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News : Better CS Deploys Bright Pattern Cloud Contact Center Solution
San Bruno, CA , August 12, 2014 -- Bright Pattern announces that Better CS, a Business Process Outsourcer (BPO) has deployed its cloud contact center solution to help retailers mitigate losses from credit card chargebacks.
Credit card chargebacks – the reversal of a credit card purchase – are a fact of life for merchants, and most common in the online retail vertical. When a customer can't get satisfaction over the phone through a retailer's contact center, due to poor customer service, their next step typically is to turn to their bank and dispute the credit card charge.
Persistent high volumes of chargebacks can lead a bank to cancel a merchant's account, impacting the company's top line due to being unable to accept the most convenient form of payment; companies scramble to establish a new merchant account to accept credit card payments again.
Worse still, the fees that banks levy on chargebacks are steep, and can accrue, generating significant losses.
Recognizing that poor customer service is a leading contributor to chargebacks, David Jones, president of Better CS, identified an opportunity. His value-added Business Process Outsourcing (BPO) firm offloads the contact center customer service function from his customers, and, unlike many BPOs that focus on day-in-day-out contact center execution, provides guidance on improving customer service, and other business processes.
For the contact center functionality, David chose ServicePattern, a cloud contact center solution from Bright Pattern.
David explained that "the Bright Pattern solution is very intuitive for administrators and agents alike. It's a user friendly platform. The software-as-a-service model gives me the flexibility to have agents work at home, and lets me pay as I use the service, rather than making huge upfront investments in telecommunications equipment."
Bright Pattern's cloud contact center platform is a foundational element that enables Better CS to deliver on its promise to improve customer service and reduce chargebacks for its customers.
Posted by Veronica Silva Cusi, news correspondent
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About Better CS:
Better CS, LLC is a value-added Business Process Outsourcing (BPO) firm that applies expertise, knowledge, data and technology to create a client experience that makes your customers want to keep coming back. Our unique collaborative approach develops business rules that work for you to prevent losses, retain customers, and improve customer service.
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Wednesday, August 13, 2014