3 Ways Your Cloud Contact Center Can Create a Better Customer Experience
It’s not unusual to see conflicting priorities in the C-suite. While elevating the customer experience is a top priority for both the CMO and COO, the CIO must ensure that new technologies desired by line of business managers measure up to security standards and are within budget. In addition, the CIO is charged with maintaining the appropriate level of IT staff to integrate and implement these new tech tools. Yet, while these priorities may often be at odds, the end goal is the same: to create a competitive advantage.
One technology neatly aligns all of these goals. The cloud contact center, with its integrated capabilities, makes it easy for C-suite executives to create an excellent customer experience that meets the objectives of the CMO, COO and CIO.
Cloud contact center technology streamlines customer support, incorporates more ways for customers to connect and enables businesses to deliver a personalized customer experience across many locations. Let’s look at each of these in greater detail.
1. Faster, Smarter Service via the Cloud
Customers expect businesses to be considerate of their time, which is one reason self-service has become so popular. If customers can solve their problems quickly and efficiently on their own, they’re more likely to be loyal, buy more and, of course, refer more friends.
In addition, self-service applications have a positive impact on your team’s ability to deliver a higher quality of service. When customers are able to answer basic questions on their own through an intuitive IVR menu or your website, they spend less time talking to an agent. This cuts down on call volumes and frees up your customer support team to focus on resolving more complex issues.
With a cloud contact center solution, self-service applications and features can also be tightly integrated. For instance, you can use an IVR to request a call back or get an SMS confirmation. The result is that call wait times decrease significantly, problems are resolved faster and customers are happier.
2. More Options to Connect
Today’s customers have more ways to connect with businesses than ever before. Thanks to email, web chat, SMS and social media, customers now expect businesses to engage in every channel. That’s why the multi-channel contact center is quickly becoming a central piece of the C-suite strategy to deliver excellent customer experiences.
But simply adding new channels to the contact center isn’t enough. Interactions need to be seamless and integrated, resulting in efficient and effective service for both contact center agents and customers. According to Forrester, 73% of consumers say that valuing their time is the most important thing a company can do to provide them with good online customer service. Integrated interactions can go a long way to improve the speed of service delivery and finding a communications vendor who delivers a seamless technology suite is critical to making that happen.
3. Personalize Customer Interactions
Perhaps the best way to deliver an exceptional customer experience is to personalize interactions with callers. With CRM applications integrated into the call center,
entire customer histories and information can be distributed across all channels. This enables agents anywhere to greet a caller by first name and to see their previous interactions at a glance. This data integration is essential for delivering a consistent and personalized experience.
For businesses to exceed customer expectations consistently, a smart marketing and customer service strategy must be supported by the right contact center technology. A cloud contact center can make everyone in the C-Suite happy, but it’s the customer who will benefit most.
Learn more about ShoreTel’s contact center solutions.