TEWKSBURY, Mass – (work wire) – Engageware, a leading provider of customer engagement solutions, announced today that more than 1 billion appointments have been scheduled via its award-winning appointment scheduling software. Third Bank Fifth, a longtime Engageware customer, has successfully set the billionth date to support mortgage purchase.
This appointment marks the evolution of appointment scheduling in the organization from an innovative approach to customer interaction many years ago to an essential part of customer engagement today. Market leaders in all industries, including retail (David’s Bridal, Crate & Barrel), financial services (Third Fifth Bank, Bank of Regions), healthcare (Quest Diagnostics), and hundreds more, trust Engageware’s scheduling to differentiate their service offerings. , improve business efficiency, and maximize customer satisfaction.
Scheduling over one billion appointments is a critical event that demonstrates the growing demand for scheduling appointments and the effectiveness of technology in providing customers with a more personalized interactive experience. It’s clear how committed consumers are to the practice of scheduling when you consider the following representation of the mega-billion scale:
On average, each appointment takes 39 minutes. Therefore, one billion appointments equates to more than 74,200 years or more than 27 million days of scheduled customer interactions.
One billion appointments amount to at least 350 billion dollars in business value.
Engageware developed the appointment scheduling category over twenty years ago, paving the way for the appointment economy. COVID has accelerated business imperative and consumer demand on pre-scheduled single engagements. 2021 had more appointments booked than any other year in Engageware’s history, demonstrating that appointment scheduling has become an essential part of customer engagement best practices.
Bill Clark, CEO of Engageware, said, “We pioneered the concept of online appointment scheduling over 20 years ago with the vision of changing the way organizations interact with and communicate with customers. The first appointment has been a game changer, and while capabilities have evolved dramatically based on On our partnerships with our clients, our mission remains the same – to help organizations provide high-value client engagements that drive measurable growth.”
The economic benefits of business engagements beginning with hiring are significant. Appointment scheduling is now a powerful tool for converting online browsers into in-store buyers, engaging customers at the peak of their interests and delivering on the promise of a more human and personalized shopping experience. According to Engageware research, shoppers spend three times more on appointments than on visits. Additionally, financial institutions using appointment scheduling booked 118% more loans in Q221 than the industry average from a study of 2021 Q2 data from the Federal Insurance Institute (FDIC) and NCUA.
Engageware’s solution creates real business impact and facilitates deeper customer engagement through customization. Increased conversion and revenue generation, appointment scheduling translates into big bucks. The intuitive design is easy to use, and delivers high-value, frictionless interactions from start to finish, across multiple channels, delighting customers. Additionally, the solution provides analytics data and insights to improve customer service satisfaction levels, drive measurable growth and generate efficiencies across the organization.
“At Regions Bank, our focus is on building customer relationships and making sure we have care built in — knowing their life goals and helping them each customer have the financial freedom and stability to reach them,” said Eric Dixon, Associate Vice President, Omni-Channel CRM, Consumer Solutions Group at Regions Bank. The ability to offer personalized and one-to-one appointments and expertly match customers with the right supplier has played an important role in driving new and existing customer engagement.”
David’s Bridal has made pivotal changes to its strategy with a focus on customer service, appointment scheduling, ‘virtual design’, in-store consulting and virtualization powered by Engageware. “Scheduling appointments is a huge part of our customer-centric strategy going forward. It allows customers to take center stage and gives our employees a powerful planning tool to ensure they are able to provide the best personalized service possible for each appointment,” said Bob Walker, head of retail at David’s Bridal.
Clark added: “A milestone of this magnitude is unbelievable and marks a new era of customer engagement. A billion of anything is so rare. This achievement has moved the world one appointment at a time – and continues to grow exponentially as enabled by Engageware technology and category expertise. “.
Engageware (formerly TimeTrade SilverCloud) provides industry-leading technology and technical expertise to help organizations better engage their customers. Trusted by more than 500 organizations, our self-service, appointment scheduling, and knowledge management solutions – combined and integrated with those of our market-leading partners – make it easy for customers to answer their questions quickly, connect to the right resources when schedule expertise is required, and get experience Consistent and efficient when the help of a representative is needed. Organizations using our customer engagement solutions deliver high-quality customer experiences regardless of channel – enabling faster growth with greater efficiency. For more information, visit engageware.com.
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