SoundBite Releases Proactive Customer Care Solutions
Cross-channel survey solution leverages mobile devices for increased response rates.
Posted Oct 25, 2012
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SoundBite Communications this week released its Proactive Customer Care Solutions suite to transform contact centers into multichannel interaction centers. 

The new customer care solutions suite can be used for the following:

  • surveys;
  • product recalls;
  • enrollments;
  • notifications;
  • confirmations;
  • welcome messages; and 
  • data capture.

SoundBite's Proactive Customer Care Solutions include 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. 

"In today's highly competitive environment, it is imperative for companies to provide a better overall customer experience while uncovering and resolving potential issues before they result in customer attrition," said Debbie Braunert, vice president of marketing at SoundBite Communications, in a statement.  "SoundBite's Proactive Customer Care solutions, including our consultative services, have helped our clients increase customer satisfaction, improve Net Promoter scores, reduce inbound call volumes, resolve issues, and reduce customer churn, all of which are critical as customer acquisition costs continue to rise."

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