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Virtual Hold Technology Secures Patent that Improves How Customers Search and Locate Customer Service Assistance via the WebVirtual Hold Technology (VHT), a global leader in multichannel customer engagement solutions, has received a patent for technology that serves up customer service information on search engines. The technology enhances a customer’s ability to find and connect with customer service representatives, decreasing complaints, defections and lost revenue. Live communication via phone remains the preferred method of resolving service issues even as Web search becomes integral to the customer service and support journey. While search engines are a common source for general company information, they lack the detailed results that help customers connect with a brand’s contact center. VHT’s patented technology allows brands to serve up detailed information to customers via search results including contact information for phone, chat or email, current wait time for service, or insights into agent availability. In addition, premium results could include a one-click button to call or chat with the contact center or request a callback from an agent. “We know that most consumers use search to determine the best way to reach customer support. Instead of providing generic customer service information, brands can now serve up detailed support information that helps the customer understand things like wait time, or options for callback,” said Wes Hayden, CEO of Virtual Hold Technology. “This technology innovates on what search is meant to do—drive an efficient, friendly relationship with a brand. Now search results will be able to include detailed information pulled from real-time data that exists within the contact center platform.” Contact centers currently monitor agent activity and availability in order to develop a virtual customer queue. Automated systems manage interaction volume by offering consumers information that promotes decision-making based on the actual state of the contact center. The patented VHT technology connects this real-time interaction data with specific queries entered into a search engine to serve up premium results. About Virtual Hold Technology (VHT) Virtual Hold Technology (VHT) offers a suite of complementary, patented solutions that help organizations enhance the customer journey in order to achieve greater loyalty, efficiency and revenue. Multichannel solutions provide the opportunity to enrich the brand and deepen the customer relationship with every interaction. Deployed seamlessly within any single or multivendor environment, our virtual queuing and customer engagement solutions are designed to empower customers, agents and brands. To learn more about how Virtual Hold Technology can help transform how you serve your customers, visit http://www.virtualhold.com or email [email protected]. VHT and Virtual Hold Technology are trademarks of Virtual Hold Technology. As a community-building service, TMCnet allows user submitted content which is not always proofed by TMCnet editors. If you feel this entry is of inferior quality or wish to report it for some reason, please forward the URL to "webedit [AT] tmcnet [DOT] com" with your comments. |