December 4, 2014
If you're going to work in the healthcare industry, you need to stay up to date on trends and developments so that when customers call, they can get the answers they need.
That was what prompted MINDBODY ( – ), the largest cloud-based software provider in the health, wellness, and beauty industries, to begin using inContact products in 2010, specifically for its client Bodies by Perseverance (BBP), which uses MINDBODY’s software to operate an exclusive personal training and fitness gym located in Denver.
According to a recent blog post by Allison Potter, a customer marketing specialist at inContact, the team at MINDBODY recognized the value of inContact’s offerings and continues to develop innovative solutions for its customer service teams. At MINDBODY, leveraging technology to create fast and effective customer experiences is crucial.
“Our contact center serves over 40,000 customers and handles more than 2,000 calls per day,” MINDBODY’s Stacey Potts told Potter. “We receive a surge of calls about how to set up holiday promotions, redeem gift cards, and run reports, starting around Thanksgiving and continuing through January.”
Bodies by Perseverance relies on MINDBODY for help in creating holiday promotions each year, such as their recent Black Friday ( – ) deal, Potter noted. As co-founder and trainer at BBP, Jennifer Samuels encourages people to start their fitness programs today. “I have several clients who want to start their nutrition and exercise plan after the holidays,” Samuels said. “But now is the time! Don’t feel like you have to wait for the New Year. Stay active and be mindful of keeping your meals balanced.”
A critical part of that planning involves taking advantage of the features offered by inContact. These include:;
Update your IVR to include your most popular holiday requests: To reduce the number of call transfers, MINDBODY is adding a new IVR option for the holiday season. Customers are quickly routed to the agent best suited to create holiday promotions or set up gift cards.
Take the pressure off your agents. Review FAQs and feature top content on your website: MINDBODY takes the initiative to explore how customers can help themselves online. “I frequently use MINDBODY’s website to look up answers to my questions,” said Samuels. “I also love checking out the community forum to see what other owners are doing and to find a solution quickly.”
Explore Integrating Your CRM with Your IVR: “MINDBODY wanted their customers to have a seamless call experience that would pull information stored in their CRM. What they developed was a customized phone tree experience,” Potter wrote. “The design includes a ticket screen that pops up so the agent can view the customer’s information. As a result, MINDBODY has reduced Average Talk Time and After-Call Work, allowing agents to assist the next customer more quickly. Client information is collected by the IVR by recognizing the Automatic Number ID (ANI) or Client ID (CID) stored in their CRM.”
It all seems to be working out extremely well for everyone involved. “The robustness of inContact’s API and the flexibility of Studio scripting are key,” said Patrick Perl, MINDBODY’s Senior Manager of Workforce Analysis. “We wouldn’t have anything we have now without this usability.”
