SCORCH Agency

SCORCH brings Midtown Alley into Silicon Valley

Bobby Duebelbeis

Build human connections with new customer experience software

ST. LOUIS – May 22, 2017 – St. Louis-based SCORCH, known for its expertise in B2B content marketing and strategy, has launched a new Customer Experience (CX) software. After working with Enterprise companies including Microsoft, LinkedIn, and Marketo, the global content marketing agency realized there was a challenge in marketing conversion architecture: as companies rely more on communication automation tools, customers are frequently forced into undesirable interactions with brands.  SCORCH created PingPilot, a service that helps generate and foster stronger, more human connections between companies and their customers. PingPilot allows customers to bypass barriers like lead forms, landing pages and interactive voice response menus, and routes customer interactions to the same dedicated CX Rep using voice, SMS, and live chat channels.

“Customers want dedicated, personal assistance, but prefer to engage on their terms,” says PingPilot founder and SCORCH CEO Chris Buehler. “With PingPilot Signals™, customers are automatically matched with a dedicated agent who will interact with them in the channel they most prefer. Each voice, SMS, and live chat interaction is recorded, so agents can focus on building stronger relationships over time, using any connected computer or mobile device.”

CX Reps can enhance their success with automatic, dedicated routing to pick up conversations with their customers exactly where they left off, every time, becoming their customers’ personal, yet universal superhero.

“PingPilot allows you to guide a potential customer right into your database by simply asking for a phone number or email address to experience your product or service,” says Buehler. “We believe in breaking down silos and sharing data to improve marketing, sales and service alignment. CX Reps can share customer interaction data directly into their marketing stack to help convert marketing qualified leads into customers. We also continue to quickly incorporate other integrations between PingPilot, CRM and automation tools used every day.”

PingPilot Chief Product Officer, Bobby Duebelbeis and Chief Technology Officer, Brandon Brumage, designed the software to leverage the power of Twilio’s programmable communications services with the knowledge that marketing tools, such as lead forms and automated chat bots, often act as barriers, forcing customers into unwanted interactions. PingPilot Signals provide an automatic path to well-matched, dedicated relationships between customers and CX Reps, that can be launched in print, video and virtually any digital media. The service works on most browsers and seamlessly directs voice, SMS, and live chat through a single personalized address (Examples: ping.me/pingpilot, ping.me/companyname, or ping.me/campaignname).

“We’re not trying to disrupt the world of marketing automation or customer service software. We’re a Marketo Launchpoint Partner and our customers can share lead data between teams with an easy PingPillot integration. We’re also an Atlassian Marketplace Vendor, doing some really cool customer ticketing work between JIRA Service Desk and PingPilot, too! There’s many more integrations on the horizon,” says Buehler.

Building human connections across the universe.

Founded by Chris Buehler and fueled by SCORCH, PingPilot is a SaaS product that creates a stronger connection between companies and their customers by automatically routing communication requests from customers to the same dedicated agent using text and voice. PingPilot now integrates with JIRA Service Desk, Marketo and is available on the App Store. https://pingpilot.com

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