The situation
A national media group serves millions of Americans through its news subscriptions, technology services, and marketing agencies. The company spent significant time interacting with customers to manage newspaper subscriptions and delivery, including stop and start vacation holds and payment issues, requiring additional (and costly) human resources.The challenge
The company came to SingleComm with a big need and a small time frame: implement a robust IVR system to increase customer satisfaction without increasing agent headcount. And they needed it yesterday. Make that the day before yesterday.
The system would need to connect seamlessly with its CRM to handle inbound subscriber interactions such as vacation stops, subscription options, problems with deliveries, and customer questions, as well as outbound communications, including balances due and inclement weather notifications–specific to subscribers’ geographic location.
Bottom line: the media group needed some good news in the form of an all-in-one time-saving, cost-reducing solution from SingleComm.
The solution
SingleComm delivered what the company needed–and then some–with the IVR solution they wanted in weeks instead of months.
The self-service IVR enabled the client to manage more than 60% of both inbound and outbound client calls. It was also customizable to the companies’ needs, delivering just what they wanted–much like they deliver the news.
The results
By automating delivery and payment communications, the company reduced agent load, lowered overhead and staffing costs, and greatly reduced human error. In addition to reducing the number of agents needed and freeing up agents to handle more sophisticated issues, the IVR increased customer satisfaction with proactive communications.
Born out of a need in the marketplace, SingleComm was built from the ground up by contact center professionals. With decades of experience, SingleComm helps companies do more for less through the industry’s most affordable, powerful CCaaS solution.
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