CallFire is a provider of an enterprise-grade VoIP platform that has the capability to deliver voice broadcasts, call tracking, and SMS text messaging campaigns. Located in Santa Monica, Calif., CallFire offers high-availability systems, easy-to use yet innovative user interfaces, a high level of developer support, and unprecedented customer care in order to help companies completely transform the way they do business.
CallFire has built its cloud telephony platform from the ground up to be utilized by large enterprises and has recently started working alongside market research firm Ipsos Loyalty. Since the collaborative effort began, CallFire has already collected data from seven million customer satisfaction calls for the company, a press release revealed.
As a leader in market research, Ipsos formulates customer satisfaction surveys as part of its market research, mainly for large retail chains around the country. When working with CallFire in this instance, a phone number with an individual code was printed at the bottom of every sales receipt and customers were then encouraged to call that number to take the survey. Ipsos Loyalty will then closely look at the results from these surveys and make recommendations to the national retail chain on how they can improve their service.
A release stated that it was about a year ago that Ipsos Loyalty approached CallFire because they were looking for a company that could offer them a scalable, reliable telephone service that had the ability to managed complex situations. CallFire Professional Services then worked with Ipsos to create an IVR that would change questions based on how a customer responded, change the order of the questions and answers making them much more random and give respondents the option to leave voice messages at the end of the survey. CallFire and Ipsos work is not done however, as the duo continue to make any changes that may be needed in the survey.
Dhaval Shah, project manager for Ipsos, stated that CallFire is "the most scalable system design" he has ever worked with, saying that the company’s ability to increase capacity on very short notice when needed was key. "CallFire understands the needs of their clients… With their support, we are able to focus on being the experts in the Loyalty and Customer Satisfaction area. We're confident in our ability to deliver the best results for our clients when we know we have vendors that are on top of their game," Dhaval added.
Dhaval statement pretty much summarizes CallFire's mission statement and that is to work with all clients quickly and efficiently so that those clients can spend their time focusing on keeping their customers satisfied, no matter if they are a big or small business.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.Edited by Rich Steeves