There was a time when the only way for customers to have questions answered was to make a phone call. Beginning with the receptionist, customers would be passed from person to person, repeat the same information over and over, and spend a lot of time waiting… and waiting. If they were lucky, their issues would be resolved. As agonizing as this process was, it was accepted because customers had no other choice.
Today, customers aren’t nearly as forgiving. They expect to communicate on their terms, whether by phone, email, text or live chat. Poor experiences aren’t tolerated, and customers are more likely to jump ship to a competitor when expectations aren’t met. According to a PwC survey, 73 percent of U.S. consumers say customer experience is an important factor in their purchasing decisions.
For smaller companies that rely so heavily upon customer relationships and operational efficiency, a modern contact center solution will meet the expectations of today’s customer, improving customer retention rate and provide opportunities to gather valuable client data and customize your marketing strategies.
A modern contact center solution goes beyond phone calls to enable the kind of omni-channel communication your customers expect.
Instead of forcing contact center agents to bounce back and forth between different applications to field customer inquiries, they can communicate through all channels and view a complete customer history through the same interface. The agent desktop fully integrates with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, Interactive Voice Response (IVR) information, or customer data from a CRM. Bringing everything into one interface prevents lost time and reduces errors that result from distracted agents and incorrect information. Customer data is always protected according to your industry’s compliance standards to minimize the risk of private information being compromised.
Contact Center sets up agents with a desktop that can fully integrate with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, Interactive Voice Response (IVR) information, or customer data from a CRM. Bringing everything into one interface prevents lost time and focus from switching between applications, and reduces errors that result from distracted agents and incorrect information.
Integration with your customer relationship management (CRM) ensures you have a single version of the truth for customer service, sales, marketing and billing. A contact center solution not only helps you improve first-contact resolution and reduce call times, but it also allows you to identify sales opportunities and deliver relevant offers when customers are most interested.
The problem for small to midsize businesses is that contact center solutions traditionally have been designed and priced for large enterprises. That’s no longer the case. The Utility VoIP Contact Center platform was engineered with smaller companies in mind.
Much of the cost for upgrading to a new system is negated by not having to pay for multiple systems or maintain on-premises infrastructure. Of course, gains in efficiency and productivity will have a direct impact on your bottom line as well. A small business contact center can help you turn customer service into a competitive advantage, both operationally and strategically.
Check out the resources below to learn more about the features and capabilities of the Utility VoIP Contact Center platform. When you are ready contact us to schedule a demo and see Contact Center in action!