Digital Customer Service Could be Your Best Disaster Recovery Plan Yet

Vocalcom is a company that takes tremendous pride in our advancements made to the digital, hosted call center. We hang our hat on offering solutions that not only support mobile and social integration, but also guarantee your business’ uptime. We also know that disasters today are commonplace, and disaster recovery (DR) and business continuity (BC) plans are becoming standard for proactive businesses. While DR protects the business by recovering and accessing data from prepared backed up servers and workstations after the disaster, BC ensures your continuous operation during a disaster, preventing unnecessary downtime and incurred costs.

A hosted call center can be your first line of defense against disasters that occasionally plague call center operations. Instead of dealing with disaster on premise, you can allow a third-part company to keep you up and running by leveraging a hosted call center provider, thus reducing the burden placed on you.

And the most competitive hosted call center solution is one that supports mobile and social integration. Today, consumers expect to reach out to businesses the same way that they reach out in their personal lives – through social media. So is your call center prepared to handle social communication in the event of a disaster?

Picture this: Your company’s power is wiped out in the midst of hurricane season, but your customers on the East Coast – who have been virtually unaffected – still need to do business with you. After all, they have orders to place and people to answer to. If your call center goes down in the middle of a disaster and your customers can no longer reach your agents, your company can take to its Twitter or Facebook account to answer important inquiries and to keep your customers up-to-date. All they have to do is open their Facebook app on their phone and start communicating with you in real time.

Stay tuned for another blog post where we’ll give a real-life example of how one company did just this. In the meantime, follow us on Twitter @Vocalcom or like us on Facebook!

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