Kevin Price, Host of the Price of Business on Business Talk 1110 AM KTEK (on Bloomberg’s home in Houston) recently interviewed Jonathan Gale.Here’s that interview.
About the interviewee
Jonathan Gale, CEO NewVoiceMedia has over 20 years experience building technology businesses. He joined NewVoiceMedia In October 2010 as Chief Commercial Officer to manage sales, marketing and product. He was appointed Chief Executive Officer in February 2011. Prior to joining NewVoiceMedia, Jonathan was SVP of Product at Mimecast and before that during his 8 years at MessageLabs (now part of Symantec) he was VP of EMEA, Global VP of Sales and VP of Product Management. Before that, he spent 10 years in the CRM and contact center industry. When he is not in the office, Jonathan enjoys racecar driving and snowboarding.
Tell me about your company (number of employees, location, type of companies you work with, etc.).
NewVoiceMedia is based in England with U.S. offices in New York and San Francisco. We have 275 employees worldwide and are the leading multi-channel cloud contact center vendor. NewVoiceMedia connects organizations with their customers worldwide to provide everything you need in a cloud contact center.
NewVoiceMedia customers benefit from enterprise- class contact center functionality, at a fraction of the cost. Our award winning, true cloud, over-the-Internet, contact center solution, ContactWorld for Service seamlessly integrates with Salesforce, enabling businesses to deliver a customer service experience that improves satisfaction and lowers customer churn.
ContactWorld for Sales and Marketing is tailored for organizations that want to contact their customers with personalized marketing campaigns and sales propositions. The platform integrates with Salesforce to route and manage inbound calls, email queries and social engagement. Executives’ benefit from complete visibility of all sales activity as customer data is turned into customer insight, driving sales effectiveness.
What type and size of companies do you have as clients?
Our clients’ range from small businesses to large, global enterprises with multi-site contact centers manned by hundreds of agents. Our prestigious list of customers includes Brightpearl, Qlikview and Parcelforce. These companies have implemented us across their sales environment, customer service environment or both.
What comes to mind when you see this topic?
Technology is advancing at an exponential rate. Only a few years ago you might have been expected to offer just one or two communication channels for your customers. But over the last decade we have seen the arrival of web chat, customer forums, smart phone apps and social networks. Delivering quality customer service puts successful companies ahead of the competition.
To succeed, businesses must build an integrated multi-channel customer service strategy so they can connect with customers wherever they are to drive loyalty and increase sales. It seems such a waste to spend so much time, money and effort to win new customers only to start to destroy that relationship with a culture of customer avoidance as soon as the contract is returned.
Never forget that your customers are your primary source of:
• Customer references
• Social media evangelists
• Community-delivered support
• Market research
• Product feedback
• New business referrals
What are the best practices when it comes to this issue?
When it comes customer service and sales ecosystems, hope is not a strategy and an Excel list doesn’t cut it anymore. Companies must embrace technology to automate how they effectively connect with customers. You have to track and leverage everything you know about your customers to drive a more meaningful discussion or resolution.
It does not matter if you are a fast paced sales organization or a skilled service team, if you have or are thinking of a CRM solution like Salesforce, you can immediately benefit from automatically tracking and managing your customer/prospect journey. The question is how can you amplify this investment?
It’s simple, by integrating a cloud contact center platform (like NewVoiceMedia), you can now leverage these powerful CRM insights at every touch point to effectively sell and service customers. Customer and business success is about retaining and nurturing revenue growth through existing customers while building brand advocates.