future caller visits your website with their smartphone, they are 30-40% more inclined to abandon the call quicker if put on hold or in a waiting queue.
Like I said, we’re obsessed with the expectation economy. This is because it highlights a problem that we want to help fix. We want your future customers to enjoy a smoother experience.
We can do this in a number of ways and over the next few weeks we’ll be releasing a series of videos that show you how. Using our new Segments & Recipes features, we’ll show you how to segment your calling customers and implement workflows to direct their call experience.
 
Up first: routing calls based on the visitor’s device (which, for the purpose of this example, is a mobile)
 

 When we were putting the feelers out with this product, most customers we approached said they’d most likely want to use segmentation and workflows to route calls coming from potential customers who are browsing their website on a mobile (presumably smartphone) and then calling from that device.
This use case allows you to create a segment that isolates website visitors browsing on a smartphone who go on to call your brand, ensuring that they are not held in a long call queue.
It’s super simple to set up (as you can see from the video above) but I’ve also outlined it below in 5 steps:
1. Create the segment by selecting the criteria ‘Device’ from the drop down list and choosing ‘Mobile’. This audience will be isolated from the rest:

 
Then create the workflow:
2. Click to create a new rule
3. Select the segment that you want to apply to this workflow. Define where the call will be routed – to a specific number or to a group of people
4. How the call will be distributed – broadcasted (sent to multiple people at the same time) or cascaded (sent in a defined order)
5. Once ready, click the slider to activate the workflow – all calls matching the segment will be routed based on the workflow

It’s in this simple way that companies can switch from being unable to filter callers or witnessing high abandonment rates to being able to prioritise calls and increase sales leads in a few clicks.
 
Next week
We’ll be looking into how you can route calls based on specific keywords. This is particularly useful for customers who want to prioritise callers who have been searching for either competitors or who are in the active researching phase of their journey.

If you are interested in trying these new features, please get in touch with your Customer Success Manager. If you are unsure who that is, please email henrietta.lawrence@freespee.com
If you are not a Freespee customer yet, please email sales@freespee.com to book a demo.