ContactWorld for Service

A contact centre solution that puts your customers at the heart of what you do

It's a truth universally acknowledged that it's cheaper to keep an existing customer than it is to acquire a new one.

With ContactWorld for Service from NewVoiceMedia you can deliver a great customer service experience that gives you an enviably low churn rate. After all, according to analyst firm Gartner, customer experience is one of the few differentiators that is hard to imitate.

Customer experience is one of the few differentiators that is hard to imitate.
In “The Gartner CRM Team Perspective on Customer Experience Leadership”,
Ed Thompson, Adam Sarner et al, December 2011

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Service that delivers

Is your customer service a marketing tool for your business or is it working hard for your competition? Are you giving your customers a good customer service experience or a lousy one?

Prioritise key customers

Wouldn't it be great if you could put your most valuable customers to the head of the queue or route them to your most experienced staff? Or if you could prioritise customers who are coming up for a contract renewal so they don’t wait so long? With ContactWorld for Service, you can.

Send people to the right agent first time

By understanding your customer’s prior behaviour you can manage their call appropriately. For example, you can route calls automatically based on, say, a support contract, warranty or what they have previously bought. You can route calls based on what matters most to your customers.

We’ll call you!

Use the Click-to-Call-Back functionality so your customers can request a call back from your website. This starts a call from your service team to your customer automatically - meaning you can deal with any issues or questions instantly.

Support flexible staffing

Because ContactWorld for Service is based in the cloud, all your agents need is a phone, a computer and an internet connection. They can work anywhere, anytime so you can be much more flexible and responsive to changes in demand. This means better response times when you’re busy and lower costs when you're not.

Professional contact centre tools

With ContactWorld, you get call recording, interactive voice response, management reporting and automatic call distribution with no on-site hardware or upfront capital cost and you can be up and running in weeks not months.

IVR and Announcements

IVR options and announcements can be changed easily in the administration of ContactWorld for Service, giving you flexibility and control over your call plan.

Salesforce

Integration with your customer and prospect data provides a seamless view of all your activity.

Ready to talk more?
Contact us and we'll be happy to tell you more about our Service solutions.