While a call answering service is not new, Fondesk has created a new platform that allows businesses to easily and quickly implement this type of service online, providing companies with immediate access to experienced operators. Once a business is set up, operators are prepared to inquire into the purpose of a customer’s call and will then follow-up via a designated chat service or email. In less than five minutes and with just a PC or smartphone, companies big and small, can efficiently outsource in-bound customer calls with little to no downtime in providing high-quality customer service.
In order to make this offering as seamless as possible, Fondesk evaluated a few solutions but found that Twilio’s API’s were incredibly developer friendly which allowed them to build and launch the service in just three months.
“Given that Fondesk’s product is an online service that businesses could sign up for anytime, the obvious best choice was Twilio,” said Yasuhiro Kunimoto, director of development for Fondesk Operations Department. “The time it would take to get call answering services up and running had its challenges in the past, but with Twilio’s API’s, we were able to develop the concept in one week. We were also able to develop our business plan around a proven concept which helped us get our business off the ground quickly.”
Twilio’s Flex Manager (Task Router and Sync), Programmable Voice and Programmable SMS platforms helped resolve both hardware and software challenges that an answering service would need to address before setting up. But Twilio’s solutions removed the need to install, deploy and operate telephone facilities for home based operators, as well as build out an Operations Control Center that integrates inbound and outbound calls and voice service. Fondesk was instead able to easily and quickly build a control center with just a PC and an Internet connection.
Fondesk has had a very strong start and is showing unprecedented growth to date. With more than 400,000 experienced call center operators registered on the Fondesk platform, over 500,000 calls have been answered thus far. The shift and increase in remote work due to the COVID-19 pandemic has helped boost Fondesk’s growth and the company hopes to work with Twilio to expand its business.
Additionally, Twilio’s Flex Manager, Progammable Voice and SMS platforms have enabled Fondesk to truly offer anytime, anywhere call answering service, lowering the barrier to entry into this type of service offering.
The time it would take to get call answering services up and running had its challenges in the past, but with Twilio’s API’s, we were able to develop the concept in one week. We were also able to develop our business plan around a proven concept which helped us get our business off the ground quickly.