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News : 1-800 Contacts Adapts Consumer Engagement During COVID-19

#contactcenterworld, @redpointglobal

Wellesley Hills, MA, USA, Aug 4, 2020 -- 1-800 Contacts selected Redpoint Global in 2020 as their technology platform to orchestrate the omnichannel experiences at the heart of its customer relationship management strategy. The customer-centric approach of the contact lens retailer in the US combined with marketing initiatives has enabled 1-800 Contacts to step up efforts to reach and delight an entirely new audience during the COVID-19 pandemic.

Over the past 24 months1-800 Contacts has placed an increasing focus on using personalization technology to scale a customer-centric approach, making its marketing highly adaptive to the times. Redpoint underpins the depth and flexibility of their approach with technology to tie various marketing execution systems together and make real-time personalization possible. Combined with shipping and ecommerce enhancements, 1-800 Contacts has also further strengthened their customer connections and removed friction from the customer experience.

"Everything we do is driven by a relentless commitment to deliver the best experiences for our customers," said Phil Bienert, Chief Marketing Officer at 1-800 Contacts. "This commitment deepened during COVID-19, knowing we were responsible for delivering an essential product quickly and reliably. We also discovered our call center agents were on calls longer because our customers were craving more human interaction versus just a transactional experience. Taking time to deliver personalized experiences for customers drives loyalty and fosters a strong positive sentiment of the company. We know to build lasting customer relationships; we need the most accurate real-time customer data accessible through a continually updated single customer view. Redpoint’s rgOne platform will be a fundamental element to help deliver this type of personalization at scale."

"As one of the original direct to consumer brands (DTC), 1-800 Contacts already knew the value of differentiated experiences," said John Nash, Chief Marketing and Strategy Officer for Redpoint Global. "1-800 Contacts has been on an ambitious path to creating a market-leading one-to-one customer experience, an approach that proved invaluable in understanding the needs and expectations of new customer segments during a turbulent time. Redpoint is committed to helping them to continue delivering on their ambitious goals – that is to achieve exceptional customer loyalty and realize new sources of revenue."

#contactcenterworld, @redpointglobal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 1-800 Contacts:
1-800 Contacts is the original disruptor of the vision industry and has spent the last 25 years in pursuit of a better way for vision care and customer experience. The brand has advocated relentlessly on behalf of customers, securing federal legislation that allowed customers the right to their prescription and paving the way for another generation of start-ups. 1-800 Contacts employs more than 1,000 associates between its Utah and North Carolina campuses and is part of the Internet Retailer Top 500.
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About RedPoint Global Inc.:
Company LogoRedPoint Global empowers organizations to bring together all the customer data they need to create precise one-to-one interactions with their customers across any and all marketing channels. Unlike other solutions, the RedPoint Convergent Marketing Platform, a customer engagement platform, enables users to quickly extract structured and unstructured data from wherever it is, easily analyze customer behaviors and preferences, and create precisely the right messaging -- whenever and through whatever channel required -- all from a single platform.
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Today's Tip of the Day - Real-Time Information Solutions

Read today's tip or listen to it on podcast.

Published: Wednesday, August 5, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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