With Telavox, we can answer faster and give callers a better experience

If you work with communication, as LINK Mobility does, an easy-to-use telephony solution is essential. That’s why they chose Telavox to simplify collaboration between the offices in the Nordic countries and get full control over all aspects of telephony.

About the company

LINK Mobility is a mobile communications provider offering communication platforms and API services for SMS, email, WhatsApp, and more. Over 50,000 customers are supported with mobile communications for notification, marketing and promotions, and customer care.

Natalie Åberg has been Head of Customer Care for three years. Her support team in Stockholm of seven people focuses on servicing technical support and handling billing issues. They also actively drive the delivery of their products to new and existing customers.

“Our working days can vary from resolving issues such as why an SMS wasn’t delivered to more advanced questions relating to the functionality of our APIs. We provide support through both email and phone to ensure our customers get the help they need.”

Natalie Åberg, Head of Customer Care at LINK Mobility.

The challenge

During an office move, Natalie reviewed the company’s existing telephony solution and felt something was missing. They wanted a better, simpler interface that would make it easy to switch plans, collaborate with leading operators and have a system that was easy to use.

Another must was that they wanted to connect conversations between the Nordic countries:

“We were looking for a telephone exchange that would facilitate cooperation with our Nordic neighbors in a smooth way. Our vision was that it would be easy to assist each other over the switchboard and easily transfer calls between countries. In addition, we aimed to make it easier for those who worked for several countries.”

“We work a lot together in the Nordic region, and one reason we chose Telavox was because we can send calls between countries. For example, if we in Sweden are at a kickoff, we can send the calls to Norway’s support.”

Natalie got a demo from Cloudwiser and Telavox and she liked what she saw. As her team focuses on support, they took a closer look at different switch options for specific departments.

“We spend a lot of time in meetings, so I like that you can connect to Microsoft Teams and sync your calendar. This way, agents are not disturbed by calls but still have control over their status.”

For example, via Telavox, they have a setting that if everyone in the tech department is in a meeting, the calls go to the billing department.

Super-smooth onboarding

Natalie describes the implementation itself as super smooth, but it was not without nervousness:

“On the day of the onboarding, I felt a mixture of excitement and nervousness. The thought of handling SIM card changes for 30 people in one day raised some concerns, but I was still excited. Despite this, the day turned out to be surprisingly smooth and successful! I had carefully prepared each step and sent out information about the swap well in advance. Thanks to detailed briefings from Cloudwiser, we were well equipped for the task.”

On the day itself, Natalie had a start-up meeting with Cloudwiser:

“They were available all day to help answer any questions. The execution of the SIM card changes and the adjustment of the switchboard went extremely smoothly and without major problems.”

Even after the onboarding, Cloudwiser has been a great support, which is appreciated by Natalie:

“Cloudwiser are fantastic. I am super happy with them and they are quick to respond if I write to them. We spend a lot of time on our own systems and don’t have a lot of time to spare, so it’s nice that they can help when needed.”

Available when needed with Telavox

In the Telavox app, Natalie as an admin gets an overview of their calls. She can see their queuing system, the number of calls, who is active, whether it is ringing and who is taking calls.

“Although much of our customer communication is via email, telephony is a must, not least with our SLA customers as they should be able to reach us in two minutes. We need to be available when it happens. With Telavox, we can provide quick answers and show that we care about our customers and partners.”

Full control of your telephony and related costs

Natalie says they have more control today thanks to the Telavox solution.

“Now it’s easier to see how much we pay and how much data is consumed. In addition, we can easily adjust and add data if necessary. I also get a better overview of the calls that come in and if we miss any. Another plus is that we save time as we don’t have to contact support as often as before,” says Natalie.