Missing Element Mortgages is a mortgage brokerage firm that has been a customer of Arc for five years, using a standard mobile phone and VoIP package. As the company grew it needed a more sophisticated VoIP system.
Sophisticated VoIP System for Missing Element Mortgages
Background
The new system needed to manage the flow of calls throughout the day and after business hours. The company turned to Arc for a solution that would help it enhance its customer experience.
Challenge
Missing Element Mortgages needed a new VoIP system that would provide a better customer experience. Specifically, the company wanted a system that would greet customers with a welcome message, provide options for customers to be directed to the relevant department, and divert calls to mobile phones during out of hours.
Solution
Arc provided Missing Element Mortgages with a new 5 seat VoIP system that included an Interactive Voice Response (IVR) feature. The system greeted customers with a welcome message and presented them with options to be put through to the relevant department based on their inquiry.
The IVR feature allowed the system to route calls efficiently, reducing wait times and improving the overall customer experience. In addition, Arc set up a call forwarding feature that diverted calls to mobile phones during out of hours, ensuring that customers were always able to speak to someone.
Results
The new VoIP system provided by Arc enabled Missing Element Mortgages to enhance its customer experience significantly. The company was able to respond to customer inquiries more efficiently, reducing wait times and improving customer satisfaction. The IVR feature allowed customers to be routed to the appropriate department, and the call forwarding feature provided a seamless experience for customers, ensuring that they could always reach a representative.
Conclusion
By providing Missing Element Mortgages with a sophisticated VoIP system, Arc enabled the company to improve its customer experience and enhance its reputation as a reliable and efficient mortgage brokerage firm. As a result, the company was able to better meet the needs of its customers and stay competitive in a rapidly changing market.
If you have a similar challenge, get in touch with a member of the Arc team on 0115 9508100 and they will be happy to help find you a solution.
