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Velaro and GetSatisfaction Give Online CRM a New Face

February 16, 2012

The face of Online CRM was transformed when Velaro, a provider of live chat software and GetSatisfaction, an online community platform that helps companies enhance customer relationships, integrated their technologies to provide a new customer support tool.

Company officials stated that the powerful customer-driven community GetSatisfaction knowledge base being integrated within Velaro’s Web-Based Agent and Desktop Agent interface products would help increase productivity and efficiency of customer support staff and simultaneously enhance customer satisfaction and loyalty.

“By bringing together our knowledge base and Velaro’s award-winning customer live-chat software, we aim to reinvent CRM and how businesses interact with customers online,” Wendy Lea, CEO at Get Satisfaction, in a press release.

Explaining how the integrated offering would help businesses to streamline online customer interactions, company officials stated that before beginning to chat, customers need to complete a short survey. The GetSatisfaction support community knowledge base then goes to work. Automated lists of related topics and answers appear and the customer can either go through these or opt for live chat.

In case the customer decides to click on the button that triggers live chat, the support staff searches the GetSatisfaction community knowledge base and pushes the content directly into chats.

Both stand to benefit; while the customer gets an answer quickly and has a positive interactive experience, the support staff becomes more efficient and hence can handle larger volumes of inquiries quickly.

Alex Bloom, co-founder of Velaro, commented on the scope of the offering and said, “By being able to efficiently deal with customer issues, businesses can now support more customers faster, while also building a strong base of customer advocates who have had a positive interaction experience.”

Mini Swamy is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves