Telephony for Salesforce: Natterbox Provides the Best Customer Service

Offering the Best Modules to Fit Your Existing Phone System

Natterbox enables organizations to deliver class-leading service levels to their customers through efficient and effective integration of voice into their digital customer communications. Founded in 2010, Natterbox accelerates productivity, transform customer experience and improve data integrity, all within Salesforce.

Natterbox was set up to disrupt the traditional way of thinking about the telephone. The company realized that there are a huge number of companies missing out on new business opportunities and the ability to provide personalized customer service because they don’t offer the same experience over the phone that they do via email or apps. While many brands are able to track customer activities and preferences online, there wasn’t a way to collect this same information from a phone call – which is still the preferred method of communication for many people. It became obvious to Natterbox that there was a market gap in there waiting to be filled – and that’s how the firm was born. Since the beginning, Natterbox had a clear vision of what it wanted to achieve in the market and this has helped it overcome the challenges that it faced along the years.

Q. How the Company Accepted All Challenges and Later Felt the Exhilaration of Victory

One of the biggest challenges that Natterbox faced arose in 2014 when the company was focusing all of its energy on compliant mobile voice recording, to align with the MIFID II reporting. MIFID II was an amended version of the Markets in Financial Instruments Directive, which was designed to offer greater protection for investors and inject more transparency into all asset classes.

At the time, the market looked like it was raring to go with this European directive. Natterbox was the only player in the market offering mobile voice recording integrated directly into the technology stack, instead of through a separate phone app. The plan was for this service to become the fundamental revenue source moving forward – that is until major banks lobbied governments to push MIFID II back by two years. The company found itself having to completely re-focus the business trajectory to move away from mobile voice recording and instead towards the CRM telephony market.

Positively, the risky change of focus to CRM telephony has been a success and now accounts for 90% of the business. But without a robust and visionary technology platform, it wouldn’t be on track today to reach its target for this calendar year.

Q. What Makes Natterbox Different from Others

Natterbox is the only company in the world providing a telephony platform that sits directly within Salesforce. That USP gives it a strong position in the telecoms market, which is seeing huge disruption as its phone habits and the underlying infrastructure on which traditional telephony providers have relied on are changing. Natterbox’s platform is home-grown and software-based, the company has the ability to change and add to its capabilities in response to customer and market demand easily. Recently Natterbox introduced skills-based routing which directs customers’ calls to contact center agents best able to manage their query or specific requirement. The flexibility of the platform means that it works across any size company as well and can be easily scaled should a company expand.

Currently, there is no other company out there providing the type of platform and the benefits that Natterbox does. “We’re not complacent and are always looking forward to the next thing – how we can improve the platform even further and take advantage of new technologies such as Artificial Intelligence. We constantly have one eye on the competition to keep up to date with what they’re doing,” says Natterbox.

Initially, Natter box had a £5M turnover mark. The transition caused a £4.6M drop but that didn’t stop the company; it later made a £5.7M turnover and is expecting to reach £7M.

Recently Natterbox secured funding that will hopefully fuel and drive it further within its existing geographies – UK, Germany, and Australia – but it will, more importantly, allow it to move into new territories. Natterbox just opened its first US office in Chicago.

Future Venture

Natterbox has some exciting launches coming down the line and recently announced an automatic routing service, using the intelligence captured from phone conversations to link callers with the most appropriate and skilled agents. Its next big venture is the use of AI for real-time translation, meaning its clients’ customers will have an even more personalized phone journey being able to communicate in their chosen language with ease.

AI is the next big disruptor. For example, it is seen that many companies recording calls, but very few dedicate the time to go back through the calls to extract data. Being able to analyze calls is vital, and that’s where AI comes in. With this intelligence, businesses will be able to establish what a good call is, where employee training is needed, and how both employees and customers react during the call. AI systems will be able to monitor how someone speaks, with self-learning capabilities deciding the difference between good and bad calls for training purposes. Natterbox is scratching the surface of the power of voice communication in business and it is excited for what the future holds.

The Listener Who Transformed into an Innovator and Eventually Became a Great Leader

Neil Hammerton, CEO, and Co-founder: He has been in IT for most of his working life. A serial entrepreneur, Neil began his career in security software sales, where he came to recognize the importance of listening to customer requirements and the value of working together to find a solution to a need. The idea that became Natterbox occurred to Neil when he realized how poorly a big company he was working for dealt with incoming phone calls. He had limited knowledge of the telecoms business prior to setting the company up, so he did his research – reading widely and asking an industry veteran to teach him the essentials. Working with two co-founders, after eighteen months of planning Natterbox was born. Neil is passionate about the telecoms industry, technology and the potential power of voice to transform how businesses communicate with customers.

“The best Global Business Phone System that is 100% embedded and managed within Salesforce from one single app.”