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Joey Mattress

Joey Mattress Goes Digital With Omni Hotline

Having only a personal mobile number for their Customer Happiness team, Omni Hotline provided Joey Mattress with the most effective solution for their business.

Before Omni

The company struggled with these major pain points

  1. Unscalable Phone System Using only one personal mobile phone and number for customer calls which was inefficient and unscalable.
  2. Unprofessional Customer Service Unable to differentiate between a personal phone call and a customer call as both were directed to their own mobile number.

After Omni

Omni came in with a whole suite of solutions

  1. Centralised All-In-One System Centralise all customer calls to only one virtual landline number, which definitely helped boost the efficiency of handling customer's inquiries or issues.
  2. Interactive Virtual Receptionist IVR helps to answer customer calls professionally with a custom caller greeting and routes calls to the right representative.
  3. Voicemail-To-Text Transcription Automated voicemail-to-text transcription feature to transcribe calls into text and sent via an email to the Joey Mattress team for follow-up

In The End

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.

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