In these days, it is so important in providing the best customer service. It helps your customers remember who you are and hopefully tell others. Customer Service is what builds customer loyalty.
Call Center Agent working from Home
Recently our company has been working with the Salesforce support personal to help fine tune our Salesforce CRM and I have been impressed with just how nice most of their staff is. As I discussed in an earlier blog, many customer support agents are working from home, perhaps this is why they are in a good mood. Chances are that when you call customer support, billing or other agents they are working remotely and have been long before the Coronavirus.
Let’s face it, great customer service is in the eye of the beholder, your customers. Being able to easily engage with you, the way they want to is a key factor in customer satisfaction. This is why Omni Channel solutions for integrating Voice, Email, Chat, Social Media is so important to providing the best customer service. Today’s software supporting an Ommi Channel marketing and customer service strategy has come a long way since its inception in 2010. It’s why any business should be open to considering switching to a cloud based contact center or call center solution rather than using the old premises based PBX’s system that are hard to manage.
Below are 9 top reasons to talk with a company about Cloud Contact Center or (Call Center) software solutions.
- Best overall value and functionality
- Easy to add new locations or turn on service
- Call routing that is quick to set up and maximizes productivity
- Omni-channel options like: (Voice, Email, Chat, Social Media)
- Integration with CRM’s, like Salesforce, HubSpot or others
- Business Agility – No restriction of physical locations
- Less expensive upgrades and ad on software
- Disaster recover to avoid disruptions like what we are facing today
- Advanced Reporting and Analytics – Reports on how many agent are making or receiving calls
Reach out to an independent consultant to get an unbiased view of the companies that provide CCaaS (Contact Center as a Service) or UCaaS (Unified Communications as a Service) to research multiple options or solutions. Make sure any consultant you speak with understands your business model, needs and goals. Most likely they can set up a demo to review multiple different solutions providers. You might learn something that can help your business in other ways, so ask questions.
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