Introducing Talkdesk Context for Mobile - Talkdesk - ContactCenterWorld.com Blog
Talkdesk is proud to announce Talkdesk Context Mobile, part of the broader Talkdesk Context suite designed to provide up-to-the minute intelligence on customer self-service activity. Context Mobile is a contact center solution that provides real-time information about a caller’s mobile in-app activity to customer service agents, so they can immediately provide relevant and personalized support. The service will be available as a closed beta today and general availability will come soon after.
Talkdesk Context is a response to common pain points that customers experience during contact center calls. It’s a shortcut to their resolution that bypasses satisfaction-reducing tasks like account identification, agent switching, lengthy issue explanation and waiting on hold. Context is designed to allow Talkdesk customers to utilize our smart contact center technology to skip all of the undesirable contact center actions and focus on the things that matter most: resolving issues for callers.
Context Mobile is a new feature that allows Talkdesk agents to view information about a caller’s in-app activity before they even answer an incoming call. It’s designed for the modern customer, who often attempts to solve problems through self service first and resorts to a phone call if they can’t resolve the issue on their own.
With Context Mobile, agents who answer a call will instantly have access to critical new information about a caller. First, they will have instant account identification authentication from the incoming phone number. No more asking for a caller’s name, address or account number, Instead, agents can answer the call and greet the customer by name.
Second, Talkdesk Context gives agents access to information about the caller’s in app-activity. In the case that a caller has been using a mobile app to prior to placing a support call, the agent who answers their call can use that information to instantly identify the issue.
For example, consider a customer who was trying to book a hotel room through an app but didn’t want to complete the process without first checking to see if the hotel was pet-friendly. Typically, that customer would have to call the hotel chain and ask their question. If they got the answer they wanted, they still have to specify the exact location they want to use, give their name and contact information, confirm the dates of their stay and select the size of their room.
With Context Mobile, Talkdesk customers can recognize the incoming caller from their mobile phone number and answer the call by saying, “Good afternoon, Mrs. Johnson, it looks like you’re trying to book a queen suite in our New York location for October 7-8. Can I help with that?” The agent can then confirm that the hotel is pet-friendly and complete the reservation without needing any additional information from the customer.
One of the most exciting features of Context Mobile is that customers can avoid the waiting process altogether by using Talkdesk’s callback form. The new feature allows customers to request a call back from the next available agent instead of waiting on the line for that agent to free up for their call. It’s a natural next step in saving the customer time and effort during support interactions.
Talkdesk Context Mobile is a huge next step in the evolution of contact centers, one that forward-thinking companies will use to dramatically increase customer support and agent efficiency immediately. We’ll be rolling out additions to the Talkdesk Context suite in the future, so stay tuned to see what comes next.
Click the button below to schedule some time with a Talkdesk expert and see Context Mobile in action.
Publish Date: September 12, 2017 5:00 AM
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