As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. After all, Jabra has been creating best-in-class technology that brings people together for 150 years.
When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions.
Fonolo Functions Seamlessly in Amazon Connect Environment
Mark Pritchard, Senior Platform & Automation Consultant at Jabra, says the company needed a product to work seamlessly in the Amazon Connect environment, while also being more intuitive and robust compared to other solutions experienced in the past. It was clear from the get-go that Fonolo Call-Backs had all the features Jabra was looking for.
Mark says Jabra piloted Fonolo Call-Backs as a premium customer care service for enterprise customers. After successfully testing the system in Europe, Jabra followed up with a US pilot on a busy consumer line. Feedback from customers and contact center staff during the pilot programs was overwhelmingly positive from the beginning.
“Our Jabra Support Specialists found Call-Backs extremely easy to use and not cumbersome at all,” says Mark. “They were just receiving a normal phone call in the same way they receive any other call.”
Jabra’s goal to enhance their already-strong customer service by lowering abandon rates was realized almost immediately after launching Fonolo. Mark says impressive results were evident after a single day.
Call-Back Support in Multiple Languages
Fonolo also worked with Jabra to provide support in multiple languages. By using Amazon voices, which match the same voices used in Amazon Polly’s text-to-speech service, Fonolo ensures that Jabra’s customers have a seamless experience as they travel through Amazon Connect into Fonolo.
“Fonolo thought of the journey,” says Mark. “It really complements our setup and our ability to give our customers and teams a better experience in a key channel.”
