Chapter 9: Implementing Callbacks
No one likes waiting on the phone on hold endlessly listening to hold music. Even if you're listening on speakerphone, your time still isn't yours. You are still bound to that phone, and it tends to make callers grumpy if they are on hold for more than a few minutes. Amazon Connect allows you to offer callbacks to callers instead. This capability enables your customers to go along with their daily activities and receive a call when an agent is available to help them. Callbacks are a great way to increase customer satisfaction.
This chapter will explain how to create a callback contact flow to implement this capability in your call center. Connect offers a sample callback contact flow. However, there are ways that we can improve the customer experience above and beyond these initial capabilities.
To accomplish this, in this chapter, we will cover the following topics:
- Solution overview
- Capturing the caller's number ...