Contact Center Solutions Featured Article

Fonolo Helps Credit Union's Mobile App Offer Enhanced Call Center Experience

February 26, 2013
By TMCnet Special Guest
Shai Berger, co-founder and CEO of Fonolo

This article originally appears in the March 2013 issue of CUSTOMER Magazine.

Mobile apps have become must-have components for companies in the financial space. Most large and mid-size banks already have very full-featured mobile apps. But, sadly, many of them drop the ball when it comes to connecting with a live agent. Their Contact Us page does nothing more than display a phone number. This forces a customer who needs to speak to an agent to start over. What if that customer was about to apply for a loan? Chances are, he’ll put his phone back in his pocket and that revenue opportunity is gone. That risk can be remedied by having a smarter connection to the call center.

That's exactly what 1st United Services Credit Union did with the latest update of its iPhone (News - Alert) app. The app’s Contact Us section, powered by Fonolo, lets their customers reach an agent with one tap — no phone menus, no waiting on hold.

Fonolo (News - Alert) is a cloud-based call-back service that lets companies deliver a better call center experience. Its goal is to solve the top three complaints people have about the call center: waiting on hold, navigating phone menus, and repeating information to agents.

The deployment with 1st United shows how Fonolo is a truly multi-channel solution. 1st United is using Fonolo’s click-to-call widget on its website, and using Fonolo's In-Call Rescue service for callers who dial-in directly. So customers are getting an enhanced hold-free experience regardless of the channel they use to connect.

A recent study conducted by Adcom surveyed users of mobile financial apps. Seventy percent of respondents complained about problems they experienced, and 80 percent said they want to request customer assistance from within the app they are using.

Today's consumer expects a mobile app that lets him or her connect with a live agent when needed, and the ability to make that transition while maintaining the context of what was going on. The good news is that it’s not hard to make that happen. Fonolo can be easily added to any mobile app and will handle the connection with any existing call center.

The credit union added this functionality to it mobile app and the website using Fonolo, and it didn't have to change anything in the call center.

“It was remarkable how easy it was to get the Fonolo solution up and running. We are thrilled to be offering this improved experience to our members,” said Mark Edelman, vice president of member contact at 1st United Services Credit Union.

 If you'd like to learn more, TMC (News - Alert) is hosting a webinar with 1st United and Fonolo on Feb 28. Register for free here.

Shai Berger (News - Alert) is co-founder and CEO of Fonolo (www.fonolo.com).




Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!