Founded in 2009, Hold-Free Networks has spent the last three years redefining the modern customer service experience through its innovative Web 2.0 Customer Service solution. By integrating the latest emerging technologies such as the Internet, social media and mobile devices, Hold-Free has allowed enterprises and its consumers to obtain a revolutionary customer service experience for a fraction of the cost without sacrificing efficiency.
With its social CRM and mobile solution, Hold-Free primarily targets financial services, insurance, service providers and travel organizations as well as technology businesses of all sizes.
However, while the customer service aspect of Hold-Free’s solution is a significant part of its offering, it is only one component of a complete four-module solution that the company provides. The three additional modules aside from service include sales, social sentiment and security, all elements essential to providing a unified social CRM and mobile customer experience.
The sales module allows businesses to send information and offers tailored to the interests of specific end users. Depending on the industry each business is targeting with Hold-Free’s solution, the results will be customized to their particular needs. The sales module also helps businesses build customer loyalty and offers them a channel to pitch customers on additional products and services.
One outlet that has become increasingly popular and effective in providing customers with a convenient platform to share their positive and negative feedback regarding brands and vendors is social media. The social module of Hold-Free’s solution allows users to provide a rating of their customer service experience that can be shared through social platforms like Facebook or Twitter (News - Alert).
The fourth module, security, is a Representational State Transfer-(REST) based service that leverages voice biometrics and encryption that in turn offers authentication for each user’s customer service experience. The security module provides assurance of the support a user receives when a client initiates a request to the software’s server.
In a recent interview with Wendell Black, president of sales and business development for Hold-Free, he mentioned that in terms of the company’s target markets, large enterprises actually have the most to gain by utilizing Hold-Free’s solution. Black added that Hold-Free customers saw a 25 to 30 percent savings on call handling, and agents spent 20 to 25 percent less on calls in the early stages of deployment, and this is all while customers experienced a higher level of service.
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 @stefaniemosca.
Edited by Stefania Viscusi