Since October 2022 Softline has been operating under the brand name Noventiq.

Customer service channels have immensely evolved in the past years allowing companies to provide outstanding experience and effective solutions to customers. However, with 74% of CSS leaders identified creating a seamless customer journey across assisted and self-service channels as a key challenge in 2022, ranking it “important” or “very important”[1], the technology alone is not enough for a successful transformation.

Customer service organizations need a flexible technological infrastructure that is scalable and at the same time can also create personal connections with customers. At this point, phone communication couldn’t be left out from the platforms. It allows a close agent-customer connection so a reliable and integrated solution is a must.

Callflow offers a range of widely flexible and efficient solutions that helps businesses in enhancing their call center systems. As Callflow’s contact center software is cloud-based, the customer service department can log in and use the service through a web browser, eliminating the need to install software.

Transforming missed calls into satisfied customers

Phone calls allow personal interactions for customers making it easier to resolve complex issues and provide direct answers. However, with the growth of the business, phone calls could quickly become burdensome and unmanageable for any company. This happened with a dynamically growing e-tailer in Bulgaria, specialized in fishing equipment.

Nasluka offered consultancy over the phone for their customers regarding orders, moreover also supported them with expert advice before purchasing. When the range of equipment started to grow, phone calls began to overburden the business. Despite the availability of various digital communication channels, customers preferred live contact and wouldn't communicate with voicemails or via social media. As a result, the number of missed calls during business hours increased significantly, despite the activation of second lines, because sales consultants were unable to answer all calls. Also, it became time-consuming to find who had to be dialed back or to keep track of how many clients were lost in a particular time period.

As a company that aims to keep up not only with fishing technology, but also with the latest technology in customer service, Nasluka decided to  to take a new approach in their phone system.  They required a solution that:

• provides statistics on missed calls
• can be reached with the click of a button
• replaces GSM handsets with a headset and computer

As a solution to their business challenges, Callflow offered them a private branch exchange hosted on cloud (Cloud PBX). The wide array of settings and features makes Cloud PBX ineluctable for many businesses. With Cloud PBX consultants stopped wasting time looking for missed client calls in the call log. They focused on what was most important for the business, personal attention to each client.

With Callflow the team is finally able to return every single missed call, while employees can focus more on customers. Furthermore, listening to call recordings has already proved useful to resolve misunderstandings with customers.

‘It is easier and more convenient for me now because after I’ve finished talking to a customer, I can easily switch between tabs to manage other things such as sending an order, and the mobile phone is no longer something I have to worry about’, says Milen Petrov, sales consultant for Nasluka.

Softline and Callflow formed partnership to drive digital transformation with cloud phone systems. Through this partnership, Callflow contact center solutions and private branch exchange (PBX) systems become available through Softline in the Central-Eastern European region. Contact us so our experts can help you to optimize your customer service processes.