Posts tagged care

Normally, when a customer dials a customer care number – lets say just dial for instance, they greet us with our name, this happens by using our telephone number we are calling from, and using this they fetch out contact details from database and provide customized solution.

keeping this in mind, if you have used google maps from your cell phone, either the cell phone supports GPS feature or not, google maps will give reasonably exact current location with a radius, which allows you to search for any information arround that radius. like when i am in nungambakkam, chennai and search for restaurants, it gives me restaurant details in and around the location.

now imagine, a customer calls to a service center from a location, our customer care is enabled to detect the users location using their cell phone number using something what google maps does and our agents are in position to give solution based on the location.

1. can give nearest service center
2. can route calls to nearest service center
3. can make nearest person to reach the customer
4. or even nearest another customer ready to help another customer
5. or in case of roaming agents, call lands to nearest agent
6. what not??

is there such solution already in market already?