SOURCE: CALLPROMISE

CALLPROMISE

April 02, 2015 08:00 ET

CALLPROMISE Launches Callback Cloud for Business to Help the Enterprise Adopt a Callback-First Approach to Exceptional Customer Service

Callback Cloud for Business Helps Provide an Affordable and Scalable Solution That Highlights a Company's Respect for Callers' Time

RICHMOND, VA--(Marketwired - Apr 2, 2015) - CALLPROMISE, the leading provider in cloud-based callback and virtual queuing technology, today announced Callback Cloud for Business, a cost-effective and easy to implement solution that helps the enterprise offer exceptional contact experiences by engaging customers in the most preferred and intimate contact method: voice.

"The CALLPROMISE solution has been critical in driving a significant drop in abandonment rates in our inbound queues by almost 60 percent and at the same time measurably improving our customer satisfaction," Rohit Kapoor, Senior Director Global Customer Experience, SquareTrade. "The CALLPROMISE solution has also enabled targeted routing of calls to our specialists which has helped to reduce in-queue transfers."

A cloud-based, SaaS platform, Callback Cloud for Business saves a caller's place in the queue after being placed on hold and automatically calls them back when a customer service agent becomes available. Requiring no on-site installation of software, Callback Cloud for Business allows for:

  • Callback through any channel, whether it be through a web-callback-request widget, SMS/text or other integrations

  • Shorter handling times for inbound calls

  • Improved staff utilization for any call volume

  • Reductions in would-be-caller abandonment, customer/agent churn and telecommunications costs

"Waiting on hold is a huge source of customer frustration, often leading to poor customer service, social media angst and, worst of all, lost customer loyalty and sales," said Kevin Sjodin, CEO, CALLPROMISE. "With Cloud Callback for Business, forward-thinking companies can implement a callback-first approach to customer service that respects customers' valuable time while ensuring call center efficiency and improved cost-savings."

CALLPROMISE most recently announced a partnership with one of its major competitors, Akron, Ohio-based Virtual Hold Technology (VHT), to bring better solutions to all industries that rely on strong customer service to survive. The partnership aims to help businesses and call centers improve customer satisfaction by eliminating the headaches of hold music and long wait times.

About CALLPROMISE
Built on the foundation of the popular Lucyphone app, CALLPROMISE helps brands engage customers with exceptional contact experiences. Through cloud-based callback and virtual queuing, CALLPROMISE revolutionizes workforce efficiency and sets the standard for call center operations. For more information, visit http://www.callpromise.com or email info@callpromise.com.

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