PRESS RELEASE: Bright Pattern announced today that Better CS, a Business Process Outsourcer (BPO) has deployed its next generation cloud contact center solution to help retailers mitigate losses from credit card chargebacks.
Credit card chargebacks the reversal of a credit card purchase are a fact of life for merchants, and most common in the online retail vertical. When a customer can’t get satisfaction over the phone through a retailer’s contact center, due to poor customer service, their next step typically is to turn to their bank and dispute the credit card charge.
Persistent high volumes of chargebacks can lead a bank to cancel a merchant’s account, impacting the company’s top line due to being unable to accept the most convenient form of payment; companies scramble to establish a new merchant account to accept credit card payments again.
Worse still, the fees that banks levy on chargebacks are steep, and can accrue, generating significant losses.
Recognizing that poor customer service is a leading contributor to chargebacks, David Jones, president of Better CS, identified an opportunity. His value-added Business Process Outsourcing (BPO) firm offloads the contact center customer service function from his customers, and, unlike many BPOs that focus on day-in-day-out contact center execution, provides guidance on improving customer service, and other business processes.
For the contact center functionality, David chose ServicePattern, a cloud contact center solution from Bright Pattern.
David explained that “the Bright Pattern solution is very intuitive for administrators and agents alike. It’s a user friendly platform. The software-as-a-service model gives me the flexibility to have agents work at home, and lets me pay as I use the service, rather than making huge upfront investments in telecommunications equipment.”
Konstantin Kishinsky, CEO of Bright Pattern, said, “David’s approach with his customers is very similar to ours a collaborative one. We work very closely with our customers to ensure our technology innovations deliver a positive financial impact. ”
David evaluated and tested numerous cloud contact center solutions, but kept coming back to Bright Pattern, saying, “you have built the product the way I want it built as an operations manager.”
Bright Pattern’s cloud contact center platform is a foundational element that enables Better CS to deliver on its promise to improve customer service and reduce chargebacks for its customers.
Built into the platform is the Rich Contact Experience mobile customer care feature suite, which is designed and well-suited for mission critical inbound customer care environments, finally reconciling the long-standing contact center conflict between lowering costs and improving customer experience.
About Bright Pattern
Say goodbye to overly complex and costly contact center infrastructure. Bright Pattern offers the next generation of cloud contact center and customer experience management solutions. With flip-the-switch activation, you can deploy in days and make changes in minutes. As a multichannel, unified, fully featured solution, our ServicePattern platform helps you manage the complete life cycle of customer experience. Architected from the ground up as a cloud-based service, Bright Pattern offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry. For more information, visit http://www.brightpattern.com.