vCustomer Introduces "No Hold Web Callback" Solution To Reduce Hold Times
crm2day.com - Nov 21, 2007 - vCustomer, a global provider of multi-channel customer support unveiled "No hold web callback", a technology solution focused on improving customer satisfaction while reducing support related staffing costs.
Participating in the 49th WACRA Conference held this year, vCustomerÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚Â¢s Vice President of Business Development Bill Holder explained, "vCustomer developed this solution with the airline industryÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚Â¢s high customer satisfaction requirements in mind. The high costs of customer support in this vertical calls for innovative online solutions where passengers have the flexibility to get quality customer support when the need arises.ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€šÃ‚Â
One of the biggest challenges faced by the airline industry today includes the long hold times for customer support queries. This, along with the high cost of customer support, is an area where carriers are seeking to optimize their resources while leveraging automation and technology solutions resulting in more efficient methods of keeping their customers connected.
Today, the Internet is transforming how customers interact with airlines. Customers are looking for ways to make the customer service experience quick and easy. As airlines strive to consistently deliver customer experiences that satisfy and retain customers, they encounter high traffic peaks which force their customers to experience longer hold times. vCustomerÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚Â¢s "No hold web callback solution" enables the customers to schedule a call back from the airline at a specified number during a preferred timeframe. The customer has the option to provide additional comments regarding the proposed call in the request. This results in a significant reduction in the average hold times of calls ensuring greater customer satisfaction. For airlines, reduction in hold times and the option to reduce overall staffing levels creates new opportunities for the airlineÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚Â¢s customer support centers.
With a positive response from the airline community in mind, vCustomer is now focused on taking this solution to other ÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬Ãƒâ€¹Ã…â€œhigh customer centricÃƒÆ’Ã‚Â¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚Â¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚Â¢ verticals to include Retail, Consumer Technology and Telecom.