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NOTE: Today’s insights are provided by Ian Moyse, Sales Director, Natterbox
Over the past few years, we have seen technology accelerate at an increased pace. Much of what we now take for granted are in fact only recent developments.
Social sites such as Facebook and Twitter did not exist before 2004 and 2006. Before the early 2000’s when the 1st satellite navigation appeared, we had paper maps in the car, and we saw the 1st iPhone just on the market in 2007.
So in only the past 10-15 years, we have witnessed increasingly rapid changes to the world we live in, with technology making things quicker, faster, cheaper and in ways not imagined before.
Every day it seems technology leaps forward, with what was movie magic and imagination only a few years ago to now become our reality, We have drones, virtual reality, touch screens, immersion, and big data along with emerging fast driverless cars, arterial intelligence, and robotics.
And yet in the world of sales, whether it be for inbound customer service or outbound selling, the fundamental tool of our trade has not improved to any similar degree.
The telephone outside of the rapid development of function on mobile-smart devices has not kept up with the pace and demand of the customer and the agent. Think about the experience you get when you call an organization only to hear standard long IVR’s (Interactive Voice Response) menus. Being transferred from ill-informed agent to agent, having to repeat your story, and sitting in call queues are the norm. And then you get to live the pleasure of this again when you call in the next day to chase the callback you didn’t get!
Website journeys have long been personalized, linking to customer data (CRM). Live choices and behaviors to keep the client engaged can serve to bring enjoyment to the experience. Natterbox identified this as a gap in the market, a lacking in traditional approaches constrained by old telephony technologies. The company set out to provide a solution that would remove these obstacles and allow businesses of all sizes to do what they would like with telephony, and without the constraints of technology and their internal skill-sets.
We already knew the Cloud Technology space but had to understand the telecom space to figure out why this was so hard. The underlying telecoms today is much like it was in the 1960’s with regional exchanges and the big carriers relying on a lot of old technology. Customers have been served by traditional big name vendors for the carrier and local PBX solutions and had to have in-house skills and knowledge or rely on 3rd party telecoms resellers, usually local who could come in and touch and fix things. Telephony has sat in the IT departments as it has been complex and difficult.
Once Natterbox understood the problems customers and business faced and why the challenges, we were set on how to deliver a service that overcame them. Our mission became removing the complexity, adding flexibility and power, and empowering a customer experience that fits today’s demands and expectations.
Natterbox had a 4-fold focus and approach to achieve their goals:
- Deliver control of the end to end for the customer to ensure a quality of service and ownership plus remove the finger pointing and delays that are often experienced in the phone world.
Natterbox became a globally registered Telco. - Develop and own the IP of the components of the telephony stack.
Accordingly, Natterbox developed its own Cloud PBX from the ground up. - Enable the system to deliver personalized customer journeys.
Natterbox had to have access to the required data so it set out to do the best available integration with Salesforce CRM, the most used system. - Ability to be able to deliver all of these goals consistently across the globe.
Today, after a long journey of learning, development, and innovation, Natterbox has more than achieved all of the above delivering Natterbox AVS (Advanced Voice Services), the world’s 1st and only 100% end to end Telephone platform running inside Salesforce. It runs across eight Global Datacenters with Natterbox managing multiple carriers into each. Natterbox runs its own cloud platforms that can run over the top (OTT) of existing PBX systems, or for a total experience, has its own powerful Natterbox cloud PBX that removes the challenges of on network per location PBX devices.
Natterbox provides the end to end telephony enabling customers to support Salesforce and non-Salesforce users, desk phones, softphones, webphones and mobiles and to run and manage this without needing telephony or complex IT experience. The Salesforce Admin is now empowered to run the phone system from their native interface, capturing phone data right into Salesforce natively, making logging of calls and data quicker and easier for agents/salespeople.
The customer phone journey can be driven off live Salesforce data, shortening their phone journeys and making it truly personalized and all the telephone data is easily reportable inside Salesforce, starting with 120+ included phone reports. Call recordings can be pushed straight against the correct Salesforce records and customers can have a truly personalized, language specific, Salesforce data driven journey presented to them.
An example call is if you were to follow up on an open complaint from yesterday. A business using Natterbox can detect the complaint is still open, and if the call is from a French customer. A voice option is provided in French to offer these choices:‘
- ‘Press 1 to be immediately put through to the same agent department for your Boiler Breakdown issue from yesterday or
- Press 2 if your call is about something else.’
When the call goes through the agent has the correct information popped for them in Salesforce ready to go, can have a call whisper on their line to remind answer in French and is prepared to assist the customer. Customer service, for the most part, is how the customer expects, but rarely gets! Natterbox plans to change customer phone experiences, allowing businesses to drive far greater value from Salesforce Sales Cloud and Service Cloud for their business and their customer and to allow the improvement of Customer Sat. and NPS scores. Natterbox continues to innovate and has a range of new exciting functions planned for the year ahead to change the game again. For now, Salesforce users have a unique opportunity that no other telephony vendor can offer. You can transform your telephony by finding Natterbox AVS in the Salesforce App Exchange or by visiting Natterbox.
Natterbox plans to change customer phone experiences, allowing businesses to drive far greater value from Salesforce Sales Cloud and Service Cloud for not only their business but also that of their clients. The company also seeks to improve Customer Satisfaction and NPS scores. Natterbox continues to innovate and has a range of new exciting functions planned for the year ahead to change the game again. For now, Salesforce users have a unique opportunity that no other telephony vendor can offer. You can transform your telephony by finding Natterbox AVS in the Salesforce App Exchange or by visiting Natterbox.
You can transform your telephony by finding Natterbox AVS in the Salesforce App Exchange or by visiting Natterbox.
Ian Moyse, Sales Director at Natterbox, has been a long time Sales Leader influential and known in both the Cloud and Social Selling communities. He is listed as #1 cloud Social influencer from 2015-2017 (Onalytica). He is recognized as a leading cloud Blogger and was listed in the EMEA top 50 influencers in Data Centres, Cloud & Data 2017. Ian can be followed on twitter here > ianmoyse.cloud
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