Optimizing your customer experience, or CX, is an essential endeavor for companies today. There’s no shortage of studies that indicate CX is the new competitive battleground in the marketplace. A critical component of understanding your current state is a CSAT (customer satisfaction) or NPS (net promoter score) survey. These provide valuable data to understand your […]
As more and more companies are needing to get employees back to work, they seek innovative ways to ensure the safety of their people and customers. Deploying a COVID-19 screening survey for workers is an increasingly popular solution. And IVR Surveys are a logical and essential add-on for screening surveys. Screening Employees For COVID-19 A […]
A global consulting services company, with more than 70 governments as customers, came to us with a problematic issue, administering voice surveys in a highly secure environment. Their customer, an enormous government agency, needed to improve first call resolution across hundreds of call center agents. To do this, they designed a flexible CSAT (customer satisfaction) […]
We encountered a growing insurance claims processor who was also rapidly building a portfolio of insurance products, who were in crisis mode; their growth was outpacing their ability to service customers. To try and improve service, they kept moving service from one CCaaS (contact center as a service) company to another. Doing so resulted in […]
As COVID-19 forces significant segments of the workforce to work from home, or significantly alter their schedules, proactive messaging has never been more critical. Text messaging has proven to be the most reliable way to push essential notifications to employees, vendors, and contractors. Here’s an example of how one of our customers is reducing HR […]
With today’s news of an increase in vigilance and restrictions in an attempt to slow the spread of the COVID-19 Coronavirus, it’s important to take a look at how text messaging, and especially a text broadcasting solution is critical for healthcare companies. And in this case, it’s especially critical for a COVID-19 high-risk group, patients […]
A growing self-storage business, with more than 100 locations across multiple states and adding more, came to us with a marketing need. They were running hyper-local advertising in more than 50 markets in the form of social media, broadcast, print, and Google Local search ads. They needed a reliable way to track the performance of […]
A national direct mail provider needed a way to help their client gather real-time analytics on the performance of direct mailings. Their client, a large regional home mortgage provider, relied on numerous direct mail campaigns to drive sales and generate leads. Very often, the campaigns would be rapidly deployed, depending on the movement of mortgage […]
We recently had the opportunity to engage in one of our favorite “deep dives” for an electronic billing platform for public utilities. In this case, we not only needed to think about their customers, but also the customers of their customers. Reduce PCI Risk Their customers required a new payment channel, automated payments by phone. […]
One of America’s leading marketers and services of subprime credit cards came to us with several urgent issues. They acquired a new credit card product that required a specific IVR Their current IVR vendor was unresponsive to needs and time constraints They needed to process more calls through automation Their call center experienced frequent downtime […]
This major provider of consumer credit cards in South America came to us with a complex issue: contact center automation was difficult because of a limitation in the customer data. As a result, all customer calls were handled by agents, with increasing inefficiencies, long hold times, and long call times. We Listened We worked with […]
