At VHT we’re dedicated to customer success. We’re as much of a service company as we are a technology company. We develop strategies with our clients to make customized use of our tools, maximizing successful relationships between brands and their customers.
We see brands who want to provide their customers the best experience possible, but due to budgetary and technological constraints, often offer a degraded experience that is transactional rather than relational.
We know it’s a problem because we see the negative impacts on their customer experience metrics. If we don’t fix it, brands will continue to struggle with transactional approaches rather than relational strategies and lose customers through churn or market disruption.
The combination of our Mindful Platform and the expertise of our ongoing strategic planning empowers our clients to communicate efficiently and effectively with their customers, delivering a successful customer experience that impacts both business growth and cost savings.
A bit of history
For over two decades, VHT has been the world’s #1 provider of callback software and services, enabling over 300 of the world’s leading companies to improve their customer experience metrics, save money on customer interactions, and grow their reach to new customers.
In 1991, Mark J. Williams started his own company, Professional Services, Inc. (PSI), to provide call center outsourcing and consulting services. Here, Mark realized the need for a virtual queuing solution to address problems that plagued the industry. In 1995, we formally developed our “Hang up and we’ll call you back when it’s your turn” approach. We patented the idea and coined the term “virtual queuing.” Only VHT Callback saved the caller’s place in line and called them back when it was their turn, maintaining full routing integrity.
Today, the industry has expanded, technology has advanced, and we have transformed from a callback company into a company focused on improving customer success. In 2018, we transformed the name Virtual Hold Technology into simply VHT. We’ve also advanced our platform, Mindful, to be a subscription-based Software and a Service (SaaS).
Our behavioral values
Learn fast, learn together
Our market moves fast, so we keep learning at pace with each other.
Show your work
We share our ongoing progress and thoughts with each other and our clients.
Dig a little deeper
Good enough is not enough. We don’t make assumptions; we investigate.
Understanding the results and gain of our work is essential.