Virtual Hold Helps Customers and Companies Cross the Conversation Bridge

By Rich Steeves
TMCnet Managing Editor

When it was founded nearly 15 years ago, Virtual Hold Technology’s (News - Alert) mission was to eliminate hold time. The company’s solution would quote a wait time for a customer and then an agent would call that customer back when it was his or her turn. This solution was great for more than a decade, but in today’s multichannel world, it was not enough. So just this year, VHT has released a new solution that will help both customers and companies cross the conversation bridge.

In an exclusive interview with TMC (News - Alert), Eric Camulli, vice president of Marketing at VHT, spoke about the company’s new Conversation Bridge technology, its origins and its benefits to both customers and companies. The genesis of the solution was the multichannel nature of customer contact. These days, consumers use the Web, mobile apps and Facebook (News - Alert) to look for answers to their customer service questions. But, if they cannot find the answers they seek, these customers have to start all over when they call a contact center agent.

Now, the Conversation Bridge solution will span the gap between self-service and live interactions. It gives customers a chance to talk to live people, but makes the transition to that step as seamless as possible. Whether customers are on FB, an app or a website, they can request a callback from the right department. The callback agent will know what the customer has been doing on Facebook or the company webpage, and will have the correct screen pop.

According to Camulli, the Conversation Bridge has been very popular in the six months since its release. The “callback with context” from all channels – even if you are accessing the Internet from your gaming console – has allowed organizations to empower customers to accomplish their goals. VHT has found that customer response has been very positive with the Conversation Bridge, since it helps companies to get what they want – higher net promoter scores – and has met or exceeded expectations.

As for the consumer, Camulli stated that they are happy to have three important needs met. They don’t have to start over, repeat themselves or sit on hold. Plus, this saves time for the business as well, as they don’t have to waste time with reauthentification. Ultimately, though, the Conversation Bridge is a success because it helps customers win. And, in the end, that is good for everyone.

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