Steam-connect has therefore defined three target groups: call centers (facility or in-house), the SME market and the client market, such as the GGD or energy companies. If these parties were to purchase Steam-connect and have their facility call centers work with it, they would have complete control over their campaigns and immediate insight into call duration, dates, communications and hours.
“Any party that has anything to do with customer contact can use our heroic package,” concludes Dennis Schabracq.
It doesn’t stop there, as the company continues to innovate. “We are also launching a chatbot in our package soon, because we see an increasing demand for it. Our customers can set it up just the way they want it, that’s how we designed and built it.”
The rebranding is about to start, when will the operation be successful? For Renée Müller when the customers are happy with it and Steam-connect will be seen even more as a thought leader in a while and they will have an easier time getting to the table with larger parties.
Schabracq goes one step further. “Our competitors are big, global players and the ultimate ambition is to be next to them or just below them. I would very much like to conquer the world and our product can make that happen. In that, I would like to be the hero.”
Future of customer contact
The world in which Steam-connect operates won’t change much, he thinks. “There is likely to be a shift within customer contact channels. Live chat is on the rise, but each generation will use the channels they are most comfortable with, and the companies that score well in customer experience know how to manage all those channels well and appropriately.”
“Another question, of course, is: why is there still so much customer contact? Because most companies communicate woefully poorly. Why does a customer have to call back three times for a question? If everything were immediately clear to everyone through clear communication, there would be less need for customer contact. But that ideal world is still a long way off, and for us that’s a good thing.”