Virtual Hold Technology last week introduced its Conversation Bridge solution that lets customers request a callback from customer service through internet-connected televisions and smartphones.
The Conversation Bridge is a multichannel call-back solution that launches call-back requests to connect customers with live service when they have reached a self-service dead end.
VHT’s Conversation Bridge technology blends automated support with the human touch by offering access to live agents when customers are contacting them through channels such as mobile apps, social media, and Web sites using devices such as smartphones, internet-enabled televisions, game consoles, and store kiosks.
"Companies can offer an easy and efficient way to satisfy customers who have tried to help themselves but have run into a snag and require human assistance," said Robert Brazier, VHT’s director of product management, in a statement. "Whether your customers are trying to make a purchase or reservation, solve a problem, or manage an account, there's no reason to leave them stranded and frustrated in a self-service dead end, no matter what channel they are using."
VHT's Conversation Bridge integrates seamlessly with businesses' existing communications infrastructure. When customers’ problems can’t be solved through self-service, the Conversation Bridge offers the expected wait time along with ASAP or scheduled call backs that capture previously entered context data from any channel and pass it to agents using existing routing and screen-pop systems. Customers don't have to endure extended hold times, start the call over, or repeat information. Instead, their call is handled by an agent empowered with the most recent relevant information and knowledge to resolve the problem.