SUBANG JAYA, 5 FEBRUARY 2021 – Today, Digi shares that Joey Mattress has selected Omni Hotline as its preferred flexible remote office phone system provider. This is in line with their plans to create a centralised phone communication system for their Customer Happiness representatives to operate efficiently, especially when working remotely during the COVID-19 pandemic.
Joey Mattress’ Customer Happiness team have switched from using a personal mobile number to a unified, virtual landline number with Omni Hotline. With Omni Hotline, the team now communicates with customers more professionally, effectively, and efficiently.
“Omni Hotline has helped us centralise all customer calls to only one virtual landline number, which definitely helped boost the efficiency of handling our customer's inquiries or issues. All in all, it has been a spot-on solution for our problem because everyone on our team is working from home now and makes it impossible to have a landline number that can be accessed by everyone,” said Joey Tan, Founder & CMO of Joey Mattress.
Before, Joey Mattress’ support personnel were unable to differentiate between a personal phone call and a customer call as both were directed to their own mobile number. Now using Omni Hotline, the support team can answer customer calls on their own mobile phones and maintain professionalism through a landline number with a caller greeting.
“Joey Mattress has been making waves in the mattress industry for its quality and affordable pricing but in this digital era where customer experience matters equally, we need to go above and beyond. We need to ensure that their Customer Happiness team is equipped with the right infrastructure to provide a reliable customer experience at scale, especially with the increased demand of quality mattresses during this pandemic,” said Harris Malik, Product Lead at Omni Hotline.
Omni Hotline’s all-in-one flexible phone system has also simplified operations for the team when handling inbound and outbound calls. Joey Mattress uses Omni Hotline’s Interactive Virtual Receptionist together with the automated voicemail-to-text transcription feature to manage customer calls outside of work hours.
With both features, customers can be notified in a professional manner when representatives are not available and can record their inquiries instead as a voicemail. These voicemails will be automatically transcribed into text and sent via an email to the Joey Mattress team for follow-up. This helps avoid miscommunication and speeds up resolution time for customer inquiries.