Better CS, a business process outsourcer (BPO), was looking out for a cloud contact center solution to help retailers reduce losses from credit card chargebacks. After a comprehensive study, the company has turned to Bright Pattern’s Cloud Contact Center Solution.
Chargeback is the return of funds to a consumer, mainly used in the United States, usually initiated by the issuing bank for the instrument used by a consumer to settle a debt. In other words, it is the reversal of a prior outbound transfer of funds from a consumer's bank account, line of credit, or credit card.
In many cases, poor customer service can be a lead contributor to chargebacks. Recognizing these occurrences, David Jones, president of Better CS, wanted to add a contact center customer service function that focuses on day-in-day-out contact center execution, provides guidance on improving customer service, and other business processes.
After a detailed study, David chose ServicePattern, a cloud contact center solution from Bright Pattern. This solution is helping the company to improve customer service and reduce chargebacks for its customers.
According to David, the Bright Pattern solution is very intuitive for administrators and agents. The software-as-a-service model gives the flexibility to have agents work at home, and lets the company pay as and when they use the service, rather than making huge upfront investments in telecommunications equipment.
In fact, David assessed and tested many cloud contact center solutions, but kept coming back to Bright Pattern, saying, "You have built the product the way I want it built as an operations manager."
ServicePattern represents the next generation, high-performance, cloud contact center. It offers a fusion of voice, web, social media, and skills-based routing with a unified architecture and convenient controls to provide efficient and effective customer service and support.
Konstantin Kishinsky, CEO of Bright Pattern, said, "David's approach with his customers is very similar to ours – a collaborative one. We work very closely with our customers to ensure our technology innovations deliver a positive financial impact. "
Edited by Alisen Downey