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Fonolo Adds SMS Interaction to Call-back Service

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Fonolo Adds SMS Interaction to Call-back Service

July 23, 2015
By Casey Houser
Contributing Writer

Fonolo (News - Alert) has made a name for itself by creating a call-back tool for contact centers. Now it is adding to that tool by allowing customers to keep track of their progress in a calling queue through the short messaging service (SMS).

Fonolo gives businesses the power to replace hold time with a call-back. Customers can simply enter a calling queue through a mobile app or phone call and place themselves in line for a call from a customer service representative. Callers keep their place in line and can go about their lives while business agents take care of other issues, and now they can periodically check their status with SMS during that waiting period.

Shai Berger (News - Alert), the CEO of Fonolo, spoke about the added functionality and the benefits it offers both businesses and customers.

“Replacing hold time with a call-back is truly a win-win scenario,” Berger said. “Callers get their time back while companies lower their cost-per-call. Increasingly, our customers want to offer this functionality across all channels, and we're excited to offer new SMS capabilities.”

Berger further noted that the customer experience with a call-back feature can be much less frustrating that one without it. No customer wants to sit on hold, so the option to get off hold but remain in line for service can mean the difference between brand abandonment and issue resolution.

A previous TMC posting about Fonolo includes a citation of Forrester (News - Alert) research that says 75 of customers find the option of a call-back “highly appealing.” That sort of bias is obviously a benefit for businesses that offer such a service. The modern approach to call center operation is doing whatever it takes to place customers first. An appealing way to complete that mission is to implementing a service that removes the frustration of being on hold, which is exactly what Fonolo achieves.

The entire service is meant to integrate smoothly with other contact center software and scale with businesses' needs as they grow. During peak times of day and times of year, this type of service can be essential to creating or preserving a positive caller experience.

Edited by Peter Bernstein

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