New York, NY (Feb 28, 2018) - i-Comm Connect is excited to announce that TMC, a global, integrated media company, has named our product TACTAL a 2018 CUSTOMER Product of the Year Award winner. The award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time.
i-Comm Connect is dedicated to transforming the customer service industry by harnessing the power of the latest communications technologies. Our patented VoIP calling solution, TACTAL, utilizes WebRTC to provide secure, instant calling for our clients.
What is WebRTC?
WebRTC is a collection of communications protocols and APIs (application programming interfaces) that allow for instant peer-to-peer connections over the internet in real time. The growing acceptance of this technology by industry giants demonstrates that we are early adopters of a technology shaping the future of global communications.
In September, Apple released major updates to iOS and Safari, including WebRTC compatibility, which makes TACTAL operational on all major browsers and smart-devices. All other major browsers had previously integrated WebRTC compatibility into their offering, except for a small plug-in necessary for Internet Explorer 11+, which is about 3% of the market. (To learn more about WebRTC browser compatibility, click here.) Because of the growing presence of WebRTC and real-time communications, i-Comm Connect continually improves and innovates our product to stay ahead of the market.
The advance of communications technology such a Voice-over-IP and WebRTC has paved the way for more instant and effective customer-to-business contact methods. As the customer service industry adopts these various technologies, the meaning of the phrase "click to call" evolves alongside. There are several competing definitions of click to call and below we explore its transformation from a call back method to an integrated, web-based calling solution.
Technological advancements in the travel industry have allowed businesses to reach an increasingly connected global population. However, in order to deliver first-class customer service it is important to maintain secure and instant communication channels that adequately serve the needs of customers.
Over the past five years, there has been an increase in the deployment of VoIP systems in small, medium, and large enterprise businesses. As VoIP technology continues to evolve, companies have become more accepting of adopting this technology into their corporate and public networking areas. A particular industry, which is just now rapidly starting to switch over to VoIP technology is the travel industry, specifically airline companies.
Providing exceptional customer service is vital to business success. To fully comprehend what good customer service is, companies first must understand the importance of customer service and why it is essential to making their businesses thrive.
So, what exactly is customer service?
Essentially customer service is the process of satisfying your clients from the very first moment they engage with your business, to well after they are longtime customers. The ultimate goal of customer service is to delight and satisfy your clients. Great customer service is about understanding the needs of different customers, both potential and current, by keeping promises and consistently delivering high standards.
TACTAL by i-Comm Connect gives international car rental agency, Auto Europe, a way for customers to instantly connect to sales and support teams anywhere, anytime. Auto Europe faced various challenges before implementing TACTAL, such as website abandonment and limited sales success through online chat. Hosting international toll-free lines across the globe was incredibly expensive for Auto Europe, but as a white glove service provider they wanted a way for travelers to be connected to their representatives.
In a recent blog post I wrote about the United incident and how the forcible removal of a passenger shed light on the dismal state of customer service in the airline industry. While this shocking story dominated headlines, another airline giant – Delta – flew largely under the radar with its own massive customer service blunder.