Therefore, enhancing your digital communication channels, (without forgetting about tried and tested avenues like voice and email) is a great way to help supercharge sales and develop a unique, innovative customer experience that wows customers and keeps them coming back for more!
Here are our team’s top tips for doing just that…
Omnichannel communications
No matter your business’ size or industry, the days of calls and emails being the primary contact methods are numbered!
Social media and messaging platforms like WhatsApp are quickly becoming preferred contact methods for significant segments of the UK’s buying population.
“Not only do they act as incoming communication channels, but they can also be harnessed for marketing purposes. For example, if you’ve got an offer coming to an end, why not message your customers about it and post it on social media, to maximise sales?”
Matt Jones, Director, Make.Contact
With an omnichannel solution, all those options will be in one place, meaning your team doesn’t have to juggle a host of different windows and systems to get the message out.
It also means that no matter how your customers get in contact, all the information regarding their previous interactions is in one place – no more repeating past conversations or putting callers on hold so the agent can find the info!
Not only will an omnichannel comms system provide a better experience for the agent and the contact, but it also helps teams be more productive, reducing wait times by optimising interactions and therefore, accelerating call resolutions!
Want to learn more about omnichannel comms?
Book a call with our expert team for a FREE demo!
Cloud-based solutions
Rather than procuring expensive on-site servers that regularly require costly repairs, updates and maintenance, businesses can create leaner, meaner and greener operations by moving those systems to the cloud.
Security is also stronger too, given that your business-critical info will be stored in data centres laser-focused on keeping their customers’ data safe and secure.
Cloud-based solutions also enable more efficient remote workers, not waiting for the spinning wheel to load the document from your internal servers – which could be bottlenecked by a multitude of factors including bandwidth, demand, software, location, even the weather, and many more!
Finally, cloud-based systems can save businesses money.
Just consider how much you are/were spending on business calling and line rental… Given that our cloud based Puzzel system has a range of packages to suit every budget, there’s a good chance we can save you money while also maximising revenue coming into the business!
AI enhancements
While some people think AI will take over everyone’s jobs (or the world) tomorrow, we have a more realistic take… AI can help businesses optimise processes and enhance customer experiences!
Customers and prospects making contact to find the answers to commonly asked questions can be redirected to online resources to reduce agent demand, enabling them to focus more on quality rather than quantity.
Admin can be optimised, and in-depth reporting into agent productivity and keywords used in interactions can also surface new quality assurance and internal challenges (as well as top performers) enabling you to make more informed decisions about where to place resources for the most significant impact!
Team Collaboration
Finally, for your team to develop the best possible customer experience, they need to be able to collaborate.
That could come in many forms – internal meetings with whiteboards for people to add ideas and questions, video conferencing, even internal messaging to get quick answers to operational questions behind the scene. All because a team that can work together is best positioned to share information about what works and what doesn’t so that everyone can thrive in their individual roles!
If you want to give your business the best chance of growth in the coming years, these tips will put you in the perfect place to develop an amazing experience, and not only for your customers. Your agents will relish the ability to collaborate and spend more time with each contact to make their interactions as positive as possible.
So, get in touch today to discover how Make.Contact’s omnichannel communications platform can provide all the benefits we’ve mentioned, and a whole lot more…