The Clearest Path To Your Brand – Outsourced Call Center Services

 

Posted by Leonard Scales

  / June 25, 2013   /

Your call center is a powerful gateway to your brand. With each inbound or outbound call, each email response or web form managed, every live chat initiated, and every social media interaction they engage in on your behalf, your call center can reinforce customer relationships, bond you with new customers, build loyalty and boost your bottom-line results. Or not!

Your call center partner should make the time for strategy sessions with you and provide access to their management team when you think you need it. The size of a call center is important, but isn’t the most important factor in determining their capacity to support your brand. Your call center service provider should help you to create a distinct competitive advantage and delight you and your customers. Here are some benefits of having a call center that closely aligns itself with your corporate goals:

• Cost avoidance in several areas including personnel, technologies, and areas of expertise
• Reduced total cost of ownership
• Provide deep insights into your customers’ experience with your brand
• Provide you with multiple channels to support your clients – phone, email response, live chat, web forms management, social media customer support services
• Flexibility to adjust as your brand issues change
• Provide access to the highest levels of their management

Your call center solution should help you improve customer satisfaction and delight with your brand. If it’s inbound phone services they’re delivering the service should be flexible enough for you to change routings when required. Reporting should be comprehensive enough for you to gather the insights needed to understand your customer interactions. Their technologies should be integrated, easy for agents to access, highly available, and redundant.

Contact Center Services Benefit Your Brand

• Can provide boutique services tailored to your brand
• Can capture the voice of your customers across the social web
• Can support you multichannel customer support channel
• You’ll have instant access to the latest technologies – decreasing your total cost of ownership
• Improve the efficiencies of your brand
• Improve customer service and delight
• Improve bottom-line results
• Provide a base of information worth of mining for customer insight
• Survey your customers from time-to-time and share the results with you

If as you skim this article you find yourself saying, “I don’t think I’m receiving these benefits”, I’d urge you to evaluate an additional call center partner.

In The Competitive Retail Matketplace, a Strategic Call Center Partner Makes A Big Bottom-line Difference

Posted by Leonard Scales

  / June 25, 2013   /

If you read business publications or watch the news, you’re certainly aware that many retailers are struggling to remain viable. If you’re a retailer, you understand the inside issues.

Several retailers are consolidating their locations and closing less profitable stores. Name brands we’ve known for nearly one-hundred years are teetering on shutting their doors forever. Competition is keen for retailers and several are, at best, in survival mode.

If there was ever a time for retailers to innovate and implement process improvements, the time is now.

Several retailers are attempting to return to the branding and merchandising roots that made them successful in the first place. A well-known restaurant chain has dropped menu items that distracted them from their very successful core business and corporate personality. One big box retailer known for its low prices is no longer offering the upscale designer brands it thought would attract new customers. Actually offering these upscale brands had the opposite effect on their sales.

Several retailers are experimenting with social media and the huge potential of the social web. Others are offering enhanced loyalty programs to encourage repeat purchases. Still others are trying to re-brand themselves to become more appealing to a broader demographic of consumers.

However, there is another growing trend among retailers that’s proving to have an excellent payback, and often within a shorter timeframe: the outsourcing to call centers, and in some cases, their entire customer services operations. Retail call centers handle phone order processing, answer customer questions about products and services, manage email response, and are an extension of the retailer in a variety of cost saving ways.

Which retailers – and what’s a good start?

Any retailer that has a huge base of customers participating in a store sponsored loyalty program is a candidate for a call center outbound campaign. The potential ROI is excellent. Retail call centers are in an excellent position to deliver cost-effective outbound campaigns that target inactive loyalty program members with reactivation incentives.

The goal of the outbound campaign is simple – entice delinquent shoppers to return to the store and purchase more regularly.

A retail good call center can be at the center of an outbound customer reactivation program that generates store traffic, reestablishes customer relationships, and builds sales. Any retailer that has a loyalty program and sells a large variety and volume of items (grocery, big box), and even specialty retailers (sporting goods, electronics, DIY) are good candidates for a call center driven customer reactivation campaign.

