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In the customer support
business, retention is the key to generating both
revenues and profits. In fact, one Harvard
Business School study found that companies could
increase profits by 25% with a 5% reduction in customer
defections. But how?
Today's call centers face a multitude of challenges,
ranging from high agent turnover, to supporting
increasingly complex products, to rising operating
costs. To make matters worse, Web-based customer
service, originally intended to reduce call volume,
has only increased it; customers frustrated by having
to search for answers invariably turn to the telephone
for help.
Tell-Eureka was founded by a team of seasoned
entrepreneurs and speech experts to answer the call
- providing product manufacturers and call centers
with the technology to improve customer service
levels and reduce operating costs, while leveraging
existing investments in online support initiatives.
The company's combination voice- and Web-enabled,
intelligent self-service solution enables callers
to resolve common problems quickly and effectively
using natural conversations over the phone, freeing
customer service representatives to focus on more
complex problems and revenue-generating activities.
With this breakthrough application in call center
automation, support organizations now can cost-effectively
overcome the challenge of providing superior customer
service, and generate both top- and bottom-line
results.
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OVERVIEW
