TECH-ENABLED OMNICHANNEL CUSTOMER CONTACT CENTER

Beyond Traditional Voice Interactions, Our Multichannel Call Center Services Includes Chat, SMS, E-Mail, Social Media, and More

 

CUSTOMER INTERACTIONS ACROSS BLENDED VOICE, CHAT, E-MAIL, AND SOCIAL MEDIA

Efficient & Seamless Brand Experience Through Multiple Integrated Customer Contact Mediums

OMNICHANNEL MADE EASY

Complex and High-Tech Omnichannel Business Process Executed at the Highest Level

Omnichannel services at Mass Markets are supported through self-service technology and integrated support channels reinforced by inbound and outbound resources. These enhanced, multi-channel, cross-platform capabilities create an enhanced cohesive customer experience and generate efficiencies in sales and customer service. Mass Markets’ omnichannel technology is native to our platform, creating a fully integrated agent experience and seamless customer empowerment.

Whether it’s e-mail, SMS, social, chat, web or a combination, Mass Markets can support and integrate the database environment to enable positive customer interactions and unified reporting.  Our omnichannel solution enables the best possible customer experience and our specialists represent your brand at the highest level across every multi-channel interaction.

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OMNICHANNEL CONTACT CENTER SERVICES

Blended Voice & Digital

Realize efficiencies blending voice and digital agents.

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Chat

Proactively engage new customers and service existing ones.

E-Mail

Respond to customers promptly with confidence your brand is protected

Social Media

Monitor, measure, and engage you customer online.

Web2Lead

Callback interested prospects in realtime to increase conversion.

Click2Call

Give customer instant access to sales and service.

SMS

Bi-directional SMS integration with the agent desktop.

Cross Channel Integration

Move customers across channels with integrated reporting.

SPECIALIZED B2B & B2C SOLUTIONS

B2B
SOLUTIONS

Learn how our B2B solutions help businesses cost-effectively support high-value interactions.

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B2C
SOLUTIONS

Find out how our B2C solutions help businesses efficiently acquire and retain customers.

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The Mass Markets Advantage

Omnichannel Expertise

Mass Markets delivers several socially-driven omnichannel solutions which ensure that our clients interact with their customers at the most effective point-of-contact and at the right time. With an ever-changing social, cultural, and technological landscape, it is incredibly important that customer support is available via all channels of communication. Mass Markets has adapted to ensure that our clients receive the necessary services to meet those changing demands.

Tech-Enabled Services

We pride ourselves on fielding advanced technology infrastructure for our outbound projects including integrated omnichannel capabilities, reporting, and platform integrations, advanced CRM and contact center platform functionality, integrated knowledge library and dynamic scripting, and real-time remote access dashboard reporting for our customers.

Database Strategy & Analysis

We have a robust suite of databases analysis services and experience designing direct marketing and list penetration strategies that improve customer contacts while facilitating efficient sales and lead conversion.  Our contact strategies are high-impact help create consistent, predictable, and sustainable program results.

Talent

We identify and hire the right agent and management to support our outbound projects.  Our outbound agents are selected based on a robust pre-employment screening process and selectively matched to ensure we have the best agent profile for each specific project.  Our outbound management team consists of subject matter experts customer experience and outbound project best practices.

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