In the past few years, we have seen a change in the way that people are accessing Internet content. The use of smartphones and other portable devices has driven the need for companies to create savvy apps to address the mobile nature of today’s consumers. This also has filtered through to customer service.
The widespread mobility trend has been a game changer, and companies know that if they want to really connect with their customers, they have to reach out to them where they are, and that means expanding their social CRM and mobile care services.
Of course, conveying confidential information such as account numbers and personal details over mobile networks opens a whole new can of worms when it comes to security. Hold-Free Networks is one organization that gets the importance of social CRM and mobile care and has also addressed the issue of security with its biometric verification program.
Hold-Free Networks’ services, as captured in this white paper, help integrate social media with smartphone applications while improving the performance of these apps. The result is a better customer experience. The company also offers a social CRM and mobile care platform, called Web 2.0 Customer Service, which was designed to meet the needs of today’s mobile consumer. The company is creating a new business model to match the evolving demands of customer service.
While out and about, nobody wants to have to stop and search for contact information in order to connect with customer service. In fact, consumers want the ability to instantaneously address concerns at the touch of a button without having to say a word, especially if they are in line at the grocery store or on their way to a meeting.
Hold-Free Networks’ social CRM and mobile care package satisfies these requirements and eliminates the need for customers to endlessly sit on hold or key in/repeat the same information over and over again. This is accomplished through Reverse Automation technology, which provides many of the benefits of a live agent and melds them within a self-service menu.
In essence, the platform was designed to provide software-as-a-service (SaaS (News - Alert)). This means there is nothing to integrate and no disruptions to current call center systems, making it easy to get up and running. Hold-Free Networks reduces the number of misguided transactions, making self-service interactions more productive.
Hold-Free Networks was built on four S’s – service, sales, social, and security. The social CRM and mobile care package allows customers to access service in their preferred method of communication – via Web, smartphone, or through the Q-Free service housed in the cloud. A call-back option is included, which eliminates unnecessary wait time and time spent navigating automated menus.
The platform even encompasses a secure channel designated for custom offers and connects with social media networks to allow exchange of feedback, contextual analysis and follow up. Top notch security features reduce risk of fraud.
As Hold-Free has demonstrated, mobile is where it’s at. And, whatever the customer need, there will be an app designed to match.
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Edited by Brooke Neuman