Customer Conversion Rates Justify Loyalty Reactivations

According to Marketing Wizdom’s “20 Customer Retention Strategies,” retailers can expect conversion rates for reactivating customers to be in the 25%-60% range. Would this conversion rate appeal to your organization?

The incentive offer to motivate loyalty members to return could be a discount, a gift, or perhaps a bundled set of items. Providing an incentive to reactive members need not be costly to the retailer, but rather a high-value to the customer.

A call center can use a variety of methods to determine why the consumers stopped purchasing items from you, such as the likelihood of returning and making repeat purchases, and recommending your company to friends and family. The call center can survey the inactive customers, and contact them to learn the reasons why their shopping patterns changed.

Using surveys, your partner can gather data that, when analyzed, will provide insight into why consumers have not been purchasing from you. Data gathering can also include questions about the competition, which competitors the customer gravitates towards, and why.

Getting the Process Started

Choosing the right call center is the first step. A good call center partner is  capable of leveraging multiple customer support channels to deliver a variety of outbound programs for you that include phone, email, surveys and NPS – and if you have text and social media information on your loyalty club members, expertise with these technologies, as well.

Visit the call center you’re evaluating to determine your level of rapport with them, and their ability to deliver for your organization. Once you’ve identified a call center partner, it’s time to determine how you’ll structure your customer reactivation program.

You will need to determine:

• Is your loyalty database solid and have there been recent updates.
• Have you captured complete contact information, such as full name, address, phone, email, birth date, and social media addresses?
• Based on your database’s inactive loyalty club member data, what’s the best incentive to motivate them to return, shop, and buy?
• Loyalty programs capture purchasing behaviors. Can you mine purchasing history of the inactive loyalty members and provide insight to the incentive to offer? Tailoring the reactivation program to be as specific as possible will produce the best results.

Shoppers should view the incentive as valuable; however, it does not have to be wildly extravagant or expensive for the retailer. Making the offer appealing is the key; this can be a discount percentage, a gift, or a tailored promotion. Be creative!

Outbound Contact to Engage Loyalty Club Members

Bonding with the consumer is certainly the goal of brands everywhere. It’s no different with your retail loyalty program; helping your loyalty club member feel appreciated and well served is vital for the program.

Your call center partner can contact new members by welcoming them to the club and letting them know about upcoming sales, promotions, events, and poll them on additional needed services. They can win back inactive loyalty club members by engaging them in the same manner.

Your call center can phone, email, text, or social message members and encourage them to return and purchase. With these contacts, you can gather the information that’s lacking in your database, such as mobile numbers, the number of people in household, number of children, and email and physical addresses to send coupons and promotions.

With each contact, you can create a profile based on the questions asked, and develop your own market study around your customers. You may already appreciate the value of this information!

Use outbound contacts to learn: 

• How happy customers are with your operation?
• Are they looking for products you don’t supply?
• Are there areas of service that need improvement?
• Are your clients satisfied with your services?
• What improvements would benefit the customer care experience?
• Are they satisfied with pricing, merchandising and brands?

Call Centers can offer instant innovation!

A good call center can offer you multiple channels to communicate with clients.

• Tailored inbound and inbound phone services
• Email response and web forms management
• Live Web Chat (easy to implement and has huge sales and customer delight potential!)
• Text messaging hot deals of the day
• Social media promotions and offers to subscribers
• Social media customer support services

It’s Worth a Test

Selecting a competitive retail call center that will tailor and deploy your programs is probably much more affordable than you think. Your partner will offer you multiple channels to reach and bond with your customers, improve your bottom-line, and differentiate you from your competition. Whatever the program, your call center will tailor it to your specific requirements.

Your call center partner has the potential to help you:

• Bond with your customers; provide new ways to surprise and delight
• Help gather market data about your customers; help you to understand their buying inclinations and how you stack up against the competition
• Increase sales through outbound calls; reactivate customers who are delinquent
• Use channels that are trending upward; live web chat, text messaging, and social media services
• Provide a huge leap in technologies and customer support strategies

Site: Market Wizdom – http://marketingwizdom.com/strategies/retention-strategies

Outsourcing Multi-Channel Customer Support Makes Good Business Sense

  / June 25, 2013   / Posted by Leonard Scales

It was only a few years ago that retailers and their customers relied primarily on the phone and regular mail to manage their customer service interactions.

