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News : PetSafe Advances Customer Care With Aspect Software
Phoenix, AZ, April 22, 2014 -- Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office solutions, and cloud solutions, announces PetSafe(R), a developer of pet behavioral, containment, and lifestyle product solutions and services, will deploy cloud-based social customer care solution, Aspect Social, as well as Aspect's full suite of integrated contact center and workforce optimization solutions.
According to recent research findings by Forrester Research Principal Analyst Kate Leggett, social customer care tools and solutions enable retailers to connect with consumers, as well as react to questions and complaints quickly and efficiently. Forrester found that merchants that leverage social customer service have experienced a variety of benefits, including improved customer loyalty, increased customer satisfaction, reduced support costs and incoming support calls and improved agent efficiency.
"More and more PetSafe customers have started to engage us using social media to ask about products and talk to us about pet care issues, so it is essential for the company to become interactive on those same platforms," Becky Gargis, Director of Customer Care at PetSafe, said. "When upgrading our contact center technology, it was important that we selected a solution that integrated our social customer service activity with the rest of our contact center operations in order to give us a full 360 degree view of our interaction activity. With Aspect Social, Aspect was able to provide a robust solution that gives us a rapid deployment and enables us to see the benefits of our investment very quickly."
PetSafe will also expand their customer service functionality by adding omni-channel capabilities to the company's contact center, providing greater care continuity between channels.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Wednesday, April 23, 2014