SOURCE: Virtual Hold Technology

Virtual Hold Technology

November 29, 2010 10:00 ET

WebConnect Improves Customer Service on Cyber Monday

Virtual Hold Web App Easily Gets Customers to Reps -- Without Waiting on Hold

AKRON, OH--(Marketwire - November 29, 2010) - Now known as Cyber Monday, today is the start of the online holiday shopping season. People shop online for a variety of reasons, but ease of use is always a top reason. But when a customer needs to talk to a company representative, "easy" is often the last word a customer would use to describe the process. Between busy signals, long hold times and disconnections, sometimes it's easier for a customer to just go somewhere else.

Transitioning from the self-service environment of a website to live customer service can leave customers confused and discouraged, resulting in poor customer experiences, reduced customer loyalty and lost sales.

Customer-focused companies know that customers will always need to speak with them, so they develop ways to bridge the gap between communication channels, and one way is through the Virtual Hold® WebConnect® web application.

"At its heart, WebConnect is an online view into the contact center. Customers can see if there's any hold time if they call right now. They can then opt to hold virtually," said Robert Brazier, product manager for Virtual Hold Technology® (VHT®). "WebConnect saves the customer's place in line and calls them back when it's their turn to speak with a specialist. It saves an enormous amount of time in a season when it seems like there is none."

Initially introduced in 2003, WebConnect allows web visitors easy access to company representatives. If a visitor needs to speak to an agent, WebConnect can display the hold time and enable the visitor to enter a telephone number for a callback.

WebConnect is part of VHT's Platform Toolkit, which is an API that extends virtual queuing to multiple devices. The toolkit is now in beta testing and should be generally available in early 2011.

"We found ourselves often collaborating with customers to expand the use of virtual queuing across multiple communication channels. We wanted to open up the possibilities to all of our customers, and the Platform Toolkit API was born," Brazier said. "We see the API becoming an important part of a company's unified communications strategy in order to create consistent, positive experiences, regardless of communication channel."

VHT customers using WebConnect to improve the customer experience include CPS Energy, Nike, iiNet and Nationwide. For more information on WebConnect, please visit http://www.virtualhold.com/products/webconnect.html.

About Virtual Hold Technology
Virtual Hold Technology® (VHT) is the leading developer of virtual queuing solutions for Fortune 1000 clients. Since its inception in 1995, VHT's patented, award-winning virtual queuing technology has provided return call solutions focused on enhancing the customer experience for financial services, energy/utility, insurance, telecommunications, cable, wireless and retail corporations such as IBM, Bank of America, T-Mobile, Aflac, AT&T, Banco Popular, Verizon, Pacific Gas and Electric Company, Southwest Airlines, Time Warner Cable and AVON. To learn how VHT's virtual queuing solutions can help increase customer satisfaction and reduce contact center costs, visit www.virtualhold.com or call 877-886-8187.

Free Interactive Demonstration: 888-412-2214
Experience what your customers experience with Virtual Hold® solutions.

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    Adrienna M. Frazer
    Virtual Hold Technology
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