Utility customers not only crave solutions for more reliable communication, but desperately need them. So when Hurricane Matthew tracked across Florida, a major utility partnered with West to provide the instant peace-of-mind their customers sought. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, they employed a number of communication strategies to ensure every customer’s voice was heard. When all was said and done, they successfully automated around 34,000 inbound calls, placed 2.3 million proactive outbound calls and saved $1 million along the way.
Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.
Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >
By Doug Thompson, Director of Product Management and Development, West Interactive
The customer service formula of yesteryear fades further into obscurity every day. Wait for a customer to become agitated, take their call, and then play damage-control. This didn’t jibe with customers even when landlines were the norm, and it’s simply unacceptable now — especially while Joe Schmo compares his interaction with an electric company to Zappos’ swiftness earlier in the week.
We get it: In an industry where unforgiving circumstances dictate all, creating a consistently rewarding customer experience can feel a lot like bailing water out of a sinking ship. Read More >
West is honored to receive the 2016 CRM Service Winner Award for Interactive Voice Response (IVR). Dedicated to helping clients facilitate more rewarding customer interactions, West views IVR as the backbone for a complete, well-rounded multi-channel customer experience. We are proud to deliver a sturdy foundation for more connected communication. Read More >
By Jen Rychly, Media Coordinator – West Corporation
On Friday, March 11, 2016, it was publicly announced that West Corporation had been selected as one the recipients of the 2016 Bubbler Awards: Wisconsin’s Best Places to Work for Young Professionals. The Bubbler Awards create an opportunity for companies to showcase the strides they’ve made toward accommodating the needs and interests of a shifting new workforce – Millennials.
This award holds a great deal of meaning for West. Selection was not random or based on luck. Our own employees felt confident that West is the best place to work and took the time to fill out a nomination form.
This speaks volumes as we strive to ensure that West’s culture is inclusive and inviting, and that our offices create an environment that our employees are excited to work at. Read More >
by Jen Rychly, Media Coordinator – West Corporation
Recently, two executives within West Corporation were featured in CIO, a publication geared toward IT professionals. The latest issue details an up-and-coming trend that is becoming more common among information technology organizations. West is among one of the leading technology companies using online training. Clearly, online training doesn’t replace a formal education, but for those looking to expand or simply begin working on their big data skillset–online training is a perfect place to start.
Acquiring the big data skillset
Due to rapidly evolving technology, it’s often challenging for organizations to acquire the “perfect” candidate with all the necessary skillsets needed to perform to expectations, particularly in big data. Even when they think they have the right fit, the skills needed today may become passé tomorrow. By offering online training courses, West ensures our employees are up to speed on the vital skills needed in today’s fast-moving tech world. Read More >
Ah, Valentine’s Day. The time of year that masses of eligible singles sit at home with pints of ice cream on-hand, scrolling through nauseatingly romantic pictures in their Facebook and Instagram feeds. With each refresh comes a feeling of satisfied envy. Satisfied being the key word.
Not long ago, such Internet scrolling transitioned from mouse wheel to persistent thumb. Robert Cringley recently posted an article detailing this evolution and why a computer in our pocket trumps one at a desk.
Sitting at a desktop with Ben and Jerry’s just doesn’t paint the same picture of self-pity as a mobile device, a couch and Sleepless in Seattle in the background. It’s strangely satisfying self-pity because it’s where we want it and how we want it.
Our mobile devices are part of us; when we wear our hearts on our sleeves, smartphones are waiting in our palms to pick up the pieces. Like a best friend, they are there at all hours, ready to swoop in wherever help’s needed.
When the couch gets monotonous and a private Valentine’s Day getaway is in order, companies in every industry are fueling the peoples’ demand for mobility by: Read More >
Voice self-service is a lynchpin for most companies’ customer service roadmaps. Optimization strategy can make it exceptional. Having seen the retail industry’s customer service influence across all verticals, we at West have witnessed the importance of evolution firsthand.
The consumer-driven world in which we live has spread the demand for accurate, immediate care when it comes to anything from pizza delivery, to air travel and even to choosing an insurance provider. Retail has set a standard that companies in every industry are being challenged to exceed.
While few would venture to argue against the need to drive an individualized customer experience, it is all-too-easy for brands to neglect helping voice solutions grow beyond their infancy stage.
Yes, we need to create a customer experience that evolves with our customer’s needs. But how does a company shift beyond stating the obvious to moving toward a more finite means of accomplishing customer satisfaction? Read More >
They say that variety is the spice of life, so when it comes to providing customers with individualized, custom-tailored experiences, it’s probably best to add an extra dash or two. Although the desire for quick and painless resolution is usually universal among customers, the means of reaching this destination tends to vary wildly depending on user preference.
After West’s clients expressed an overwhelming interest in multi-modal IVR during our 2015 Connected Customer Experience Summit, it’s only fitting to ring in 2016 by talking about the potential uses and impact of multi-modal solutions. (Which we will talk about in even greater detail during our first Product Advisory Council on February 2nd).
Customers in every industry demand answers when and where they want them. (We’ve noted before that one-third of Millennials would prefer to clean a toilet than wait for a live agent). Customers will go to extreme measures to self-resolve, but need reliability when an issue demands greater attention.
This is why it is so important for brands to cover all their bases, but also make sure that they can effectively orchestrate every channel around the tried-and-true customer fallback: a phone call.
West sees 2016 as an opportunity to help our clients create a more effective, consistent and rewarding experience for their customers by exploring a next generation communication solution that combines the reliable IVR of today with a mobile-ready visual interface. This concept centers upon allowing consumers to simultaneously interact via voice, Web and SMS, while completing just about any task that they’ve set out to accomplish. Read More >