Enable Customers to Skip Hold Times with VHT’s Mindful Callback for Twilio Flex

Enable Customers to Skip Hold Times with VHT’s Mindful Callback for Twilio Flex

Waiting on hold is something everyone fears when calling customer service. While hold music has definitely improved, the experience can be a painful first step before talking with an agent.

With VHT’s Mindful Callback technology, you can now provide customers an option to avoid long wait times and get back to their daily lives.

Automated callbacks re-engage customers with an agent when it reaches them in the queue. Customers get to choose to wait on hold, or take a callback. This enables you to turn hold time into free time and provides a huge benefit to your customers.

Twilio has partnered with VHT, who invented callback technology 26 years ago, to design a validated integration for VHT Mindful Callback, that works as a natural extension of your Twilio Flex contact center. This integration enables virtual queueing during high volume periods, automates callback, and uses Twilio SIP URI to receive priority for the next available agent.

In efforts to optimize customer experience even further, VHT acquired Survey Dynamix—another Twilio Flex integrated solution—to make contact center feedback accessible, effective, and efficient. To learn more about this integration, please read “Survey Dynamix Integration Designed for Twilio Flex.”

Common Use Cases

1. Reduce hold time during high volume periods by enabling customers to skip hold times all together or start messaging with an agent via web/mobile/chat. This helps avoid abandoned calls and reduces cost by avoiding repeat calls.
2. Offer web-based callback scheduling directly from self-service pages to simplify the escalation process for these customers to speak to a Twilio Flex agent.
3. Replace phone number with click-to-call widget that automatically places customers in your Twilio Flex queue. This helps manage ultra high volume time periods more efficiently by reducing initial calls and allowing customers to schedule days in advance if needed.

Availability

is a cloud based integration and is available for customers of all sizes, with contact centers around the globe. You can integrate this solution natively into Twilio Flex to enable agents to interact directly through their desktop, without switching tabs.

Learn More

To learn more about the VHT Mindful Callback integration for Twilio Flex, please review the documentation or visit the Twilio Showcase. Want to integrate today? Please email ecosystempartners@twilio.com to get connected with the Twilio team.

Philip Borden is a Sr. Product Marketing Manager at Twilio where he works with Technology Partners and ISVs. His focus is on coordinating GTM strategies for partner launches and driving customer engagement. Prior to Twilio, Philip managed Partner Marketing at SendGrid and Sling TV.