Important announcement coming in 3, 2, 1…
CrazyCall is now Channels!
But, our name is not the only thing that has changed. The switch to Channels means the whole new software, possibilities, and mission…
So, for anyone asking “What is going on?”, let me take you on a quick journey on how we got to this point…
It’s the year 2014, new cloud-based calling software gets released
Around 6 years ago, we’ve launched CrazyCall which was a cloud-based software that was meant to serve small and medium call centers.
Its main perks were the autodialer, ease of use, and user-friendly interface. All of it meant that new agents could get up and running within 30 minutes which is not so obvious in regards to call center software.
Yet, as CrazyCall progressed we found out that companies of all sorts have different needs even though they were all utilizing the same software.
Some were call centers (even big ones which we didn’t assume would happen) and they requested new features that would allow them to make more calls and manage their agents in different ways. This created a problem of development capacity and tons of tiny requests from various companies and that was something we wanted to avoid.
We had sales teams who wanted to experiment with selling their products through contact lists and they needed a calling software to automate the process. The problem was when their tactic didn’t work, they dumped the software to try another way of getting to their clients. We knew we couldn’t rely on them.
Other companies wanted a customer service solution that would allow them to handle customer support calls and assist their clients using the phone. Here, we knew our software would do the job. Yet, there was a problem as at first, we tailored it to call centers, not the customer support teams.
And that was a call for the change…
It’s the year 2020. Time to power up your customer service!
6 years have passed and we jump right to this moment.
After long months of planning, development, and googling how many cups of coffee can a human drink a day (scientists say 4, developers say 14), we’re ready to show you Channels.
What is Channels and how does it differ from CrazyCall?
Simply speaking, Channels is a way to power up your customer service.
Just like CrazyCall, it is a calling software but there are no features targeted directly towards call centers. The whole software was designed to serve all types of companies who want to offer exceptional customer service.
What’s the mission?
The whole purpose of Channels is to put an end to interview-like customer support phone calls.
No one likes being asked an endless stream of questions just to get their order identified or their identity verified. With Channels, you’ll be able to see all the crucial customer details that will allow you to get straight to the point of the conversation.
This way you’ll keep your customers happy, as well as, you’ll make the job of your customer success heroes easier and more pleasant.
Who doesn’t like win-win situations, right?
How does Channels achieve what it promises and what will you find inside?
First is the earlier mentioned Customer card. While handling the call through our Click-to-Call widget (more on that later) or the Mobile App (later too…), you’ll be granted a link with all customer details, their latest orders, company, role, and anything else that will help you get to the point of the conversation.
The question is Where does Channels take these details from?
Here we come to another vital point of our new software and that is Integrations.
We not only wanted to create a software that powers up your customer service in general but we’ve also wanted to make one that fits into your current workflow. And the best way to do that is by integrating with what you’re already using.
Thus, Channels integrates with:
- and through our API
The first two – Shopify and Magento – are made for online store owners and you’ll find both of them in their respective marketplaces. By integrating Channels with your Shopify and Magento online stores, our software will pull customer details from your eCommerce platform and present them to you when your customers are calling.
This way, you won’t have to browse through the latest orders or your contact list to identify who is calling and what’s their problem.
The third one is geared towards salespeople who use Pipedrive as their sales CRM. By integrating both pieces of software, you’ll never get caught by out-of-the-blue phone call and you’ll be always ready to close the call.
The real struggle for salespeople is that only around 2% of phone calls and up in face-to-face meetings and around 1% of these calls lead to closed deals. Thus, we want to make it easier to close more calls and turn these calls into successful meetings.
The fourth integration, that is with LiveChat, is meant to make your LiveChat more versatile and to let you offer a more diverse customer service experience.
We do it by allowing you to send a Callback request while chatting with your customers. The truth is not everything can be resolved via chat and your client and customer service rep might get stuck at an unresolvable issue. At this point, you can either abort the conversation (poor choice) or collect their phone number by sending a Callback request and later dial them with the solution (best imaginable choice).
The last two options – Zapier and our API – give you endless options of combining Channels with 3rd party software to make use of literally anything you want.
Of course, as the time goes and as our customers express their need for new integrations we’ll add other software to our current Integration stack.
With Channels, you have free incoming calls. This means you won’t pay for any calls received from your clients and leads.
Second of all, you can get an IVR. IVR is a solution that allows you to connect every caller directly to the right customer service rep. This way you can avoid annoying redirects or – even worse – putting customers on hold.
Thirdly, call recordings. Depending on the pricing plan you chose, we’ll store your call recordings for up to 365 days! This way you lose no important call and you can always get back to any conversation you want.
Lastly, live-listening. This is a powerful feature, especially when you want to onboard new customer service reps or to be present during the call, without being actually present… That’s because it allows you to actively listen to the call and communicate with your customer service rep without being one of the callers.
On top of that, you’ll find such utilities as:
- Mobile App – to handle phone calls wherever you are
- Click-to-Call widget – To make and take phone calls directly from any webpage you want (even by clicking a number on a webpage – very powerful when combined with, e.g. Pipedrive)
HINT: If you wish, you can combine two devices and handle your call using a smartphone via the Mobile app and look up the customer details on your laptop using a Click-To-Call widget.
International phone numbers – so you can make it easy for anyone to connect with you, no matter where they’re calling from
Affordable call rates – so your customer service solution doesn’t hurt your wallet
Toll-Free numbers – so it’s a no-brainer for any customer that would like to call you
What does the change mean for our current customer base?
Even though our current website – crazycall.com – got fully redirected to channels.app our CrazyCall customers will still be able to log in to their accounts directly through the SSO and to use the software as nothing has happened.
Yet, for anyone who wants to make a switch, the best option is to make use of our 7-day free trial. And if your focus is on providing excellent customer service, we believe that these 7 days will be enough to make a decision.
We all like the why-such-a-name stories. Thus, you may ask why we decided to name our new software Channels.
The main reason for that is customer service consists of different channels that you communicate with your customers through. It can be the phone, email, chat, text messages, or even social media. Channels wants to connect all of these channels and become a way to power up your whole customer service.
Long story short, isn’t it?
This is just day 1. More is to come but helping you make your customer service excellent is what motivates us. Stay tuned for what’s to come and thanks for checking out Channels!