How things have changed!

Companies today provide multiple channels for customer interaction; phone, email, standard mail, web forms, live chat, text messaging, and social media are all a part of the communication mix.

Have you been thinking about testing the capabilities of a retail call center as you explore broadening the channels you use to support your customers? If you need a nudge to take that step, here are some good business reasons to move forward.

Call centers are set up to provide a wide range of services and multi-channel support. Do you need customer service support, or could your product benefit from Tier 1 technical support? Would you like to tie your field organization together with a live agent? Do you need order processing support, or could your sales team use additional sales leads? Are you concerned about the comments consumers are making about your brand on social sites? Is your staff and agency sprinting to complete the myriad of tasks needed associated with your user generated contests and promotions? Have you thought about offering live web chat assistance to your customers?

Today’s advanced call centers have the expertise to deliver all of these services and more, and can implement these services quickly and reliably.

24/7/365 delivery. Your company’s customer services, Tier 1 support, order processing, reputation monitoring, and all outsourced call center services can be turned-on at any time. Your customers always have a person to communicate with – even after hours and on holidays!

Call center hardware, integrated software, and high availability technologies cost money. By outsourcing your customer communication processes to a call center, you’ll save money on equipment, in-house technical support personnel, training, maintenance fees for hardware and software, real estate, workstations, certifications…and more!

Avoid the cost of training agents, QA staff, and team leaders.  Call centers train their agents and team leaders to deliver services in a consistent and professional manner. They become experts on your company, your brand, your corporate culture, your communication standards, and more.

Can you imagine developing and maintaining this expertise in-house? It’s expensive, time consuming, and probably not your core business. With a call center, you will work directly with their implementation team to create the training environment that delivers the best professional development.

Bilingual support is available at a bilingual call center to support your language diverse client base; bilingual services are good for your customers, your image, and your bottom-line performance.

Marketing and advertising initiatives can place a strain on limited internal resources. A call center can handle your direct response radio, TV, and social media ads, while you to focus on your marketing efforts. If you already have a call center and you’re experiencing issues with increased call volume, an additional outsource partner can assist with your overflow calls.

Outsourcing has become synonymous with International call centers, but don’t exclude considering domestic call centers when evaluating your options. The costs are competitive in several areas, and your domestic customers will benefit from cultural and language compatibilities.

Depending on your location, visiting your domestic call center for training, calibration, and strategy sessions may be an easy flight of just a few hours; a real benefit in time and travel costs.

If you decide to outsource to a call center, measure their progress. Measure the number of calls answered and abandoned. Measure the volume of order processing calls; are they up selling and cross selling? Evaluate the service you receive late at night and early morning.

Outsourcing multi-channel customer support services doesn’t need to be complicated, and the returns can be boost to your bottom-line.

Overflow Call Center Services – A Plus For You And Your Customers

Posted by Leonard Scales

/ June 19, 2013 /

Typically, outsourced call centers are able to balance their service level goals and provide consistent services and rapid response times to customers. Sometimes, however, customer demands outstrip a call center’s ability to deliver the first-class customer support services they strive to achieve.

Long wait times and hang-ups by frustrated customers not only disappoint the customer, but also the call center agents who are unable respond within a reasonable timeframe. Depending on services your call center delivers, long wait times and abandoned calls could equate to lost revenue opportunities – and most certainly contributes to customer dissatisfaction.

When you can’t handle your high call volume or calls received during your peak busy seasons, call center overflow services could be the best option.

Overflow services avoid disruption to your center, including the rush to recruit large numbers of qualified agents, training those agents, and quickly preparing them to respond to your customers.

With a culturally and technically aligned overflow partner, you have assurance that when call volume is beyond your capacity to respond quickly, you have available options through your partner.

You’ll provide your outsourced call center ally with the same training and scripting your agents use, and align technologies between your organizations. Your overflow call center partner will be there to support your callers according to your protocols, with the same level of expertise your agents deliver.

For example, calls may be set to automatically route to your overflow partner if a phone rings seven times in your center – or routed to your overflow service if a customer waits for more than a minute on a call.

