In an economy being driven by a new age of empowered consumers, it is important that businesses understand how it works and take advantage of it. It is critical to know how to improve the customer service experience and reduce the infrastructure expenses for contact centers. With a personal concierge service by Hold-Free Networks, the leading provider of Web 2.0, these businesses do see results.
According to this Business Review report
, using this social CRM and mobile care
solution, call centers utilize Hold-Free Networks
applications to help customers interact within the system instead of sitting on the phone, frustrated by the current automated phone system. No more Web forms or mundane elevator music while on hold.
Hold-Free Networks gives customers the ability to move through the existing Web self-service platform more independently. It utilizes voice automation and live agents
as options and knocks down the walls between the multichannel support offerings. These customer service offerings like social CRM and mobile care greatly increase the customer experience while reducing costs.
Hold-Free Networks recently announced that it will release a report entitled “The 10 Rules to Promote Conversational Commerce”. This collaboration with Opus Research joins a movement of consumer-to-business resurgence to address that ongoing reality that technology
is being driven by the consumer. Gone are the days where an enterprise dictates the resolution of a customer service call, according to the report. Consumers are demanding their voices be heard, literally.
Dan Miller (News
), a senior analyst at Opus Research, says that the project was fun and timely because enterprises and their customers are continually learning how to communicate
. But Miller says not to confuse social CRM and mobile care with other effective customer service solutions. The announcement was made at an SXSW (News
) conference where the report was made available to future attendees at other events.
For those who are interested in receiving a free copy of the report, Miller served on a panel slotted from 5 to 6 p.m. on March 12 at the Hilton Austin Downtown where attendees were able to tweet #sxsw to @holdfree. At the conclusion of the conference on March 18, copies of the report were available to the public at www.opusresearch.net or by visiting social CRM and mobile care at TMCnet.com.
Hold-Free Networks’ objective is to find problem resolution for businesses that place customers on hold and expect them to wait. And a resolution is only a couple quick clicks away on any smartphone. Using social CRM and mobile care technology, Hold-Free Networks allows customers to request support from the specific company they wish to do business with. Whether it’s live help or self-service, there is a choice.
Edited by Stefanie Mosca