Silverpop Supports Clients When They Need It (Not Just When Headquarters Is Open) | Silverpop
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Silverpop Supports Clients When They Need It (Not Just When Headquarters Is Open)

Silverpop Supports Clients When They Need It (Not Just When Headquarters Is Open)

Silverpop recently implemented a new call system from inContact that automatically reroutes calls to geographic areas where live support personnel are available.

ATLANTA, June 30, 2009- Even marketers using the easiest email solution available sometimes need a guiding hand. To be there when needed, Silverpop is unique in the marketplace, delivering Client Support services 24 hours a day, five days a week.

Silverpop, a leading provider of B2C customer engagement marketing solutions and multichannel B2B marketing automation, also recently implemented a new call system from inContact that automatically reroutes calls to geographic areas where live support personnel are available.  For example, a California client calling at 3 a.m. Pacific Time would be routed to Atlanta, and if all agents there were on the phone helping other clients, the caller would be routed to an available agent in the company's London office.

Non-English speaking clients can specify their language preference, and the phone system will attempt to connect with an available agent who speaks their language. Currently, Silverpop Support has staff members who speak German and Mandarin Chinese as well as English. If no one who speaks the preferred language is readily available, clients can talk to an English-speaking rep or leave a voicemail in their native language.

"While many marketing technology providers only offer assistance 12 hours a day centered in the time zone in which their headquarters is located, Silverpop's extended support really makes a difference in helping clients reach their engagement marketing goals─no matter what the hour," said Silverpop CEO Bill Nussey. "We are truly focused on accommodating the needs of our clients worldwide."

He added that while Silverpop products are easy to use, they're even more effective when paired with the many marketing support services the company offers. Silverpop ensures all clients have a smooth start by contacting each and assisting with setup. Clients interested in additional assistance can take advantage of the SureProgram, which offers more guidance during the first 30 to 90 days. Training options also include self-paced, on-demand Web-based training; weekly, instructor-led Web-based training; and customized, on-site training.  In addition, the Silverpop Client Support Portal offers the ability to search for solutions, download materials and receive notifications.

About Silverpop
Silverpop's Engagement Marketing suite helps turn prospects into customers, and customers into fans. Silverpop's Web-based solutions enable companies worldwide to build relationships with customers and prospects through the creation, automation and delivery of relevant, online messaging.

Companies rely on the Silverpop Engage platform to create and manage multichannel marketing campaigns that reach millions of individuals--one at a time--enhancing lifetime customer value and brand loyalty. Silverpop's Engage B2B platform seamlessly scores sales leads, nurtures them through the pipeline and measures campaign return on investment. Best practices and white papers are available at www.silverpop.com.

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