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SpareFoot Improves Customer Service Capabilities with inContact Hosted Call Center Solution

By Rajani Baburajan, TMCnet Contributor

inContact, a provider of hosted call center software and agent optimization tools, announced that it has enhanced customer service capabilities of SpareFoot, a self-storage comparison website.

The flexible and integrated cloud contact center environment from inContact is integrated with Salesforce.com (News - Alert). It has enabled SpareFoot to improve service capabilities, enhance scalability, and reduce costs in their service infrastructure. 

SpareFoot helps customers search and compare self-storage options in their geographic region, and its agents field inbound calls from customers looking for support in their search. The company turned to inContact after it experienced continued growth and peak volumes around moving season. inContact solution has allowed them to adjust resources and outsource calls to handle larger call volumes and decrease wait times.

"Our customers are the priority, so we are proud to have the scalability and resources to quickly respond and assist our callers," said Chuck Gordon, CEO and co-founder of SpareFoot, in a statement. "With plans to increase inbound call volume by two-fold this coming year, we needed a technology that can grow along with us and seamlessly integrate into our existing operations, and that's what we found with inContact."With inContact solution, SpareFoot has gained the ability to track answer and hold times, seamlessly integrate into existing tools like Salesforce.com, evaluate marketing channel effectiveness, monitor customer data and manage agent scripting and outsourced calls. These solutions have enabled the company to increase efficiency and better serve their customers' needs.

"We are pleased to provide SpareFoot with the flexibility and power they need to address their growth initiatives," said Paul Jarman, CEO of inContact, in a statement. "As the leading cloud contact center provider, our solutions enable our customers to deliver on their service commitments and create lasting and profitable relationships across their client base."

The hosted call center solution also allowed the organization to better forecast the number of representatives needed and the number of calls handled per day, and it gives a more complete picture of the needs within the contact center. SpareFoot can view this complete data set in one central dashboard, and understand which marketing channels have been successful.

inContact solution has allowed the company to actually track what different sources are bringing, how many calls resulted from different marketing channels on the consumer side, and work to plug this into Salesforce.com to track conversion rate as well.

According to a recent TMCnet piece, inContact’s hosted call center has two competitive advantages: the user interface and its unique qualities within the industry. One unique quality is the CRM Plug-In Agent. This ribbon interface goes across the top of the desktop to ensure it is always there with important information, but never in the way