Be able to put a call on hold
under review
Jon Eis
Most of our clients prefer to wait on hold when they want to talk to a specific individual instead of leaving a voicemail. Could there be an option to put a client on hold?
A client calls into the Parts Team and Bob answers. The client asks for Jim, however, Jim is finishing up with a client at the counter.
Currently today Bob can re-assign the ticket to Jim, however, it may end up just going to voicemail (not cool). OR Bob can press mute and keep the client on his line until Jim is available. However, another client is calling into the Parts Team. Now because Bob has the client muted Bob cannot answer the other incoming call.
Payton Douglass
under review
This is actively being worked on to add to our ExpertConnect Mobile Apps.
Payton Douglass
Kerri Eis
Being able to put a customer on hold so you can take in more then 1 call at a time would be huge, other wise we end up missing the call and having to call the customer back and that is not a pleasant experience for our customers. Using expert connect makes it easier for us working at the dealer ship but if I was a customer on the other end I would be frustrated. Even if we are on another call it should be able to let the customer know "all representatives are busy on other calls at this time, please wait and call will be answered in the order it was received" As a customer I do not necessarily like waiting on hold either but at least it lets me know something instead of silence or straight to voicemail and then having to call back or wait for a call back.
B
Bobbie LeFevre
The lack of a hold button is causing a painful customer experience. It is the largest customer complaint that we receive. Jon Eis said it best. Please get the hold button added soon. Thanks!
K
Kayla Gibson
Being able to put customer's on hold instead of just leaving them on mute would be very beneficial. In the short time our dept has been on Expert Connect, I've had many customer's question whether or not they are still on the call. I can hear them but I am away from the computer getting the person they want to talk to so can't unmute and answer them so they hang up. Hold option would eliminate this and other issues.
V
Vernon Heard
Our Parts counter has very heavy phone traffic daily and without a hold function they have an inordinate amount of missed calls. The Parts guys are able to follow up via the auto-created tickets but the customer experience gets a bit of a black eye.