CT Department of Labor
- Government Administration
The CT Department of Labor faced a 500% increase in case loads during COVID-19, leading to thousands of calls and overwhelmed caseworkers. They implemented Mindful through AWS Marketplace in under a ...week, providing guaranteed time slots for callers and reducing heated conversations. In the first week, they saw a nearly 60% decrease in repeat calls and gained insights into call volumes and handling times. Notifications ensured high reconnection rates, and digital scheduling prepared them for future outsourcing.
Connecticut Department of Labor
- Government Administration
Mindful helped the Connecticut Department of Labor manage a huge surge in unemployment calls during the COVID-19 pandemic. The team moved to Amazon Connect and implemented Mindful in less than a week.... Mindful reduced repeat calls by 60% in a single day, letting caseworkers focus on unique callers. The solution enabled callback scheduling and notifications, improving efficiency and caller experience. Insights from Mindful helped the team adjust staffing and website content to better serve over one million unemployed citizens.
Utilities Case Studies and Customer Success Stories with Mindful
a major utilities company in Northeastern United States
- Utilities
Mindful helped a major utilities company in the Northeastern United States improve customer satisfaction with virtual hold technology. Traditional hold times led to high caller frustration and call a...bandonment. With Mindful's callback solution, customers showed 100% stronger tolerance for longer wait times. 50% of customers found nine minutes of traditional hold unacceptable, but 50% would wait up to 20 minutes for a callback. Virtual hold gave customers more control and improved their perception of the business.
Other Industry Case Studies and Success Stories with Mindful
1-800-PACK-RAT
- Moving & Storage
1-800-PACK-RAT faced challenges with high abandon rates and long hold times due to increased moving demands. They implemented Mindful's callback queue in less than a month. This solution provided cal...lers with a place in line, reducing inefficiencies. As a result, abandon rates dropped by 7% and hold times decreased by 18%. They saved nearly $12,000 in staffing costs and improved customer conversion through call requests on their quote page.
U-Haul faced challenges with long hold times and customer complaints, which increased costs and reduced satisfaction. They partnered with Mindful to offer a callback option when hold times exceeded t...wo minutes, allowing customers to enter the queue online. This solution reduced millions of queue minutes and thousands of handle time minutes, improving customer happiness. U-Haul saved 30 million queue minutes, 344,000 handle time minutes, and $3.4 million in labor costs, while service levels increased by over 15%.
Mindful helped 1-800-PACK-RAT improve customer service during a surge in moving demand. The company used Mindful's callback queue to lower abandon rates by 7% and reduce hold times by 18%. They saved... nearly $12,000 in staffing costs. Mindful's SMS-based notifications and customer-first callback strategy made the contact center more efficient. Customers and agents both experienced better service and less frustration.
U-Haul used Mindful Callback and Mindful Scheduler to improve customer service. Customers complained about long hold times and hard-to-reach agents. Mindful let customers save their spot in line and ...schedule calls. U-Haul saved 30 million minutes of queue time and $3.4 million in labor. Service levels increased by 15%. Customer complaints about hold times dropped.
