Your call is important to us. Currently your wait time is eight minutes.

By:Jayesh Pajwani

09 Aug, 2021

For many companies customer service can look like trading floor of the 60s.

A limited number of customer service reps trying to address concerns of thousands of customers, each of whom wants to slide their concern into the queue before thousands of others already in queue. The result? “Your call is valuable to us; we are working to resolve your concern as soon as possible. The current wait time is around eight minutes.”

And there goes the music again. By the time the agent makes it to the customer, she’s been waiting a solid eight minutes, with her phone glued to her ears while listening to that darned music loop. Even with a stellar track record, a business like that would frustrate some even acoustically to say the least – and that customer was frustrated with, perhaps a little more, when she rang company’s support team in the first place.

To save the day, the best one can do is to get to the customer instantly. That, however, would send most businesses grasping at their severely thinning profit margins. Asking them to email or revisit support pages is no less than assuming that they haven’t tried the obvious. I wouldn’t want to do that; the caller has probably, just read them more intently than the person who wrote it in the first place. Leave a voicemail? No, thanks.

But hey - what about, “Leave a voicemail and we will try to resolve your issue within the next five minutes”? I’d hop on that bandwagon right on to test.

When someone calls looking for a personalized service experience, waiting for five minutes doesn’t make that very personal. An AI engine that can weed out prank calls, somehow make sense of the customer messages, find a resolution or at least get someone to call back could just be the final answer to the long wait times.

Sainapse instantly comprehends the real meaning in a voice mail and remediates instantly. Should the question be complex with no instant remedy Sainapse routes the call appropriately (having understood what’s it about and how complex it is) to an agent with recommendations that she could use to work on it.

Customers get their voice, and their service, while business can manage the costs.

Now that’s what I call a win-win. “Over.”




About the Author

Jayesh Pajwani

Flexible & adaptive senior leader with over 20+ years of experience in technology/ digital transformation finding innovative ways to grow revenue and increase margins. Well-versed in managing multi-million dollar budgets with full P&L responsibility, negotiating high-level contracts and building lasting relationships with clients, partners & associates.