Improve Your Customer Experience

Warm transfer places the caller on hold for a moment, so your employees can get each other up to speed when they need to transfer the call to another person.

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How Warm Transfer Works

If you’ve ever called a customer service line, you know a lot of things can tick you off.

The worst is when you’re transferred to another department, and they don’t know why you called. You have to start all over from scratch. You explain why you’re calling, who you just talked to, and what you need from them.

Slowly, they take another 5 to 10 minutes to pull up your account up and you’re stuck there waiting.

Either way, you lose a lot of time.

1. Reduce Customer Frustration
2. Resolve Calls with Greater Efficiency
3. Paving The Path of Least Resistance
4. Additional Features

That’s why companies with flawless customer service transfer calls without having to ask the same things they asked before.

It’s called Warm Transfer.

DYL’s Warm Transfer happens when a staff member receives a call, passes it to another employee - while letting them know why the person called.

Employees can access the caller’s account, see their file, or find out anything else they might need from their coworker.

Why use Warm Transfer? Because it improves customer experience by being resourceful and personal.

Reduce Customer Frustration

What exactly is the difference between a cold transfer (or blind transfer) and a warm transfer?

A cold transfer happens when you transfer a caller to another user without informing them of what the caller needs.

So the caller has to go through the same process they just went through with the first rep. They explain their problem or needs and go through another 5 minute process to get closer to a solution.

When your team transfers a customer, they need to know why. Otherwise, the person on the other side of the phone is going to be upset.

But there’s a hasty remedy giving customers the best experience possible.

It’s DYL’s Warm Transfer.

With DYL ready, customers don’t have to go through a lengthy process to explain their situation again. When transfers occur, reps know how to solve customer issues, so they won’t have to wait for minutes to find a solution.

Who needs Warm Transfer? Businesses with multiple departments that want to keep customers happy and boost their customer retention rate.

Resolve Calls with Greater Efficiency

Warm transfer makes everything simple.

Your customers won't experience long wait times and reps solve problems 500% faster.

Customer service teams provide better service and exceed expectations.

When a customer wants to speak with another employee, coworkers and supervisors will know about the customer's questions before speaking with them. More often than not, they’ll leave feeling it was quick and effortless process.

When paired with DYL’s virtual receptionist, customers can route themselves to the correct department without needing to be transferred. Perfect for saving time and efficiency.

Receiving bad customer reviews? No problem. Warm transferred calls improves your customer experience by over 50% when employees speak for 10 seconds between transfers. All they have to do is click the transfer button.

Put simply, Warm Transfer boosts customer service while improving internal communication.

Paving The Path of Least Resistance

As Director of Patry Cemeteries, John Randolph wanted to help more families celebrate the lives of their recently passed loved ones.

For several years, Patry Cemeteries helped families by dedicating several hours and road-side service to family members they hold so dear.

As more families called in, the better they could assist families at a loss. But for John, he knew there were some things they could fix to ensure families received the best treatment possible.

He knew the last thing families needed was grief. So, they wanted to come up with a process where they wouldn't have to explain the loss of their loved ones multiple times.

He looked for a platform letting his call center employees speak with one another before they fulfilled a transfer. Regardless if it was to the head of services or their casket manager, he wanted to ensure the path of least resistance.

After some research, he found DYL’s all-in-one platform.

After a quick demo, he discovered DYL had Warm Transfer. His staff could talk with each other before they transferred a call to another employee. When paired with DYL’s 70+ features, he would ensure families received the best treatment possible.

Since using DYL, Patry Cemeteries increased their customer satisfaction by 90%. They receive 60% more positive reviews and thank you cards from grieving families. Now, they assist customers better and more families celebrate their loved one's in the way they deserve.

DYL’s All-in-One Platform includes over 80 Customizable Features

Other tools related to Warm Transfer inside DYL: