As a result of the COVID-19 epidemic, there was a significant increase in the number of calls to customer support departments. Regrettably, many businesses struggle to offer it efficiently, particularly in the current climate. And according to the most recent findings of our Snapshot Research, consumers want to communicate with someone who understands their situation and can provide a solution to their issue in a timely manner while adding a personal touch. In addition, the telephone is the method of choice for the majority of baby boomers. At the same time, Gen Xers and millennials rank it second in their list of preferences for requesting assistance.
In spite of the fact that customers want assistance over the phone, many businesses are finding it difficult to provide an experience that is both consistent and of high quality. As a result of the COVID-19 epidemic, several businesses were forced to shut their overseas contact centers since they lacked the necessary infrastructure to allow their agents to work remotely from their homes.
A cost-cutting strategy that other businesses had to implement was a reduction in the number of hours that phone help was available. In addition, many businesses do not have the appropriate solution in place to make it possible for their remote agents to manage calls in an effective manner, nor do they have the platform to give insights into the productivity of their agents.
Take customer service calls from anywhere
Providers are required to offer regular phone assistance, yet, many businesses still use desk phones even though many teams now work from home, causing the desk phones to collect dust. Cloud telephony makes it possible for phone conversations to be sent to service agents through the cloud. This allows the agents to answer calls using their laptops from wherever they can access a WiFi connection, including their homes, contact centers, tents, trees, or even the cloud. Both incoming and outgoing call traffic is managed by a technology known as routing.
However, even with this capability, businesses often struggle to give their agents comprehensive insights into the customer profile and how the client has interacted with other parts of the business. For instance, an agent may take a call from Matthew but have no access to the email messages Matthew has written and received, the knowledge base articles Matthew has read, and the chat interactions other agents have had with Matthew or the items Matthew may have bought. At this point, several previously unavailable functions become accessible and come into action.
Allow your agents to service your consumer thoroughly
Cloud Voice enables service agents to answer calls from any location and extra access services, all from a single platform. Automated intelligence tools and real-time coaching and training may help prepare your agents for success.
Offer critical insights via real-time call transcription
While the agent and client are speaking, RSoft's Cloud Voice automatically transcribes the whole discussion and displays it on the screen. Customers may concentrate on their interactions with agents rather than jotting down notes or entering data. It also enables AI-powered tools, helping agents to solve issues quicker, enhance first-call response and serve more clients in real-time via call transcription.
Promote proactive service and increase efficiency
Artificial intelligence-powered suggestions offer agents automatic guidance and support on the next step. A representative at William Cunningham's car insurer can quickly find information about Cunningham's policy and the most appropriate course of action, such as posts on how to file a claim or forms that Cunningham can give to their service engineer to describe the damage claims. Cunningham may call his insurance company for help. Individual agent performance and customer satisfaction both benefit from this approach. The phrase "Please hold while I search it up" is no longer heard by customers.
Centralize consumer communications and data
When your Cloud telephony and CRM are entirely connected, all data is consolidated and readily accessible from a single page, regardless of the channel through which consumer outreach came. This eliminates the need for employees to switch between numerous displays or put consumers on wait as they seek information. A single, comprehensive picture of a consumer enables agents to deliver quick service.
Gain access to agent phone calls and digital chats
Real-time monitoring of client chats enables managers to provide instant coaching or support through private chat. Transcripts offer management information on agent performance, allowing them to deliver feedback based on customer satisfaction ratings (CStat), average handling time (AHT), and other critical performance factors (KPIs).
Customers will not stop calling for service in the near future. They want individualized attention immediately, and this includes phone calls. Prepare to give a quicker and more satisfying telephone client experience.
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