Really?
Really?
W3 Data, Inc., a leading provider of online directory assistance services,has added real-time directory assistance data to API411, a core product from its Data Solutions group that offers enterprise customers the ability to automate directory assistance data and logic using the freshest information to obtain immediate results.
From retailers and cataloguers looking to update customer information or to reduce shipping errors to credit issuers looking to reduce fraud and collection agencies locating skips, API411 customers can now choose the data source that is most valuable to them.
Call centres – seeking faster customer identification – are another business sector that has achieved beneficial results from the API411 product. It has been integral to operations for the Tucson-based Technical Support Centre of The Chamberlain Group, a Duchossois Industries, Inc. enterprise and the world's largest manufacturer of residential and commercial door operators. Chamberlain shaved approximately 30 seconds off the average time for a technical support call by integrating the W3 Data product into its AS/400-based Call Tracking and ERP applications. "API411 provides critical white pages data cost-effectively with excellent on-line response time", said David Gillhouse, vice president of information technology for The Chamberlain Group."We have been able to reduce average call times 10 to 20 per cent, depending on the call type, by automatically populating customer name and address information for our call agents. This API411-enabled application performs a reverse phone lookup and automatically populates the most accurate contact data into our system, and has allowed our representatives to handle additional calls as well as continue to provide superior customer service."
With industry averages of three-minute customer calls, call centre agencies and departments can realize overhead savings from 10-25 per cent while maintaining existing service levels more effectively. Key customer and consumer information is also captured and can be analysed by technical support, sales,marketing and engineering executives through flexible business intelligence tools.
For more, see: www.w3data.com