You decide when to initiate the overflow service. It’s your decision based on the customer satisfaction levels you’ve pledged to deliver. Your overflow partner will help assure communications and opportunities are not lost.

Overflow services are not limited to simple customer inquiry calls. If needed, your call center overflow partner can deliver services that are more complex, such as order entries that require credit card processing, Tier 1 customer support, and other call center services.

After interviewing and selecting a partner, run a month long pilot to review their capabilities and processes. 

Your overflow call center partner can deliver: 

• Overflow services during peak times, avoiding lost calls and lost revenue. 
• Direct response support for advertising campaigns, such as special events and promotions. 
• High quality, 24/7/365 overflow support. 
• Support for in-house teams distressed with equipment and personnel limitations. 
• Additional call center services, e.g., email management, live chat, text messaging, web forms management, and social media customer support, as needed by your center. 

Overflow call center agents are there when needed, allowing your in-house team to relax and respond professionally to each customer contact.

Emergency Response Isn’t Only 911

Emergency Response Isn’t Only 911

Posted by Leonard Scales
/ May 17, 2013 /

Our world is complex and incidents happen. Manmade and environmental emergencies can happen at any hour of the day or night. Rapid and efficient responses and alerts are critical for public safety and the safety of your organization.

Ansafone’s Emergency Response call center services are there to support you with emergency communication to support your base of contacts. For instance, if you need to rapidly inform your employees of weather events, our Emergency Response call center agents can alert them by phone, fax, text messages, pager or other communication protocols you prefer. If your municipality experiences a hazardous material spill and communities need rapid notification and instructions, Ansafone’s Emergency Response team can be there to support your constituents with phone instructions, text alerts, email, and pager alerts.

Urgent situations require a reliable and flexible communication response. Ansafone offers emergency response systems that support responses in a variety of response formats. Clients might require blended responses that include phone, text, paging and others, and Ansafone will tailor our approach to your exact needs. Additionally, our agents are knowledgeable and our systems are reliable and highly available even during natural disasters.

If the Emergency Response requires outgoing calls, our agents will deliver the message in confident, assertive, empathetic, and calming tones. Our agents are trained to command the situation and deliver the emergency messaging efficiently.

Ansafone’s call center Emergency Response services fit a variety of environments that can include:
•Government offices
•Educational facilities and campuses
•Mall and shopping centers
•Apartment complexes
•Business complexes
•High rise buildings
•Municipalities
•And almost any subscriber base

Would you like to have the comfort of knowing you can rapidly reach members of your “ecosystem” of subscribers and contacts with important emergency information 24/7/356 – delivered by professionals and tailored to your exact requirements?

Contact Ansafone today to learn how our Emergency Response services can support your emergency response strategies. Call us at (866) 309-3606 to discuss how we will put our Emergency Response team to work for you.

Ansafone Is An Award Winner – TMC’s Customer Magazine 2013 MVP Quality Award

Posted by Leonard Scales
/ May 3, 2013 /

TMC and CUSTOMER Magazine Announce the 2013 MVP Quality Award Winners

TMCnet News

Norwalk, CT (May 2, 2013) – TMC, a global, integrated media company, and CUSTOMER magazine, the leading publication in CRM, call centers and teleservices since 1982, have announced the winners of the 2013 MVP Quality Award.

Winners were chosen by the editors of CUSTOMER and represent the leading innovators in the contact center industry. The awards recognize companies that have delivered a consistent, unparalleled commitment to quality, excellence and the highest ethical standards over the last 12 months.

Awards were given at the Gold, Silver and Bronze levels to an elite group of just eight companies.

“The 2013 MVP Quality Award winners have all impressed the editors of CUSTOMER with their ability to build a feeling of community within their company, while providing the best service they can give to their clients,” said Rich Tehrani, CEO of TMC (News – Alert).

The winners were announced in the March 2013 issue of CUSTOMER and are listed below:

Gold
Agero
InfoCision Management Corp.

Silver
Alorica
The Connection
Aegis Ltd.
NCO Group/APAC Customer Services

Bronze
Synergy Solutions
Ansafone Contact Centers

About CUSTOMER:
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.

