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Radical Inc.Deploys Call-Back Feature For More Than 20 Retail Brands
E-commerce and BPO solution provider Radical Inc. recently announced it has successfully deployed Fonolo’s (News - Alert) Voice Call-Back technology for more than 20 popular retail brands.
Retailers, like many businesses over the last two years, have been under heightened amounts of pressure to deal with the new demands of customers in the digital space. Call volumes are dramatically rising across the board due to increased activity in the virtual world, and many call centers are simply underprepared to meet these demands in a timely manner. This means that potential revenue or customer satisfaction could be compromised at a time when businesses are in desperate need for positive cash-flow.
Developers at Fonolo have created a solution to help businesses manage these impossible call volumes through a customizable call back solution, allowing customers to put in a call request without wasting valuable time. By adding this feature, agents can devote the necessary time and attention for each individual's specific needs, and avoid rushing customers with poor service.
According to Radial's Director of Customer Care Innovation, Robin Gomez, recent trial runs of the Fonolo’s Voice Call-Back solution have demonstrated significant bumps in general customer satisfaction.
"We saw the abandonment rate dramatically drop when we offered the call-back option. When we turned call-backs off, the abandon rates would skyrocket again."
The solution has been adopted by retailers in a number of different areas, including apparel,cosmetics, sporting goods, and even luxury brands. Due to the diversity of client needs, the Fonolo Voice Call-Back solution allows users to configure settings that address the specific needs of each customer base.
"Our team at Radial has different strategies and tactics to address the unique needs of each brand," added Gomez. "Based on in-depth analysis of their daily volumes and patterns, we tune and tweak our call-back configurations to keep cost per contact low while providing top service."
Edited by Maurice Nagle
