The Swampfox Customer Experience framework is designed to manage consumer feedback loop, recording customer interactions and preferences
Swampfox offers a broad array of applications that share a common goal of empowering and satisfying the end consumers, while managing customer interactions and providing better insights into consumer needs. “The Swampfox Customer Experience framework is designed to manage consumer feedback loop, recording customer interactions and preferences,” explains Cooper. This framework supports traditional automated interactions such as Speech and Touch-tone Interactive Voice Response (IVR) applications and advanced applications such as Dynamic Route Manager (DRM). Each of these applications is designed in accordance with the customers’ preferences and the interactions are recorded in a reporting framework. “DRM understands the intent of the customer contacting the enterprise, collects the nature of the enterprise agent resources, and routes the customer to the best possible agent, or application,” explains Cooper.
To understand OCM application’s effectiveness, consider the requirements of one of Swampfox’s largest utility customers. They had the need to confirm the availability of a consumer before an appointment. Under normal circumstances, the utility would simply ‘roll a truck’ hoping the customer was still available or place a call (that a consumer might not answer) from a service bureau. In order to address this challenge, the customer chose Swampfox’s OCM application. This application enables the utility to send a personalized email, letting them confirm their appointment. If the utility doesn’t receive a confirmation from the resident, OCM sends a text message to the customer’s mobile phone, allowing the customer to reply with a confirmation or reschedule. Subsequently, an automated telephone call (with optional agent assistance) is placed confirming the appointment, saving money and preventing bad customer experiences. “Each step provides maximum flexibility, manages costs, and delivers the least-intrusive and best customer experience,” affirms Cooper.
In the days to come, Swampfox will strive to cater better services to its end consumers and will help enterprise customers differentiate and measure the effectiveness of their services.