We recently had the opportunity to demo NewVoiceMedia’s ContactWorld for
Salesforce product. Unlike many other telephony solutions that integrate into
Salesforce, the ContactWorld product is available as a downloadable managed
package from the Salesforce AppExchange. The raving reviews on AppExchange
(currently 4.9/5 average rating) certainly provide a strong endorsement for the
product, and the praise is well-justified by the solution’s feature set.
From the agent’s viewpoint, once the package is installed,
they have a call window that is visible within their Salesforce. When an
inbound call is received, the caller’s information immediately loads into this
window, and the appropriate contact record is pulled up in Salesforce (see
below screenshot for example):
As anyone who’s taken calls in a contact center can attest,
it can sometimes be a Herculean task simply trying to find the appropriate
contact record to log a call. ContactWorld immediately improves call handle
times in a way that benefits the customer. And in fact, it goes even deeper
than that with dynamic options for custom routing, with the ability to rout
calls based on any data field in Salesforce (including custom fields and
objects). For just one example, if a customer calls back in, the software can
see that they have an open case, and immediately rout them to the agent who
they originally spoke with. I’m reminded of when I recently had Internet
problems and had to call my cable company three different times – every time, I
got a completely different agent who asked me the exact same troubleshooting
questions that I had already been asked. It would have been a much better
experience had my cable company used a product like ContactWorld that would
have allowed them to easily connect me back with the first agent I had spoken
with.
Since it’s so tightly integrated into Salesforce, ContactWorld
greatly improves real-time feedback and monitoring for supervisors. It also has
the option to include a voice survey immediately at the end of a call. The
caller can simply stay on the line and answer a satisfaction survey right then
and there. This method has a higher response rate than email surveys, and
allows supervisors to respond instantly to a poor survey rather than simply
letting the bad experience linger. This leads into another example of how the
product’s routing features can be utilized - a manager can set up the call
workflow so that a customer who recently had a bad experience is routed to the
center’s best agent the next time they call in. In truth, there are a limitless
number of options for routing with ContactWorld. The customer could be routed to
the right agent based on account type, monthly payment rate - essentially any
data point that already exists in a company’s Salesforce org. They could
receive personalized messages before even being routed to an agent, all with
the goal of creating unique, customized experiences for each customer.
Overall, we were extremely impressed by the ContactWorld product.
We had several ‘wow’ moments during the course of our demo as we were shown
features that would immediately improve the agent, supervisor, and customer
experience in any contact center. ContactWorld allows for an out of the box
improvement in FCR and handle time due to its deep integration into Salesforce.
And in those regrettable, yet inevitable cases where the customer is still dissatisfied
with their experience, it allows for real-time coaching and feedback for the
agent as well as immediate follow-up with the customer. Best of all, it’s easy
to set up and install – so easy, in fact, that NewVoiceMedia set a world
record by setting up a contact center in just over 20 minutes! Every call
center manager’s task is to improve customer satisfaction with limited
resources – a product like ContactWorld helps to reduce that challenge and achieves that
rare goal of doing more with less.
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