About TMC:
TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world’s leading B2B communications event, as well as industry events: 3D Printing Conference & Expo; Asterisk (News – Alert) World; AstriCon; (CVx) ChannelVision Expo; Cloud4SMB Expo; DevCon5 – HTML5 & Mobile App Developers Conference; M2M Evolution Conference & Expo; Mobile Commerce Zone Conference & Expo; SecureIT; StartupCamp; Super Wi-Fi Summit; SIP Trunking-Unified Communications (News – Alert) Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo; and more. Visit TMC Events for additional information.

For more information on TMC, visit http://www.tmcnet.com.

TMC Contact:
Drew Stoga
Marketing Manager
203-852-6800, ext. 175
dstoga@tmcnet.com
Edited by Alisen Downey

Customer Service Outsourcing – A Call Center Inbound Service

Let Ansafone Help You With Outsourcing Your Customer Service Operations

Written and Posted by Leonard Scales

Having a customer service organization that serves the interests of your customer seems to be a basic business principle. After all, a well-run customer service organization can lead to higher levels of customer satisfaction and this alone can positively impact your bottom-line results. Your competitors will be placed at a distinct disadvantage when your customer service organization performs at a highly professional level.

Outsourcing aspects of your customer services organization to a call center is low risk. It’s a proven process. Some companies have outsourced their entire customer support organization to call centers and others outsource specific customer support areas. Regardless, Ansafone delivers outsourced customer service solutions that will give your company access to state of the art technologies and trained, professional agents who are second to none in the call center services industry. Our award winning outsourced teams are trained to be an extension of you.

Why Consider Outsourcing Your Customer Services to Ansafone?
•Consistent customer engagements based on your protocols
•Expert handling of your customer service details such as order processing, Tier 1 Support, pre-sales support, product returns, direct response support, etc.
•The potential for increased customer satisfaction, loyalty, and engagement – driven by experts
•Data collected on each customer encounter – excellent source for mining
•The potential for first call resolution of customer service issues
•A low risk investment in a proven service process
•More freedom for you to focus on your core business issues
•Cost savings in terms of your time and limited internal resources

Call Ansafone today at (866) 309-3606 to learn how we can professionally manage this aspect of your business.

Call Center – Outsourced Customer Service

Posted by Leonard Scales
/ May 2, 2013 /

Outsourced Customer Service – An Ansafone Speciality

Some companies are known for their amazing products. I’m certain some products just came to your mind – some products you especially enjoy. Some companies are known for the ease of dealing with their customer services organizations. Have you had either an especially good or especially negative experience with a customer service organization? Can you remember every detail of a negative encounter you’ve had with a customer service organization? How did it make you feel about the brand and company that produced the product? If your experience was positive, you probably vowed to make more purchases and tell your friends. If you had a negative experience well…you know what you thought!

Every company needs a customer service plan that keeps their customer as the focal point. Delighting the customer should form the foundation of that plan. Ansafone delivers outsourced call center customer services based on a plan designed to keep your customers satisfied and feeling positive about your brand. Ansafone offers professionally trained call center agents and the supporting integrated technologies to help resolve customer issues, or quickly place their order, or schedule that important appointment, etc. and do so with minimal talk time and confusion.

Ansafone’s call center service is available to support you 24/7/365 with:
•Issues resolution
•Professional agents available only when you need them – reduce your costs
•Order processing – credit card processing
•Product returns
•Support for your direct marketing campaigns
•Team specialist who know your industry and will learn your business

Ansafone is a company known for its work-to-completion culture. When issues arise we resolve them. When your goals change, we are there to react with you. If we see opportunities to help make you more efficient, we’ll share best practices.

Contact us today at (866)-309-3606 for a consult regarding your customer service needs. We’ll connect you with the right internal resources to assure your requirements are thoroughly understood and responded to in a timely manner.

Live Chat – A Channel For Immediate Customer Support

Posted by Leonard Scales
/ May 2, 2013 /

Your Customers Want It Now!

