Wheaton Bekins Improves Customer Service through Interactive Intelligence's Customer Interaction Center Platform
January 09, 2013
Companies continue to search for a way to connect with their customers. Wheaton World Wide Moving | Bekins Van Lines has been able to improve its customer service, reduce expenses, and increase productivity thanks to Interactive Intelligence’s (News - Alert) Customer Interaction Center (CIC).
The platform was designed to help contact centers have a way to blend all communications efforts into one system. For example, the solution works to manage and unify all incoming and outgoing calls. It also gives consumers contact options – voice, e-mail, fax, chat, and SMS are all available as a way to communicate.
By automatically managing the communications, business agents are able to spend more time working on performance and less time transferring calls. In addition, this software allows companies to hire agents that can work from home because the platform can be accessed through any computer without the need for software to be downloaded. This came in handy for Wheaton World Wide Moving Company after they acquired Bekins Van Lines.
“Our combined entity meant we were communicating with hundreds of independent agents across the country and thousands of service providers,” said Jerrod Carter, CIO for Wheaton | Bekins. “CIC enabled us to create a four-digit speed dial to provide quick access to each agent or provider. This may seem like a small thing, but it enabled our staff to acclimate to the acquisition more quickly and our corporate employees be more efficient.”
Carter said in addition to being more efficient, the important thing is keeping the customers happy. Carter said he is able to accomplish this through something as simple as a callback feature offered through the portal. “Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected,” said Carter. “It lets customers keep their place in queue without sitting on hold – an option they’ve come to greatly appreciate.”
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Edited by Brooke Neuman