“...an extra $19 million in sales and services costs that could have been avoided
if the website had enabled users to complete their goals online.”
Megan Burns, Forrester Research*
Reduction in Customer Care Costs
Website visitors can resolve issues and questions using Q-go’s online customer service application rather than engaging and interacting with your company’s contact center agent via phone or email.
Call volumes significantly decrease, between 20-35%, after the deployment of Q-go’s application.
Using the Q-go application, your customer’s inquiries or issues are solved at the first point of contact and they don’t need to contact you again regarding the same issue.
First-contact resolution is an important metric because it’s an indicator of customer satisfaction, a customer’s propensity to repurchase, and higher operational costs.
Companies utilizing Q-go’s application find that they can replace part of their email support channel, resulting directly in much higher customer satisfaction and first-contact resolution rates, as well as lower costs.
Q-go guarantees a return on investment within 6 months.