It’s very possible, the customer demographic you’re selling to is changing in subtle yet very visible ways. Look around you when you’re stopped at a traffic light, shopping in a mall or grocery store, or attending a conference. The use of smart devices had gained huge acceptance among every age group. One of the reasons is people want, and sometimes need, instant communications and connections with their circle of contacts. These are your customers, and from time-to-time, you’re included in their communications circle for purchases, product inquiries, and service.

These same consumers are using their smart devices, tablets, and laptops to exploit new communication channels offered by the companies where they make purchases. Consumers are moving more of their buying and product inquiries online. Instead of going to stores asking about a product or waiting for help with a product, many in this new demographic are first exploring online support channels. This trend is prompting companies to revamp their online channel strategies for sales and service.

The days of providing self-service options that include a long list of FAQs, online searches for just the right answer, and a toll free number might not be enough for today’s tech savvy consumers.

Adding Live Chat to your support channel is a strategic approach for supporting your customers, who want and need immediate access to product information and support. Live Chat call center service is a proven technology and delivers:
•Reduce shopping cart abandonment – almost 50%
•Increase the size of each sale – almost 40%
•Increase sales in general
•Improve customer satisfaction

Live Chat is a cost-effective channel to deploy and typically requires only a few lines of code to be added to your website and a few website Live Chat access features.

Ansafone’s Live Chat feature supports you by providing your customers with a communication channel that’s immediate and available through their smart devices, tablets, and laptops. Best of all, you can make your Live Chat deployment available 24/7/365 if you’d like. Our specially trained Live Chat agents have access to a robust set of customer support tools, all integrated to personalize the support experience for your customers.

In addition to customer support training, our Live Chat agents are trained to look for new sales opportunities – up-selling and cross-selling. Our goal is to support your bottom-line results. Ansafone’s ability to observe and review the buying history of the customer on your website and current browsing behavior allows them to tailor a personalized response for each of your customers.

Ansafone’s Live Chat solution will benefit your organization by:
•Providing agents that can research historical buying and real-time browsing behaviors and then specifically respond to your customer’s demands and interests. These personalized dialogs can improve sales conversions, provide up-selling opportunities, and improve customer satisfaction.
•Reducing the number of calls customers can make to multiple areas of your company to learn about products, services, or receive support.
•Providing the immediacy that today’s tech savvy consumers are often looking for

Live Chat is an excellent call center service addition to your multi-channel customer support strategy. Contact Ansafone for a “chat” about this service and how it can improve your bottom-line results. Reach us at (866) 309-3606 or visit our website at http://www.ansafone.com for a more detailed description of our Live Chat service

Call Center Services – Critical For Brand Image And For Customer Delight

Posted by Leonard Scales
/ May 2, 2013 /

Customer Service Channels That Support Your Brand

We’re living in an age where insights into complex issues can be found in an instant. Simply use your favorite search engine to look up almost anything of importance or interest to you. We’ve come to expect a rapid response when we search for information online. We all like instant gratification!

Your customers have the same expectation from you when they contact you by the email addresses you provide or when they complete the web-forms you present asking them for details regarding their issues. The time for you to respond to these inquiries is critical for creating customer delight and for protecting the image of your brand.

Using Ansafone’s Email Management and Web-Form Management solutions you’ll be assured inquiries made by your customers, or potential customers, are responded to rapidly and accurately.

Emails and Web-Forms can offer you and your customers an excellent customer support channel. Ansafone can integrate Email Management and Web-Forms Management within your current customer support channels. Our hosted solution seamlessly integrates with your customer support services while our agents who are responsible for these electronic channels are available to support you on a 24/7/365 basis.

Ansafone’s Email and Web-Forms Management call center services will provide you with:
•Personalized responses for your customers – based on scripting we jointly develop
•Rapid responses
•A specifically trained agent team – specialists in electronic media
•24/7/365 availability, if needed
•An improved customer touch and experience – will set you apart from your competitors
•Increased potential for bottom-line improvements
•Ability to quickly escalate issues to the appropriate response levels

Call us today to explore how Email Management and Web-Form call center management services can be added to your customer support channels. It’s easy and cost-effective. Reach us at (866) 309-3606 and visit http://www.ansafone.com for our customer support channel solutions.