Financial services companies, just like any business in the modern landscape, need to deliver amazing customer experiences to stay ahead of the competition. PaySimple, one of the leading flexible payment and billing solution providers, knows this better than most.
The company, responsible for supporting over 17,000 businesses each day, allows customers in the SMB landscape to manage and accept payments in a digital landscape. As the world becomes increasingly digitized, solutions like PaySimple can help endless business leaders to grow. However, the success of this brand relies on its ability to offer an exceptional customer experience.
PaySimple knows every minute companies aren’t able to serve their customers, they’re missing out on revenue, loyalty, and opportunities. To create the modern CX solution required to thrive in this competitive landscape, PaySimple turned to Talkdesk.
Implementing a New CX Solution
According to the Senior Operations Manager for PaySimple, Cassie Fish, the previous call centre solution leveraged by the company simply wasn’t living up to expectations. Agents were losing essential time, and customers weren’t getting the service they expected. The previous system was outdated and unreliable, not capable of offering the user-friendly experience the PaySimple agents needed. Furthermore, this technology was lacking in crucial tools.
PaySimple couldn’t use its old tech to track important business intelligence metrics, which meant making decisions about how to innovate in the business was notoriously difficult. According to Fish, the interface was complicated, call routing was difficult and contact centre efficiency suffered. The team regularly dealt with outages and couldn’t get the reporting functionality required to thrive. The only option was to explore something new.
In the hunt for a new CX solution for their financial services team, PaySimple decided to embrace a modern-day solution capable of meeting the expectations of current digitized companies with digital payments technologies. PaySimple wanted its call centre to automatically route calls intelligently to the right agents based on skill sets and queue status. Additionally, the company wanted the peace of mind of continuous uptime and opportunities to monitor live calls for improved customer experiences.
The ideal contact centre, according to PaySimple, would include a host of solutions to optimize customer experience, including a VIP line, reliable call transferring and conference calling. PaySimple also wanted documentation on updates and insights into Salesforce information.
Choosing Talkdesk for CX Innovation
Exploring several contact centre solutions, PaySimple eventually narrowed its choices to Talkdesk, and NewVocieMedia from Vonage. Finally, the company turned to Talkdesk because they preferred its interface and focus on implementing new technology as quickly and consistently as possible.
The ability to integrate Talkdesk for Salesforce was also important for PaySimple. According to Fish, the previous solution did enable screen pops with Salesforce, but that was it. The prior system also didn’t improve the software or product offering beyond allowing the company to make calls. Talkdesk for Salesforce enables reporting and analytics within the Salesforce environment, offering managers a quick and simple way to access data without needing to log into a new system and wait for reports.