We’ve been hearing valuable insights from our customers since the beginning of the COVID-19 crisis. You’re overwhelmed with customer calls. You’re struggling to respond with a limited agent staff. Those who now must work-from-home, if possible, may have limited internet speeds and limited technology.
The goal is not to use VHT’s 30-days of assistance to solve all your call center and customer contact problems. Use VHT to bridge the gap while you stand up your work-from-home strategy. Leverage the Mindful platform to allow groups of agents to start remote work now using SMS messaging.
This is just the first step. VHT will work with you to continue the transition to provide more robust and long-term WFH solutions as needed.
Thank you! We'll be in touch soon.
Check back to this page often for daily updates and more FAQs answered.
What minimum technology must agents have to use VHT’S SMS bridging assistance?
With Mindful, WFH agents only need their smartphones to become available to work, though if they do have a laptop or desktop, that’s even better. Mindful doesn’t need to be connected to on-premise technology.
Can an agent’s smartphone be masked to present as a business line?
Yes. Outbound Agent Calling allows agents to converse with messaging, and then create an outbound call to the customer. Using Mindful, agents can use their own smartphone, but that caller ID is masked and replaced with the SMS number.
Can the mindful platform interface be used from a mobile device?
Yes, Mindful’s web-based, cloud hosted, interface can be used with a smartphone screen interface. Plus, we are continuing to make improvements to the mobile interface.
How does SMS messaging help us?
Messaging based communications is more efficient in live communications, can be automated, and doesn’t have the same staffing sensitivities as voice based call centers. Both one-way automatic responses and two-way conversations help manage volume and customer needs.
How does Mindful / VCAP help us monitor and supervise agents?
Messaging based, and SMS based messaging in particular, communications are much more powerful for satisfying governance and compliance business requirements. Mindful text messaging can keep continuity of customer conversations automatically. This legacy data can be used to train agents and discover patterns of customer needs.