Customer Acquisition Benefits

Customer Acquisition Benefits

The Virtual Hold Technology (VHT) Conversation Bridge is a multichannel callback solution that connects customers with customer service specialists, after they’ve reached a dead-end on self-help channels like Web pages and mobile apps.

Problem

Customer acquisition is a large part of every marketing budget, and implementing new tactics to attract customers can be costly if not done right. Spending time and energy where it matters – the customer acquisition process – enables companies to learn more about their customers, and save precious dollars at the same time.

Finding and eliminating stumbling blocks in this process is a great way to maximize resources. Today’s customers are more connected than ever, and have more self-help options to solve their problems. But what happens whey they hit a dead end and have to call the help center?

Solution

Virtual Hold Technology (VHT) Conversation Bridge connects customers to the resources they need, when they need them. They’re able to transition seamlessly from Web, app and other channels, to a customer service representative, without losing any forward momentum.

VHT Conversation Bridge equips the representative with all the data entered to that point, so the customer doesn’t need to start the process all over again when they switch to the phone call. Customers can request a callback at their convenience, and since the representative already has all the customer’s pertinent information forward momentum isn’t lost.

Customer Engagement Benefits

Customer Engagement Benefits

Problem

As products become more and more similar, the customer service experience becomes exponentially more important for companies to differentiate themselves.

Technology can either help or hinder customer service efforts, depending on a company’s skill and degree of customer focus. A teacher who promotes learning in the classroom engages his or her students positively. Companies must engage their customers in the same way. Integrating an effective customer service solution across all channels is key in today’s marketplace.

Solution

Virtual Hold Technology (VHT) Conversation Bridge connects customers to the resources they need, when they need them. They’re able to transition seamlessly from Web, app and other channels, to a customer service representative, without losing any forward momentum.

VHT Conversation Bridge equips the representative with all the data entered to that point, so the customer doesn’t need to start the process all over again when they switch to the phone call. Customers can request a callback at their convenience, and since the representative already has all the customer’s pertinent information forward momentum isn’t lost.

Customer Retention Benefits

Customer Retention Benefits

Problem

Any time a customer interacts with a company in person, online or in a mobile app, their decision to remain a customer is at stake. The sum of all of their experiences results in a decision, and it’s difficult to know for sure which experience will make the difference between retention and defection. Therefore, companies need to be aware of every customer touch point and how it effects their perception of the brand.

A simple, yet frustrating point for a customer is the moment when they reach a dead end in the self-help channels, and now need to speak with a real person for help. The typical experience is directing customers to a contact page to dial a toll-free number.

The problem? This makes customers start at the beginning of the business process. They wait on hold, repeat account information and waste their valuable time. This is when customer retention suffers the most.

Solution

Virtual Hold Technology (VHT) Conversation Bridge lets customers quickly and easily bridge the gap to a real person who can help them, thus turning what would have been a negative situation into a positive one.

Once customers have reached a dead-end in the self-help channels, VHT Conversation Bridge uses intelligent callback technology to smoothly transition customers from Web pages, social networking sites and mobile apps to the highly trained specialists in the call center. VHT Conversation Bridge transfers all of the data and contextual information along with the callback request, so the specialist has all the information they need to solve the problem quickly.