Customer experience (CX) solutions are the ultimate tool for ensuring businesses of all sizes can quickly and efficiently respond to their customer’s communications and lay the groundwork for satisfaction and loyalty. But how should a business find the right contact centre solution? There are plenty on the market, all promising to boost an organisation’s productivity, but the only way to find the right solution is to cater to customer behaviour.
The modern consumer has the luxury of multiple communication methods, all easily accessible through their mobile phone, and no two consumers are the same. Some may prefer to send a direct Instagram message while others might prefer to send an email to a business they have purchased from.
It’s up to organisations to be readily available across all communication platforms and have the resources to respond to their customer’s requests in a timely manner. But how can agents be expected to jump from platform to platform, ensuring all messages and requests are properly answered, escalated, and resolved? Well, the right contact centre will provide a multitude of channels, all easily accessible.
Contact’s contact centre as a solution (CCaaS) provides all the tools, channels, and functionalities needed to simplify the complexities of customer management while ensuring customer satisfaction and creating opportunities for growth.
The platform creates a seamless end-to-end user experience across all channels by resolving problems and queries quicker, freeing agents up to provide the personal touch that customers remember.
To improve overall performance, all contact centre metrics are easily available and visualised in a single dashboard, providing managers with easily accessible insights to optimise agent productivity and boost customer satisfaction.
For contact centres to be able to provide a truly personalised experience, they need the freedom to adapt and remain modern. Customer behaviour changes with every generation and with every technological advancement, and so, businesses and contact centres need a host of channels and functionalities at their disposal to create opportunities for loyalty and growth.
Contact’s customer experience platform allows organisations to access a variety of channels to ensure customers can receive the response they need on the platform they want.
The channels include:
- Voice – Handle inbound calls with through a webRTC softphone, including features such as Intelligent IVR, Call Recording, Agent Assist and Microsoft Teams Integration.
- Email – Respond to emails fast with automatic routing, queuing, and prioritisation.
- Webchat – Offer customers live, convenient support as they browse a website.
- Social – Impress influencers and build loyal followers on Facebook, Twitter, and Trustpilot.
- SMS – Deliver personalised service, surveys, and campaigns straight to customers’ mobile phones.
- Video – Video chat with customers and share screens for a more empathetic customer experience.
Customer Experience Benefits
Loyal, satisfied customers are the bread and butter of any organisation, but the modern CCaaS needs to provide more than customer satisfaction, it needs to improve customer experience. Businesses need the tools to grow, learn, and adapt; after all, knowledge is the greatest strength.
Contact believes that contact centres should start with the people, that’s why we have created a flexible solution that provides businesses with everything they need to adapt, so they can be prepared for change and create continuous opportunities for growth.
And there’s even an opportunity for cost saving. Replacing inefficient IT infrastructure with a modern CCaaS solution is a great cost-saving exercise especially when automation is used to replace manual, repetitive tasks.
All the while, our smart contact centre tools provide agents with the essential resources and support they need to develop and thrive.
Our Performance Management features provide managers with the tools they need to aggregate, monitor, and scrutinise their staff performance. By gathering data from across the contact centre’s systems, the dashboards provide a single, standardised framework that reports against the key metrics businesses need to operate at their best.
The highly visual interface allows for the customisation of key performance indicators, such as queue times and channel preference, or comparing team and individual performances against historic data.
Finding the right contact centre solution with multi-channel access will inevitably boost customer satisfaction, but that’s not all. The right solution will increase agent productivity, boost customer loyalty, and build long-term business growth.
For organisations to be able to provide a truly personalised experience, they need the freedom to adapt and the Contact CCaaS has everything to ensure businesses can scale up their operations and build their customer base.