Newsletter 
October 2007 Issue
- White Paper: Put Your CRM Data to Work for You
- Product Focus: SupportByFone
- Customer Spotlight: Health and Benefit Systems
- Ask Angel.com: What Does CRM Stand For?
- Webinar: How to Voice-Enable Salesforce.com
- Angel.com News: Recent Enhancements to Angel.com
White Paper: 5 Ways To Put Your CRM Data to Work for You and Your Customers
Organizations that leverage IVR applications with their customer service functions understand that one key to generating a positivecaller experience is providing self-service options, or providing callers with fast and efficient phone-based interactions to automatically deliver real-time information at their convenience. Simply put: the best way to serve your customers is to have the information they need, when they need it.
Information from your CRM system can also be used in an automated fashion to provide the caller with personalized information at the start of the call. IVR systems can be set to read data such as whether the caller is a VIP customer or may have recently ordered one of your products, upfront and respond accordingly. By doing this you accomplish increased customer satisfaction in two ways: 1) VIP customers can be addressed as such, sent into a special queue with more succinct IVR options and shorter on hold times, making them feel that they are appreciated as customers; 2) a customer who has recently purchased your product or submitted a help desk ticket can be identified by caller ID, and given the information they are likely looking for – such as order or ticket status – immediately without having to wait on hold to speak with an agent.
Learn more and put your CRM to work for you and your customers. Download the complete white paper today by visiting http://www.angel.com/landing/white-paper-crm-newsletter.jsp
Access other Angel.com white papers by visiting: http://www.angel.com/resource-center/whitepaper-vs.jsp
Product Focus
SupportByFone
SupportByFone by Angel.com brings the power of salesforce.com's Service and Support offering to the telephone. With SupportByFone, callers are no longer forced to wait on hold to report or check on a case. Callers are connected to SupportByFone where they can check the status of a case, open a new case, update a case description or transfer to a live agent.
Highlights:
- Instant access to case status
- Easy to deploy and manage via Angel.com’s web-based Site Builder toolkit
- Includes call queuing, call whispering, call recording, and post-call customer satisfaction surveys
- Instant access to your call queue monitor to see live call load and agent availability.
- Seamless integration with your salesforce.com application
SupportByFone personlizes the interaction with callers by taking into account their previous case activities. Callers who just opened a case, for instance, are presented with the status of that case upfront and given the option to re-open, or update that case.
For more information about Angel.com SupportbyFone or other CRM applications, please visit: http://www.angel.com/solutions/salesforce.jsp or call us at 888-MyAngel and ask for “Sales.”
Customer Spotlight
Health and Benefit Systems
Health and Benefit Systems Inc. (HBS) provides expert consulting solutions aimed at addressing employee benefit and human resource challenges. Services are focused on helping employers provide affordable, high quality employee benefit programs.
Challenge: HBS has developed a unique process of Human Resource (HR) and employee benefit strategic planning. However, the limitations of its reporting abilities made it difficult to demonstrate the value HBS was adding to its client’s HR departments. The company was challenged to address growing client needs, and implement a new call center solution to handle reporting and monitoring capabilities.
Solution: After a lengthy search for a provider that offered an easy-to-implement solution with dynamic reporting capabilities, HBS selected SurveyByFone from Angel.com – a fully hosted, speech-enabled, Interactive Voice Response (IVR) solution. HBS uses SurveyByFone to conduct automated consumer surveys to help quantify the value of their benefits programs. Survey responses – including voice responses to open-ended questions – are captured and entered into a salesforce.com database, where they’re available to HBS personnel and their clients instantly.
Results: HBS has found great success with Angel.com. Currently, the company runs over half a dozen sites simultaneously, with the majority of users in their first or second year partnering with HBS. Based on a year of results, Angel.com’s SurveyByFone application has proved to be essential in maintaining client relationships.
Read the full success story or view other case studies by visiting: http://www.angel.com/customers/
Learn more how you can implement phone surveys leveraging your salesforce.com data, visit http://www.angel.com/contact.jsp or call 888-MyAngel to speak with an Angel.com representative.
Ask Angel.com
Q: What does “CRM” stand for?
A: “Customer Relationship Management”. CRM incorporates a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. If implemented properly, CRM provides better customer service, makes call centers more efficient, helps cross-sell products more effectively, enables sales staff to close deals faster, simplifies marketing and sales processes, and increases customer revenues. Angel.com has made it possible to voice-enable CRM applications, enhancing the effectiveness of CRM tools.
To find out more about Angel.com and our CRM integrations, visit http://www.angel.com/solutions/salesforce.jsp or call 1888-MyAngel and ask for “Sales”.
Angel.com Webinar
How To Voice-Enable Salesforce.com
Learn how to extend the power of salesforce.com to the phone. Download this pre-recorded webinar and learn about how Angel.com can integrate with your Salesforce.com application. The webinar discusses SupportByFone, LeadByFone, SurveyByFone and RecordByFone – as well as how to develop custom applications to meet the specific needs of your business.
A pre-recorded webinar, you can view at a time and place that is convenient to you.
View now >> or explore other webinar topics by visiting: https://www.gotomeeting.com/register/738211019.
