Call Centers Say Yes to Clickatell SMS and Save Millions

2008/08/21 07:50

Press Release from:

Clickatell

Company Releases New White Paper and Presents at Contact Centre World

Redwood City, CA, August 20, 2008 – Clickatell, leading global provider of mobile messaging solutions, today announced its work with First National Bank and Santam Insurance to raise customer satisfaction and reduce costs through SMS within their respective call centers.

According to a 2008 Aberdeen study surveying 4,500 respondents – concerns over a potential recession is a top-three business challenge for companies this year; in another study, Aberdeen found that 88% of best-in-class companies

considered corporate profitability to be a key metric driving the need to manage telecom costs – including in the call center.

“We have all been there – we call for service only to be #134 in the queue when we simply need a balance update or tracking number. Consumers are increasingly mobile and interact with a myriad of companies through call centers, often using their mobile phones – they demand quick response times and easy to use systems,” said Pieter de Villiers, CEO of Clickatell. “SMS provides an easy to use mobile solution that doesn’t require long wait times or interactive voice response systems. To better serve mobile customers and save money, organizations with call centers should take advantage of text messaging.”

In this month’s CRMBuyer, results from the recent Aberdeen study found that 80% of best-in-class call centers are leveraging text messaging, and also concluded that there is a marked difference in adoption in non-best-in-class organizations which are not taking advantage of an opportunity to add cost effective touch point between a given company’s expert resources and their customers through the use of text messaging.