In today’s digital world, in which real customer contact is becoming increasingly scarce and therefore more crucial, companies with fast customer-oriented services make the difference. A helpdesk is the first place where a customer comes into contact with the company where he purchased his product or service after purchase. That is why the helpdesk is an essential part of the customer relationship for many companies.
After years of working for Bolesian, CapGemini and Tas, the CEO of Loyally, Jan Smulders, concluded that the customer service of companies can significantly improve with an optimally functioning helpdesk that can access all the necessary customer data in one click.
Helpdesks are subject to a lot of automation frustration. Systems that are not properly linked can result in a long ticket duration, intensive telephone contact, a lot of email contact and, above all, mutual incomprehension. In today’s 24-hour economy, customers want to get the best service and companies want to provide the best service, but in a cost-effective and time-saving way.
In 2013, Jan started the company Loyally and decided to develop CTIs, Computer Telephony Integration, applications for providers of telephony and CRM systems.
The company grew rapidly and Jan decided to focus on developing new innovative CTI functionalities for linking CRM and telephony systems. “If it ain’t Dutch, it ain’t much,” is one of Jan’s favorite sayings. The Loyally team is flexible, transparent, down-to-earth and honest. In this typically Dutch way, our service goes beyond the development of standard CTIs and we are proud of that.
Our mission is to support helpdesk employees worldwide with all necessary customer information as soon as a customer calls. The helpdesk employee can help each customer quickly and easily, because all systems with CTIs are linked. We combine the strengths of the CRM and telephony systems by presenting customer information in one screen in one click. Easy, time-saving and cost-effective.
Loyally develops CTI integrations for almost all telephony and CRM providers worldwide in the form of appropriate customization. For telephony providers who want to make their functionalities more complete, we offer additional CTI integrations such as IVR (instant voice responses), Whatsapp and chat functionalities. We offer CTI integrations for telephony for CRM providers who want to make their offer more complete and thus expand their service package. We now work with major CRM providers such as FreshWorks (FreshDesk), SalesForce, AFAS and Zendesk as well as with major telephony providers such as Genesys, RingCentral, Five9 and Broadsoft (Cisco).