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Customer Satisfaction Guaranteed with Virtual Hold Multi-channel Toolkit

By Calvin Azuri
TMCnet Contributor

Clients using technologically advanced means of communication like smart phone and their applications or websites and social networking sites often have trouble actually speaking to people through these means. The new Multi-Channel Platform Toolkit courtesy Virtual Hold Technology (VHT) is here to make sure that this is no longer an issue. What it will do is integrate all these new means of communication with the related contact center. This will work to ensure that customers remain satisfied and loyal to their chosen brands. This toolkit will give users a wait time for when their call will be answered. It will also have provisions for requesting a callback from the contact center of the mobile application rather than go through the tedious IVR of the website.

Customers know how frustrating it is to call contact centre reps of different communication channels to get their problems resolved. They often have to wait on hold, be repetitive about the information they provide and end up not being satisfied with responses.

In a release, VHT Product Manager Robert Brazier says, "Companies are realizing that their IVR is no longer their only front door. If customers need to speak with a company rep, they need to know how long they should expect to wait and have options other than listening to hold music. We can't expect them to pick up the phone and call when they've already started interacting with the business on the web or in an app. We need to stop penalizing customers for picking one channel over another. Some tasks require agent involvement, and no matter which channel the customer started interacting in, we need to make sure they can transition seamlessly to the voice channel when agent help is required."

The Multi-Channel Platform Toolkit functions along with an organization’s existing strategies. Virtual queuing technology helps create a good customer. The toolkit provides companies with all they need to offer these features to mobile, social as well as web-based applications. Israel's biggest bank, Bank Hapoalim was the first to begin incorporating Virtual Hold features along with their mobile applications. Some other companies that have signed on are Nationwide, Nike and CPS Energy. This Multi-Channel Platform Toolkit is the latest offering from the Virtual Hold software suite.