When a customer calls a call centre, they are hoping that their query will be sorted out but that is not always the case. Sometimes calls go unanswered, customers wait on the call queue to be attended to or there is simply a lack of understanding between an agent and a customer. These are some of the factors that make customers leave a brand and switch to one which resolves their issues quickly and reliably.
Customer experience is crucial for any business. Effective customer support should be part of your customer-centric strategy if you want to maintain a pool of customers who are loyal to your brand.
Here are some of the call centre technologies that you can use to beat your customer’s expectations.
You should make it possible for customers to reach your contact centre on several channels and devices that a customer might use to interact with your call centre. Agents in contact centres can respond to inquiries through phones, website, email, text, and social media.
As you expand your omnichannel support, ensure that there is unified communication on all the platforms to offer the best customer experience regardless of the touchpoints used by the customers.
For a successful omnichannel strategy you can employ these solutions:
- Respond to customer queries instantly with live chat
- Provide self-service options to customers
- Enhance your social media presence
- Balance automation and human support to offer hybrid support
- Deliver a great mobile and web experience
A call-back feature allows your customers to opt-out of the call and selects a call-back option. When an agent is ready, the customer is called back automatically until the agent and the customer are successfully connected. This significantly reduces call abandonment rates, saves time and enhances customer satisfaction.
A software like CloudTalk can help you to set call back options for the entire call centre of for a specific call queue.
Engagement tools like video communication provide real-time customer support by interacting with them face to face. The ability by your call centre agents to visually identify customer problems and provide effective solutions is a game-changer in tech-driven customer support.
Customer issues are resolved faster at first contact and it helps you to build a long-lasting relationship with your customers.
Call Center Analytics
Big Data is the ultimate tool to help your call centres better serve customers by providing actionable business insights. Recognising the patterns in your call centres such as call volumes, agents’ knowledge gaps and how passive or proactive they are can help you optimise the resolution process and create the kind of customer service experience that attracts new customers, drives customer retention and creates a competitive edge.
VoIP is the technology that converts your voice into a digital signal, allowing you to make a call directly from a computer, a VoIP phone, or other data-driven devices. Simply put, it’s phone service delivered over the internet. You may also hear it referred to as IP telephony, internet telephony, broadband telephony, or broadband phone service.
With this technology, your call centre agents can take calls on their smartphone or their computer wherever they are. This is even more beneficial if your organisation is working remotely or you do not have resources to set up office space or the IT infrastructure for a call centre.
You can optimise your call centre’s performance and deliver the best customer support by adopting technology-driven customer support. Talk to us.