Infratel, a global provider of contact center solutions for small and mid-size businesses, has launched MightyCall React, and the companion product, MightyCall React Mobile for iOS. The two products make up a solution enabling small business teams to work together more to receive, review and respond to customer requests from anywhere.
Customer interaction preferences are quickly changing according to Forrester’s 2013 data about communications channels. While voice is still the most widely used channel at a 73 percent utilization rate, other channels are becoming increasingly important. Customers want easier access to businesses and faster responses. Customers don’t care that small businesses run lean. MightyCall React enables the small business to support a variety of technology forward communication channels that their customers want to use, while enabling the small business to handle these requests without the need for dedicated phone agents, the company said.
MightyCall React consolidates inbound customer requests from the business website, social media sites including Twitter, common email inboxes and the business phone number into a single, easily managed activity queue. Using the Web interface or the smartphone app, the activity queue can be reviewed & managed by any participating member of the team ensuring timely follow up to customer requests and sales opportunities.
MightyCall React includes a Web-based interface, MightyCall React Mobile for iOS, a Twitter connector, an integrated “Contact Us” Web page widget, a Wordpress plug-in and a common email drop-box.
- MightCall React Mobile for iOS enables small business teams to quickly review and respond to customer inquiries while on the go. The animated dashboard helps the user prioritize their actions to meet customer expectations. With MightyCall React Mobile, regardless of location, the small business is never out of touch with their customers. MightyCall React Mobile is available as a free download from the Apple app Store.
- MightyCall React includes a connecter that can link to a Twitter account automatically turning tweets into actionable tasks. Twitter direct messages as well as mentions appear in the activity queue ready for a quick response from a member of the team.
- MightyCall React includes an integrated “Contact Us” widget that acts as a bridge between the Web site and the MightyCall React activity queue. Web site visitors can submit a question, request a callback, download a vCard or get in touch instantly with the click-to-call feature that can ring through to an existing phone number. The MightyCall React “contact us” widget code can be accessed via the MightyCall admin interface or installed from the Wordpress plug-in directory.
- The MightyCall Wordpress plugin simplifies the process of adding the MightyCall “contact us” page as well as the ability to insert the click-to-call button or mini contact form as a sidebar widget. The MightyCall React plugin for Wordpress is available free of charge.
- Managing customer requests from third party systems is enabled with the MightyCall React task inbox. The common inbox accepts email messages from users and automatically converts each one into an activity ready for review and response by any member of the team. Eliminate the need to individually monitor and coordinate the response to the sales@, support@ and info@ inboxes for your business.
“The needs of the small business are not well served by today’s expensive, agent-based cloud contact center solutions,” said David Abramowski, vice president of marketing, Infratel, in a statement. “MightyCall React aims to disrupt the status quo by putting comprehensive contact center capabilities in the pocket of every small business person.”