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Marchex
Overview
Marchex is a company based in the United States that operates within the software industry, specifically focusing on customer relationship management (CRM) software. Founded in 2002, the company employs between 51 and 200 individuals and reported revenue of approximately $46.5 million. Marchex's expertise is reflected in its published materials, which include a phone handling checklist designed to improve customer service through effective call management strategies. This document emphasizes the importance of call volume handling, including the configuration of interactive voice response (IVR) systems, voicemail management, and call routing procedures. Key recommendations from the checklist involve optimizing IVR options to ensure customers can reach live representatives efficiently, maintaining concise voicemail greetings, and ensuring proper call transfers to the correct departments. The company's focus on enhancing communication processes indicates its commitment to improving customer interactions and overall service quality within the CRM domain.