Omnichannel communication with customers and leads for a global med-tech startup
Noltic enhanced customer support operations and reduced callbacks for hearX, a global leader in hearing health solutions.
HearX Group is a South Africa-based company developing award-winning technology for hearing health. They have worked with residents of almost 200 countries to provide affordable digital hearing solutions – both hardware and software – to detect, diagnose and treat hearing loss.
hearX faced several issues with their customer support operations. Despite migrating their sales and support teams to Salesforce, they encountered:
- Chaotic load on support agents;
- Inconsistent customer engagement history;
- Lack of a unified messaging system for inbound and outbound communication.
Their setup included multiple apps and a website, but issues persisted with Service Cloud Voice, including:
- Call-back and inbound queues having the same agents, causing customers to be unable to reach them;
- Managing a separate US call center for insurance customers to comply with local regulations;
- Contact flow setup in Amazon Connect.
HearX has used the Twilio app for video calling, but there was a need for screen sharing, which Twilio does not support.
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- Developed a post-call survey and related dashboard;
- Added a call-back request feature;
- Introduced Messaging In-App;
- Introduced Messaging In Web;
- Fixed case creation issues for inbound calls;
- Implemented lead sequencing with conditional flow;
- Prioritized inbound calls over call-back requests;
- Set up email-to-case with agent routing based on email source (e.g., emails from specific users handled by the US team);
- Enhanced omni-channel routing to agents and queues, including SMS, Facebook, and in-app channels, with a pre-chat form for mapping conversations or creating new user records;
- Added call outcome and disposition tracking;
- Created a scheduled job to manage custom tasks for outbound calls, converting leads if successful or closing the queue if not;
- Automated email notifications for more than six unsuccessful calls;
- Improved call-back procedures for missed calls by recording call attempts and cross-referencing with customer details;
- Routed calls based on customer data: first call with no existing record to Sales, existing data to Service;
- Developed custom dashboards for productivity and reporting;
- Set up an inactive status for agents who cannot accept calls;
- Implemented Work Order processes for Repair and Refunds;
- Set up a communication for Repair and Refunds orders;
- Set up VRA (Visual Remote Assistant) for video calling and screen sharing.
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- Decreased the average time customers waited for call-backs, improving response efficiency;
- Enhanced the ability to handle a higher volume of inbound calls;
- Facilitated task management and call handling, leading to more effective use of agent time;
- Provided a unified view of customer interactions, resulting in a more consistent and personalized customer experience;
- Fixed issues with case creation for inbound calls, reducing errors and improving case management;
- Implemented lead sequencing and prioritization, improving conversion rates and lead tracking;
- Introduced automated email notifications for failed call attempts, ensuring timely follow-ups;
- Enhanced support across multiple channels (SMS, Facebook, in-app), leading to better coverage and customer reach;
- Created custom dashboards for tracking productivity and generating reports, enabling better performance monitoring and decision-making;
- Implemented automated flow for Repair and Refund Work Orders;
- With VRA, customers can share screens and have a video call with an agent.
- Clear and faster handling of work orders;
- Faster response times and more reliable call management improved overall customer satisfaction and loyalty;
- The improvements in call handling, case management, and lead processing accelerated operations, reducing workload and operational costs;
- Improved lead management and follow-up processes led to higher lead conversion rates and increased sales opportunities;
- Addressed compliance issues by integrating a separate call center for insurance customers, ensuring adherence to local regulations;
- Consistent and personalized customer interactions fostered stronger relationships and trust with clients;
- Enhanced reporting and dashboards provided valuable insights, enabling more informed decision-making and strategic planning;
- Customers' issues are resolved faster by experts using VRA.
Noltic has been extremely helpful and available almost around the clock. They really go the extra mile to accommodate us and our needs.
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