Trish scours the brand’s website to contact support, but contact details are either buried or nonexistent.

Trish easily finds a click-to-call button on the brand’s site. Bada bing!

Trish finally finds a way to contact the brand, but their contact center is busy. So Trish is forced to wait on hold.

Trish is offered a callback, giving her back valuable time in her day.

Uh oh! Trish is busy and misses her callback. She’s forced to repeat the process all over again.

The brand sends Trish a link to schedule a callback at a time that’s best for her.

Trish finally connects with an agent, but they have no context or record of what she needs help with. She has to repeat herself and she. is. frustrated.

Trish gets called at the exact time she scheduled, the agent already has her account and details at the ready, and she can pick up right where she left off.

Trish hangs up with the agent and takes to social media about her bad experience. The brand has only reached out to sell Trish more stuff.

A survey is triggered the moment Trish’s call ends, capturing and relaying her feedback to the brand for immediate improvements. Trish’s relationship is saved and she’s now a loyal customer. Woo-hoo!