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30 Most Innovative Companies 2017


virtual hold technology deepening the customer client relationship by delivering exceptional customer experience

Virtual Hold Technology: Deepening the Customer-Client Relationship by Delivering Exceptional Customer Experience

 November 09, 2017

For a long time, the customer journey has been frustrating. Dropped calls and keeping customers on hold were commonplace. This not only frustrated customers, but also destroyed the credibility of companies. In 1995, Mark Williams had an idea that would revolutionize the way companies would deal with the most annoying part of the customer service experience— waiting on hold. His innovation pioneered the concept of virtual queuing and would change the way customers and companies interact forever.

VHT established itself with the development of VHT Callback™, which uses virtual queuing to give customers control over their customer journey. This, in turn, creates a positive first impression of the brand and improves customer interactions, operational efficiencies and revenue opportunities. Over the last twenty years, VHT has continually redefined the customer contact experience by developing forward-thinking, industry-leading solutions that enrich customer/brand relationships, inspire loyalty, and reduce customer effort.

The CEO of VHT, Wes Hayden, has grown the company’s revenue significantly and established VHT as the market leader for callback technology. VHT Callback has shaped the contact center industry, forever linking the VHT brand with helping organizations improve the customer experience.

Wes Hayden became the CEO in 2012. His 30 years of experience in the tech industry, which have focused on establishing successful go-to-market strategies backed by strong operational processes, propelled VHT’s surge to become an authority in the contact center space. The company continues to deliver innovative solutions focused on providing amazing customer experiences and elevating net promoter scores for customer-centric organizations.

“At VHT, we believe that delivering an exceptional customer experience doesn’t have to be difficult. In fact, every customer interaction, regardless of channel, should  enrich the brand and deepen the customer relationship,” said Wes Hayden, CEO at Virtual Hold Technology

Organizations using VHT benefit from the agility and simplicity of its solutions. Brands can deploy, manage and customize offerings in a user-driven environment. This creates a singular, cohesive solution designed to improve the customer experience.

By simply offering customers a better journey – one that frees them from waiting, repeating information or transferring, customers feel empowered and valued. Customers can begin or continue interactions across multiple channels, without starting over, and with the support of a well-informed agent.

VHT Callback has proven itself as a revolutionary solution that decreases the frustration of customers waiting to speak with an agent. The first of its kind, it allows customers to take control of their interaction with the company.

But that is just the tip of the iceberg. VHT focuses on the complete customer experience journey and has solutions that help its customers at every step along the way. Customer care executives, industry experts and market analysts agree that when it comes to service, consumers today desperately need navigation assistance. VHT Navigator™ is an easy-to-integrate customer engagement solution that can be deployed across channels as an overlay for current systems. There is no need to “rip and replace” existing infrastructure investments and applications. The solution complements, informs and updates any routing, CTI, IVR, CRM or external resource; thereby, providing a true 360-degree view of the customer. VHT Navigator addresses disconnected or fractured customer experiences and improves customer engagement and outcomes.

VHT has been an innovator in enhancing the customer journey for Fortune 1000 companies across industry verticals such as telecommunications, financial services, insurance, cable, utilities, healthcare and retail.

 “Virtual Hold Technology is a great application, very versatile, and provides a great customer experience.”

-IT Manager, Large Enterprise Consumer Services Company

VHT’s clientele drives it to continue its innovative approach to customer service. Once its solutions are implemented and improvement in customer experience is realized, VHT oversees broader and more extensive deployment of its solutions, always striving to create a better experience for the customer.

The team at VHT believes that growing a business has everything to do with providing value to its clients. Its customers value the solution it brings to them and over the past several years, its customers have also provided great input around improving and expanding the product line. VHT’s operations center on optimizing the customer experience for its clients and their customers.

VHT helps its clients to work against the perception that companies don’t care about customer service by allowing them to show consideration for their customers’ time, understanding who they are and the relationship they have with their company and personalizing their response to service needs. In doing so it is well on its way toward its goal of doubling the size of the company over the next 3 years while keeping its annual average customer retention intact -- a staggering 95 to 98%.

MAGAZINE