Earlens Improves Customer Experience with Intelligent Routing
Earlens manufactures a revolutionary hearing aid and wanted to deliver personalized concierge service using case-based routing. Damon Boyce, Audiologist & Salesforce Administrator, discusses how Earlens improved customer experience, enhanced the agent experience, and gained deeper business insights with NewVoiceMedia's intelligent routing.
Routing using Salesforce Features
Route customers to the best available agents based on skills that are defined and kept up to date within Salesforce.
Intelligently route customers based on the latest information stored in Salesforce, such as case owner, last agent spoken to, or their latest post-call survey.
Route NewVoiceMedia voice and Salesforce digital channels to deliver a consistent customer experience across all channels while reducing administrative complexity.
Ease of Administration
Manage routing rules within your Salesforce environment to reduce operational complexity.
Keep a close eye on effectiveness across all channels since all channel activity is automatically and consistently logged into Salesforce.
Boost efficiency by allowing teams to be skilled on both voice and digital channels. Scaling up or down is simple, since the administration is done within Salesforce.