Customer Care
CRM companies look to wireless for increased productivity
...When a customer calls Asurion for roadside assistance, they receive an estimated time of arrival for a responder who will, say, change a flat tire.
Ten minutes after the estimated arrival time, the customer receives an automated voice message that asks them to confirm that their help has arrived and requesting that they take a brief survey on their experience with the service. If the customer indicates that no one has yet arrived, they are immediately connected with a live agent who
The outbound calling solution is a result of a partnership between Soundbite Communications Inc. for its customer contact solution and Mindshare Technologies for its specialty in surveys and real-time analytics.
“The ability to continuously measure our performance and respond to real-time customer feedback in an automated and cost-effective manner is invaluable to our business,” said Dona Drehmann, director of customer satisfaction for Asurion... full article