By Maor Rudick
The customer service that is offered by call centers is being progressively offered at the expense of the customer and high costs. Far too often customers are forced to waste good portions of their day attempting to reach a representative that can help them or punching in policy numbers and repetitively verifying themselves for security purposes. All of these issues and more are eradicated by call centers that have implemented contextual communications as part of their service.
Imagine for a minute that it’s a beautiful day out and you’re driving alone down a suburban road singing along with the radio. You pull up to a four-way stop, see you are the only car there, and proceed through the intersection. A car comes speeding out of nowhere and CRASH- your car skids sideways, over the curb, and comes to a screeching halt. You step out of the car, shaken but otherwise unharmed, only to see the entire side of your car is smashed in. You look around and see the driver of the other car is also unharmed. As you move to contact your insurance company, how the rest of this story pans out is entirely dependent upon which road- or technology- your insurance company uses.
This whole process took at least 20 minutes.
The representative informs you that the tow truck is on its way and only a mere five minutes have passed since the initial phone call.
Contextual information- the information used by contextual communications that is actionable or supplemental and makes the end customer interaction more meaningful and personal- allows calls centers to create a better and more profitable customer interaction.
As Robert Frost once wrote, “Two roads diverged… I took the one less traveled by and that has made all the difference.”
So too does Cloudonix, not do we only believe in but we also offer the road less travelled. The technology we provide enables two-way communication and helps to further along the customer service process with the utmost customer satisfaction, cost-effectiveness, and immediacy.