WorkWave announces full-service Communication Center to streamline customer relations

WorkWave, the provider of SaaS software solutions for the lawn care industry and other markets, has announced the launch of its new Communication Center.

Communication Center – announced at the company’s annual Beyond Service User Conference in Orlando, Florida, this week – is a centralized hub allowing WorkWave users to manage all customer communications and interactions, across all different methods, in a single place. This allows customer service and other customer-facing personnel “to have a clear picture of exactly where a customer stands and how they are best served during that interaction and … to give them a great experience,” reports the company.

The new Communication Center will be available on January 18, 2023, for users of WorkWave’s PestPac product, with plans to expand to its other offerings throughout the next year. The initial launch provides customers with the ability to communicate directly with their customers through unified webchat and text interaction, organizing and structuring access all from one place. The next phase of functionality will unify email and phone integrations so that communication through any means is simple and centralized.

WorkWave’s Communication Center components include:

• Deep integration with service data and communication methods, putting actionable information at the user’s fingertips.
• Smart Suggestions, to help agents instantly understand key insights about the customer and their situation.
• Two-way SMS and chat communications.
• Unified customer and service information to improve resolution time.

Future capabilities that will launch later this year include:

• Quick Actions, to take payments and schedule services.
• Email inbox integration.
• Scripting to maintain consistency among CSRs.
• Ability to receive and record all phone calls.

“Everyone knows customer experience is king these days, and a great experience is influenced by every interaction, both physical and digital, throughout a customer’s entire lifetime journey. And nothing frustrates a customer more than interacting with uninformed employees every step of the way. At its core, WorkWave’s new Communication Center solves this problem better than any other technology available in the market,” says WorkWave CEO David F. Giannetto. “But our Communication Center goes one step further by providing users with Smart Suggestions to instantly better arm service agents with key insight into who the customer is, why they are calling and even how they might be feeling. This gives every WorkWave customer the ability to provide world-class service.”