This Day On The Street
Continue to site right-arrow
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Cramer's Action Alerts PLUS - See his portfolio and get alerts BEFORE every trade. Learn more NOW!

Proactive Customer Care Solutions From SoundBite Communications Deliver Enhanced Customer Experience And Higher Customer Satisfaction

BEDFORD, Mass., Oct. 22, 2012 (GLOBE NEWSWIRE) -- Cross-channel customer communications is now a reality, with mobile growth significantly scaling the number of customer touch-points. As a result, companies are increasingly grappling with evolving best practices across their customer interactions while striving to respond to consumer demand for cross-channel care, recognizing that perceptions at every touch point are critical to protecting brand value. Companies that leverage the mobile device to communicate more proactively across multiple channels will be rewarded with loyalty, revenue growth, and long-term customer satisfaction.

According to a recent Forrester report, it is imperative to provide cross-channel customer service in the way that customers want to receive it. In the 12 months prior to the survey, 68% of customers used the phone, 60% used help or frequently asked questions (FAQs), 54% used email, 37% used chat, 20% used SMS and 19% used Twitter (Forrester Research, Inc., Transform The Contact Center For Customer Service Excellence, June 2012). Customer service agents supporting these channels need access to the same information in order to ensure consistent service.

SoundBite's Proactive Customer Care Solutions transform contact centers into multi-channel interaction centers to enable customer service excellence. Proactive customer service provides important opportunities for engagement, especially as consumers increasingly demand more real-time, self-service options from their mobile devices. SoundBite's customer care solutions suite includes cross-channel:

  • Surveys
  • Product Recalls
  • Enrollments
  • Notifications
  • Confirmations
  • Welcome Messages
  • Data Capture

SoundBite's Proactive Customer Care Solutions provide an enhanced customer experience through some key underlying technologies, including SoundBite's Preference Center, which enables organizations to capture, manage, and honor consumer opt-ins and channel preferences for each of these communications. In addition, SoundBite's Contact Center Text Messaging Solution and Agent Text Portal combine to enable automated customer care through the use of SMS keywords, short codes, and a predefined set of business rules. Interactive text conversations can be escalated to a customer support agent who can access the entire message history and respond accordingly through the portal. The entire text message conversation will transition seamlessly from agent to automation and vice versa, depending on the consumer's most recent response. 

A Tier 1 US mobile carrier recently implemented SoundBite's Cross-Channel Survey Solution to improve customer satisfaction, identify detractors, and mitigate churn. SoundBite's solution is being used to launch a multi-question Net Promoter Score (NPS) survey, delivering over 1 million surveys monthly via interactive text messages. Respondents are segmented by their satisfaction levels, and SoundBite's integrated hosted dialer is then used to call back detractors to quickly resolve concerns and issues, providing a closed-loop process. The survey has achieved a 21% response rate, with 97% of the responses received in the first 24 hours. This enables prompt follow up with valued customers and the conversion of detractors into promoters. 

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Try it NOW
Only $9.95
Try it NOW
14-Days Free
Try it NOW

Check Out Our Best Services for Investors

Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Options Profits

Our options trading pros provide over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • Actionable options commentary and news
  • Real-time trading community
Try it NOW
Try it NOW
Try it NOW
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!


DOW 18,096.90 -106.47 -0.58%
S&P 500 2,098.53 -9.25 -0.44%
NASDAQ 4,967.1410 -12.76 -0.26%

Partners Compare Online Brokers

Free Reports

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs