This episode came from a video interview of Shai Berger of Fonolo. We talk about how they are able to add a layer into the fabric companies already have to improve the customer experience. Plus some hope for 2013 and scoop on their upcoming new customer.
Improving the Customer Experience? An interview with Fonolo's CEO Shai Berger
Companies are having a hard time in delivering good service.
Berger: There is this growing gap in what is seen as the norm on one side but has not been met from the other. Many companies are hobbled by legacy call center equipment. Customers today using their phones, their smart phones it must seem like something from another era when they finally come through to an agent and have to repeat their answers to multiple agents. There is a huge potential here.
What part of this experience is Fonolo trying to address?
Berger:There are 3 main problems; phone menus, waiting on hold & repeating information to agents. We are working to solve these main problems across