ServiceTick notch up sales success story in first six months of 2010
Customer insight company, ServiceTick has enjoyed a record-breaking first half of 2010. Sales in the period January to June 2010 have already matched those for the whole of 2009, bolstered by new customers as well as existing customers adopting new products.
Notable successes this year include orders for Sessioncam (the web-journey recording system) from Quoteline Direct, Carol Nash Brokers (who have also adopted the Sales Optimisation module) and Aviva. Insurance firm Capita are using Servicetick’s email survey capability to track insurance policy documents. Existing customer Anglia Home Improvements has also expanded the range of products they are using from the ServiceTick portfolio.
Managing Director Kevin Goodings said: “It’s great to win new customers but it’s even better to have existing customers asking for more. Our IVR products are well established but what is really catching the eye of our customers is SessionCam and our sales optimisation module. With these products clients are beginning to break down the barriers between web and call centre interactions by capturing instant customer feedback from the web and translating that information into call centre action. Some of our clients have achieved remarkable sales results.”
ServiceTick has recently launched a new customer rescue capability as an extension to its ‘voice-to-text’ service on IVR surveys. The new customer rescue service will automatically scan all ‘voice-to-text’ messages to identify pre-agreed trigger words, typically suggesting customer dissatisfaction. When such words and phrases are identified the system automatically triggers an email alert to the call-centre in real time; and the call-centre can implement a customer rescue process.
Posted: 23 August 2010