CallPotential, a provider of lead-management and communications software for the self-storage industry, has added a new feature to its Contact Center software that allows customers who reach out to a storage company by phone to request a return call rather than wait on hold to speak to an agent. The user can simply hang up and receive a call once a service representative is available, according to a press release.
The company’s call-center software is designed to give self-storage operators control over their customer interactions by phone, text or email via a single platform. It integrates with most property-management software, categorizing calls by customer-service function and prioritizing them into a queue. The new feature is designed to help reduce call-abandon rates and ease call-volume spikes for phone service agents.
“With the increase in the volume of phone calls coming into [self-storage operators’] call centers due to the pandemic, it has become important to reduce or eliminate hold times,” said Phil Murphy, president. “Owners are able to balance out their agent call volumes, while customers don’t get stuck waiting in endless queues.”
CallPotential’s customer-relationship-management platform integrates with self-storage facility-management software. It organizes and automates the lead- and collection-management processes using omnichannel communication tools such as text messaging, e-mail, live and recorded calls, and live chat, the release stated.