Quintus Corporation, the provider of contact centre solutions represented locally by e-Contact Solutions, has announced that OhGolly.com, a provider of free websites to over 100 000 small businesses, has chosen Quintus eContact to enhance customer service.
This will be done by allowing OhGolly to communicate efficiently with customers and track customer interactions over the Web, phone or e-mail.
The Quintus eContact Suite allows contact centers to manage and route customer interaction through a wide range of media, including voice, voice over IP, interactive voice response, facsimile and imaging, e-mail, Web and e-commerce. eContact records and stores details of each customer interaction in a common data repository, enabling agents to provide personalised service based on each customer`s actual history.
OhGolly builds free and premier customised websites for selected small businesses and provides personalised service to those sites. Quintus eContact will help OhGolly`s service representatives, known as Internet Customisation Coaches, respond efficiently and effectively to the needs of customers. In addition, eContact`s Web collaboration feature will enable the OhGolly sales team of Internet Business Coaches to demonstrate how to build and edit a personalised Web site with OhGolly.
For instance, Quintus eContact will enable OhGolly`s Internet Business Coaches to use the telephone, text-based Web chat and Web collaboration to explain OhGolly`s service offerings to prospective customers. When a potential customer logs on to the OhGolly site, the business coach will be able to "push" pages to the customer`s screen, showing the advantages and simplicity of owning and working with an OhGolly Web site.
Additionally, the coach will be able to show and discuss the premier services available, allowing OhGolly to highlight these value-added services.
"Quintus eContact is the choice for our young, rapidly expanding company because it can scale with us as we grow and tie together the sales and service departments to track our customers from the moment we first speak with them," says Jeff Daniels, VP of direct marketing for OhGolly.
"We`re providing customer support over the phone and the Web, which means consistent and effective service is key to our company`s growth and success. OhGolly intends to differentiate itself from competitors by delivering optimal customer care, which makes our selection of eContact a critical business decision."
Share