Contact Solutions Provides Customer Self-Service for Over 17 Million Prepaid Cards

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Solution achieves 95% end customer satisfaction rating.

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While improving customer experience we’ve simultaneously increased self-service levels to nearly 95%, saving the program manager millions of dollars per year.

Prepaid Expo – Contact Solutions, a leading provider of cloud-based contact automation solutions for financial transactions, now provides customer self-service for over 17 million prepaid cardholders. The company is showcasing this week at Prepaid Expo Booth #304 its capability to improve customer experience while reducing prepaid card customer service expenses.

“One of our large prepaid card programs with over 2 million active cards has an end user customer satisfaction rating of 95%,” said Contact Solutions CEO Paul Logan. “While improving customer experience we’ve simultaneously increased self-service levels to nearly 95%, saving the program manager millions of dollars per year by reducing the number of calls transferred to call center agents.”

Contact Solutions has developed a library of best practices based on its experience providing customer self-service to millions of prepaid cardholders through hosted interactive voice response, text messaging, and other interaction channels. The company’s team of continuous improvement professionals regularly analyze existing programs to find opportunities that further increase self-service utilization and improve customer experience. As a result, Contact Solutions helps prepaid card program managers optimize customer service and increase average margin per card.

Contact Solutions CEO Paul Logan will be participating in a panel on “Building Loyalty in Times of Tight Margins” from 2 – 2:45 p.m. on Tuesday, March 13.

About Contact Solutions
Contact Solutions provides industry-leading customer service by automating millions of customer interactions each day on behalf of our large enterprise and government clients. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. We systematically increase automation rates to lower costs and simultaneously provide our clients with the information they need to make data-driven business decisions that affect customer satisfaction. Our cloud-based multichannel platform supports customer interactions via hosted IVR, mobile web, SMS text messaging, email, fax, and web transactions. Contact Solutions is one of the top five largest hosted IVR providers in North America by market share, and received a 2011 Product Differentiation Excellence Award from Frost & Sullivan for our Customer Experience (CX) Framework.

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Margaret Brown
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