Arena Football League's Spokane Shock Selects Hyfiniti for Modern Customer Service
Published on February 20, 2013 under Arena Football League (AFL)
Spokane Shock News Release
SPOKANE, WA - February 20, 2013 - The Spokane Shock, a proud member of the Arena Football League, announced today that it has selected Hyfiniti to enhance its customer service capabilities and complement the best customer experience value available today in American sports.
Hyfiniti is a network-based technology that modernizes the contact center by incorporating intelligent callback, social care, and advanced capabilities for smartphone users. The result is that customers get to choose how they communicate with the organization and never experience the frustration of waiting on hold listening to elevator music.
The Spokane Shock is already a leader within the league in attendance but recognize that bringing new customers out to a game for the first time and then turning them into passionate fans is key to becoming the best sports experience in the Inland Northwest. In order to do this an ongoing commitment to enabling an exceptional experience throughout the customer journey is key.
"The customer experience for the Spokane Shock begins well before the kickoff," said Brady Nelson, Owner & CEO. "If we can address the customer's curiosity as soon as it arises, make the ticket purchase process a breeze, and let them feel our enthusiasm for the game then we find that goes a long way towards acquiring a new fan."
Hyfiniti's intelligent callback options enable Spokane Shock customers to request service from a variety of options including the Web and smartphone. The customer simply presses a button on his or her screen and subsequently receives a phone call as soon as an agent becomes available. Hyfiniti's patented navigation system simplifies the process by eliminating the need for the customer to search for a phone number to dial, select from various touch tone menu options, and wait on hold for an agent to arrive on the line.
"Hyfiniti gives us innovative ways to connect via phone or chat with people who visit our Website or read about the team on social media," Nelson added.
"We are excited to add the Spokane Shock to our growing roster," said Lance Fried, CEO of Hyfiniti. "After attending one game you become a fan for life, so our technology plays an important role in turning a football fan on the couch into a Spark fan in the stands."
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