The top 25 newspaper puts focus on improving the customer experience for over one million weekly readers
The Boston Globe today has launched their new customer self-service solution focused on driving enhanced customer experience and loyalty.
The solution, which was designed and implemented by Contact Solutions, a leading provider of cloud-based customer self-service, will more efficiently meet the varying needs of the media outlet's broad customer base, supporting The Globe and the Worcester Telegram & Gazette - with a combined estimate of 1.8 million weekly readers.
The nearly 150-year-old newspaper has always made a commitment to provide the best customer service, and the new customer self-service implementation helps to better meet the evolving needs of its readers. From new credit card processing, to expanded complaints handling, and even vacation start and stop notices, the new self-service solution speeds up call resolution, significantly decreases caller frustration and contributes to a positive customer experience (CX).
"Fostering customer loyalty and delivering a great customer experience are of critical importance to us," said Robert Saurer, Director of Customer Experience and Innovation at The Boston Globe. "Contact Solutions accelerated the launch to support our 2013 goals. Since launch, the solution has already delivered great results for our organization. Self-service enhancements make calling in pleasant because it is so easy to navigate, and authentication is now faster. Additionally, the detailed analytics is generating valuable business intelligence."
The new IVR solution will also support:
-- Call authentication
-- Hour operations
-- Account balances
-- Reporting an issue with newspaper
-- Call back requests to combat long wait times in queue
-- Auto subscription renewal
"News media is in a time of flux, with customer preferences for print versus digital changing every day. In this period of transition, The Boston Globe understands that maintaining stellar customer service will be critical to maintaining reader satisfaction and loyalty," said Paul Logan, CEO of Contact Solutions. "Our best-in-class self-service allows Globe readers to interact more seamlessly and quickly with the newspaper, and will help support an increased preference for self-service to quickly resolve subscription service inquiries."
