Contactual's New OnDemand Contact Center Transforms Online Retailer Use
May 25, 2012
By Allison Boccamazzo
, TMCnet Contributing Writer
Attention Retailers: we know you constantly face challenges in the rapidly growing customer service department. Every customer interaction provides a business with the opportunity to increase revenue and strengthen customer loyalty, but with issues such as missed calls, lengthy hold times and un-necessary call transfers, you’ll find your customers unsatisfied and looking elsewhere to buy. Contactual (News - Alert) has addressed these pertinent issues with the introduction of their OnDemand Contact Center, which covers all customer-facing aspects of your business by offering flexible, comprehensive, cost-effective features to improve both the quality and efficiency of every customer service interaction.
Whether it’s finding product inquiries from your ecommerce site, supporting inbound telesales or quickly and efficiently routing callers to appropriate agents, Contactual now provides you with a solution to guarantee your customers are taken care of the way they should be.
So what does the Contactual OnDemand Contact Center do? For starters, it lets you manage customer interactions regardless of a customer’s preference for contacting you – whether by phone, website chat link, or e-mail. Conctactual now makes focusing on increasing sales easy while providing excellent customer service, and consumers will without doubt take notice. Additionally, Contactual’s convenient solution cuts the high costs and frustrations of managing complex call center infrastructure.
One key feature for retailers is the opportunity to immediately scale capacity, meaning that annual seasonal call volumes – one of the more extreme factors of retailing – will finally be easily manageable. Not only this, but special promotions will also be easier and agent seats can be quickly added via the Web-based interface in minutes, thus avoiding the long lead times associated with premise-based solutions.
Contactual’s OnDemand Contact Center also gives you the freedom to deploy your agents anywhere. Using its virtual call center, all your agents will need is a Web browser, an Internet connection and a phone, making real-time monitoring simple and easy as well as strengthening reporting capabilities like never before. With these agent-to-agent chat and broadcast capabilities, everyone can function as one seamless unit, regardless of their individual location.
Last, Contactual’s easy-to-use IVR combined with their patented skills-based routing technology guarantees that every incoming call, e-mail, or chat request is routed to the best available agent. Their out-of-the-box integration with leading CRM applications also provides representatives with immediate access to such things as customer history, allowing for more targeted up-sell and cross-sell activities. Contactual’s web API suite extends integration capabilities to other third-party applications as well.
Edited by Rich Steeves