How do your salespeople or customer service staff interact with your customers and what information do they need to have to make sure that your customers have a great experience? Do you have people in multiple locations or people who answer calls at home? Do your customers like speaking on the phone, or would they prefer to contact you through chat on your website, or through email or text? When your customers call, chat, email or text, do your agents have the customer’s information presented to them or do they have to ask the customer questions and look them up?
In any industry where buying decisions are made mostly on price, the best way to stand out with your customers is through their experience with your people. When a customer calls in with an issue, they expect to be treated as if you know who they are and how long your relationship has been. How many times they’ve called in for the same issue and that the person on the other side knows how to fix their problem. If they started with a chat and got routed to a phone call, they expect that the person they got passed to knows the issue and they don’t have to describe it all over again.
Contact Center as a Service (CCaaS) can interface with your CRM system so that customers’ information and contact history is readily available to the staff handling their call. CCaaS can route the customer’s call or text or email to the staff member who has the most experience with their particular issue. CCaaS can also present scripts to the staff member so that she remembers to ask the right questions when she has the customer on the phone. And in many cases, Interactive Voice Response (bots) can deal with the customer’s issue without even having to speak with a live person, only escalating to a live person in exceptional cases.
CCaaS can also give you reports on how your customers’ calls are being handled and whether your staff are actually solving their problems. It can help you identify the great performers for specific issues and route those customers to them first. It can even judge the mood of a customer through text recognition, looking for keywords like “great” or “unacceptable” and allows supervisors to be notified and coach the support rep or take over the call.
If your customers’ experience is important to you and you want to know how to get this kind of advantage for your company, just contact us for more information.