We recently had the opportunity to catch up with Michael Moore, Founder & CEO of Qosmy, a fast growing, Seattle-based SaaS company focused on delivering real-time customer support feedback to enterprises.
According to Qosmy, businesses don’t know if consumers are really getting the help they need when they reach out to customer support. Qosmy is looking to solve that problem with a simple integration of click-to-call buttons and real-time user feedback surveys. Click-to-Call buttons can be strategically placed on customer support or inbound sales pages, and customer feedback on service quality becomes available as soon as a call is completed.
The modern customer journey to support almost always starts at the website – and yet there is no existing tie between web browsing behavior and when a customer picks up the phone. According to Moore, “Estimates are that 20% of web self help sessions failover to a costly live-agent call.”
“Estimates are that 20% of web self help sessions failover to a costly live-agent call.”
Qosmy’s Click-to-Call buttons enable full tracking analytics on user actions, searches, or purchases associated with a particular support or sales call, providing rich, actionable data on page sources of call volume and upstream & downstream web behavior. This empowers enterprises to fully understand the end-to-end customer journey and further improve the support process.
Whether looking to integrate customer support feedback, demand generation or to optimize self-help experiences, Qosmy enables enterprises to take their customer support to new levels — with a just single line of code.
Qosmy turned to Sinch to power the calling behind their click-to-call button. Moore tells me, “We enjoyed a seamless integration with strong call quality.”
“We enjoyed a seamless integration with Sinch and strong call quality.”
The belief at Qosmy is, “Your customer service is your brand” and their robust product with its simple integration into websites and apps ensures companies can know once and for all if their customers are getting they help they need. And it’s no secret that happy customers buy more frequently, are more loyal, and most importantly — will say great things about the brand.
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