Solution

Communicate with your deaf customers directly in ASL without use of a third-party interpreter.

We can provide you trained customer service representatives to talk directly with your deaf customers using sign language and video.

Reduce call times for your deaf callers and your English speaking agents

Eliminate third-party interpreters’ lack of company knowledge.

Become an industry leader by providing equitable access

Reduce call times for your deaf callers and your English speaking agents

Eliminate third-party interpreters’ lack of company knowledge.

Become an industry leader by providing equitable access

Create an equitable and elevated customer experience for your deaf customers

93% of deaf customers indicated they want direct support in their native language – American Sign Language. The deaf community face numerous struggles when relying on Video Relay Service to call companies like yours, creating awkwardness between the deaf customer and the representative. This back and forth process through a third-party service takes longer than it should and puts a barrier between you and your customer. This frustration and lack of inclusivity could end up losing business with the millions of people in the deaf community.

With over 175 billion in discretionary spending annually, organizations cannot afford to overlook the needs of people with a disability, including the deaf/hard of hearing community.

Person signing to a monitor

A better approach to reduce deaf customer call times

Support deaf customers quicker

Increase customer retention

Grow your customer base

Your new ASL support service attracts both the customers you are serving through direct connection, and also the millions within their sphere of influence who support the accessibility efforts you are providing.
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Experience how deaf customers can connect with you using Connect Direct.

We provide a turnkey solution to integrate specialized Customer Support Representatives (CSRs) into your organization

1

Company assessment

We know that every organization is different. Our team starts by analyzing your specific needs for customer service, sales, and tech support.
2

Define your staffing and training needs

Then we develop an individualized plan just for you that fits with and builds upon your existing organizational structure and goals.
3

Integrate superior customer support via ASL-fluent deaf CSRs

We hire, train, and manage your deaf employees while marketing your program to the Deaf Community.

Enhancing deaf customer support for Fortune 500 companies, government sectors and small businesses

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83% shorter average handle time when compared to phone support. 92.86% customer satisfaction rating (CSAT).
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Connect Direct has made solving customer issues faster. The average time to resolve issues with Deaf customers has dropped 33%

Michele Gifford
Senior Operations Manager

Comcast National Center of Excellence, Spokane, Washington
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Each year more than 2,500 Americans lose their lives and 11,000 more are seriously injured as a result of home fires. The deaf and hard of hearing community is especially vulnerable due to notification challenges on recalls or other vital information. Without your support, some of our clients may never have had the opportunity to ask for help. We’re grateful to you and your team for everything that you’ve done to help us better serve our clients!

American Red Cross

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Your questions answered

With Connect Direct, the third-party obstacle is removed. Your customers who use ASL will speak directly to ASL fluent Deaf, trained, employees, who can represent your company accurately and successfully, using their native language. Too often, third-party interpreters are not familiar with your company — yet you are forced to trust them to represent your brand accurately to customers in ASL. They also result in lengthier calls (due to 3-way communication) and can be frustrating, resulting in a negative customer experience and repeat calling.
With Connect Direct, you can accurately represent your brand to a virtually untapped consumer market of up to 3 million ASL users valued at $86 billion in the U.S. alone. In addition, the sphere of influence the deaf community has expands exponentially
Replacing time-consuming third-party interpreted calls with direct communication saves money. Connect Direct’s ASL to ASL communications model improves privacy and efficiency, increasing the effectiveness of calls and minimizing repeat calls due to miscommunication. This reduces call times and increases agent productivity, customer satisfaction and loyalty.

Use our cost calculator to see how much switching to from VRS to Connect Direct will save you.

See Your Potential Savings

Connect Direct has a turnkey program to completely operate the ASL direct video calling for customer support for your organization. Partnering with your current contact center team, our services include consulting, recruitment, staffing, training of Deaf talent, the video platform including call routing, management of the service, ensuring quality assurance via KPIs and reporting every step of the way. Our turnover rate is less than ¼ of normal businesses customer support representative rates. And hiring native ASL-users expands hiring opportunities for people with disabilities, which demonstrates a strong commitment to diversity, cross-cultural communications, and inclusion.

Chat, Email and Text Message support are all conducted in English, which is a second language for the majority of Deaf and is not their native language.  It is a common misconception that American Sign Language is a derivative of English. ASL is its own language with its own grammatical structure, completely different than English.  Sign language is a visual language, requiring face to face communication; there is no written version of ASL.