Contact Center Solutions Featured Article

SoundBite's Proactive Customer Care Offers Improved Consumer Satisfaction

October 24, 2012

Forrester Research (News - Alert) recently carried out a survey related to cross-channel customer communications. The rising number of customers using mobiles has transformed cross-channel customer communications into a certainty. Organizations are therefore struggling to devise best practices across their client interactions. Organizations that advantageously utilize the mobile device for ensuring proactive communications across several channels will accomplish allegiance, profits and client satisfaction in the long run.

The survey results revealed that it is essential for the organizations to offer cross-channel client service as per the customer preferences. Nearly 68 percent of the customers utilized the phone in the past year before the survey. While 60 percent of the respondents used help or FAQs, email, chat, SMS and Twitter (News - Alert) were used by 54 percent, 37 percent, 20 percent and 19 percent of the respondents respectively.

Contact centers are converted into multi-channel interaction centers with Proactive Customer Care Solutions from SoundBite, thereby guaranteeing customer service distinction. With the rising requirements of consumers for instantaneous, self-service options from their mobile devices, critical opportunities for engagement are offered by proactive consumer service.

In a statement, Debbie Braunert, VP of Marketing at SoundBite Communications (News - Alert) said, "In today's highly competitive environment, it is imperative for companies to provide a better overall customer experience while uncovering and resolving potential issues before they result in customer attrition. SoundBite's Proactive Customer Care solutions, including our consultative services, have helped our clients increase customer satisfaction, improve Net Promoter scores, reduce inbound call volumes, resolve issues, and reduce customer churn -- all of which are critical as customer acquisition costs continue to rise."

SoundBite's Cross-Channel Survey Solution was recently deployed by a Tier 1 US mobile carrier for enhancing consumer satisfaction, recognizing attackers and reducing churn. A multi-question Net Promoter Score or NPS survey, which will offer a minimum of one million surveys each month via interactive text messages, will be initiated using SoundBite’s offering.

Bruce Temkin, Managing Partner of Temkin Group said, "Our large-scale research shows that customer service success and high satisfaction leads to a significant increase in repurchase rates. It's time for companies to recognize that connection with revenues and become more proactive in their customer service efforts, leveraging the multiple channels that consumers use for engagement."




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014

Etihad Airways Expands its Al Ain Contact Center, Opens a New Facility in the UAE

UAE airline Etihad Airways expands contact center capabilities to provide improved customer experiences. [ Read More ]
08/28/2014
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!