Social CRM & Mobile Care

For any company in the business of selling a product or service, customer retention is of the utmost importance. Therefore, the task of continuously striving to improve a business’ customer service process is never over.

In order to keep current customers satisfied and in turn provide positive feedback for prospective customers, it is necessary to provide a platform to allow them to have an open line of communication to express their satisfactions, qualms and be able to ask questions in real time.

There are a number of ways to incorporate the technology we use everyday into the process of customer service to enhance each customer’s experience based on their specific requests.  If your company is familiar with these customer service challenges, the question remains: is your enterprise ready to adapt to the times and improve your customer service experience with the latest social and mobile platforms? 

If the answer is yes, it’s time your company begins utilizing a platform that will allow your customers to provide feedback and receive support from mediums they use on a daily basis such as social CRM and mobile outlets.

Hold-Free Networks’ software as a service (SaaS (News - Alert)) offering provides a personal concierge for customer service interactions that liberates consumers from the time-wasting frustration of robot phone systems, music-on-hold, and web forms. Hold-Free’s unique, patent-pending offering enables customers to move seamlessly between an enterprise’s existing Web self-service, voice automation, and live agent service options and removes the barriers between multi-channel support offerings.

Not only does Hold-Free’s social CRM and mobile care solution improve the customer service experience for enterprises, but it also reduces the contact center’s expenses at the same time. By enabling consumers to tap into mobile applications, enterprises can reach the companies they are looking to target and input their personal data seamlessly. Customers are then provided with information on their mobile devices regarding when they can expect a call from a contact center representative, who will already have their account data at hand, making the customer service experience shorter, more productive and more efficient as well.

In addition to mobile care features, Hold-Free also enables the enterprise to take advantage of Web 2.0 functionalities and social networking technologies that empower consumers with control of their customer service experience using familiar client, web and phone interfaces.

For more information on Hold-Free Networks and how your company can benefit from its social CRM and mobile care solutions, visit the company’s website.

To find out more about Hold-Free Networks, visit the company at ITEXPO East 2012. To be held Jan. 31- Feb. 3 at the Miami Beach Convention Center in Miami, Fla.  ITEXPO (News - Alert) is the world’s premier IP communications event. CEO Lance Fried is speaking during “Making Social Media Work within Your Business.” For more information on ITEXPO registration click here.

Stefanie Mosca is a Managing Editor for TMCnet, with a particular focus in wireless technologies as well as mobile and IP communications. She holds a master's degree in journalism from Quinnipiac University and a bachelor's degree in communication from the University of New Haven. To read more of her articles, please visit her columnist page or follow her on Twitter (News - Alert) @stefaniemosca.

Edited by Stefania Viscusi