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SoundBite Unveils In-Home Service Appointment Solution To Reduce Operating Costs And Improve Customer Service

BEDFORD, Mass., Nov. 11, 2010 (GLOBE NEWSWIRE) -- SoundBite Communications, Inc. (Nasdaq:SDBT), a leading provider of on-demand, multi-channel proactive customer communications, today introduced the SoundBite In-Home Service Appointment Solution, providing relevant and timely multi-channel communications for home appliance, cable, satellite and broadband service providers. This solution helps service providers lower operating costs, reduce customer churn, differentiate service and provide customers with greater convenience throughout the entire appointment experience. 

SoundBite's In-Home Service Appointment Solution helps service providers reduce unnecessary truck roll costs by ensuring customers are at home when the technician arrives, reduce customer churn and protect future revenue through differentiated service and greater convenience throughout the entire appointment experience. The flexible, on-demand solution allows service providers to leverage the full solution or specific components of the solution to address certain business objectives:

  • Reduce operating costs through interactive appointment reminders with an option to confirm or reschedule an appointment without agent assistance
  • Differentiate service through timely notifications of the technician's arrival using interactive mobile messaging
  • Protect future revenues and strengthen customer loyalty using immediate follow-up surveys to measure service levels and quickly resolve any poor experiences before customers defect

The multi-channel solution is designed to align with varying consumer communications preferences and the ubiquity of mobile phones. Service providers can tailor their contact strategies to consumers' stated communications preferences and observations gleaned from previous contact attempts. The solution also offers contact strategies to secure mobile consent to send future communications to the consumer's mobile device for other relevant information. 

A new survey, conducted by Harris Interactive on behalf of SoundBite Communications, reveals that 76 percent of consumers who have waited for in-home service are inconvenienced by the standard 3-5 hour service windows. The majority of those consumers — 61 percent — would prefer text message notifications providing one hour's notice to ease the frustrations and inconvenience experienced with home appliance, cable, satellite and broadband service provider appointments. 

"Having an interactive mobile messaging strategy is a business imperative for any organization who seeks to build lifelong, profitable customer relationships," said Mark Friedman, chief marketing and business development officer of SoundBite Communications.  "SoundBite's In-Home Service Appointment solution addresses the costly impact of long service windows on customer satisfaction while creating an opportunity to build deeper customer engagement by honoring their communications preferences."

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