SkyCreek’s custom, multi-channel (IVR, email, text) preemptive service notification solutions alert your customers to issues and outages affecting their service and prevent avoidable inbound support calls and negative customer experiences.
Today’s service providers must implement a proactive outreach strategy, instead of adding support resources to respond after issues and outages. Companies can use service-impacting issues as opportunities to demonstrate their commitment to proactive customer service and foster greater brand perception and loyalty. They must view issue and outage alerts as a key element of their service management strategies, rather than stand-alone customer contact processes.
Our contact management platform, eContact, offers advanced voice mail detection capabilities to increase the accuracy of delivering complete notification messages. eContact scales contact resources to notify all impacted customers in a specific contact window and dynamically adjusts contact methods and strategies to assure the highest possible customer notification rates.
We also provide web based tools for 24×7 access to our notification contact capabilities. This always-on access allows our customers to achieve multi-layered, coordinated notification capabilities. Additionally, through our custom integration services, we can feed real-time customer notification status to inbound call center operations. Service providers can reroute inbound support calls from notified customers to automated messages versus live support operators.