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How Contact Centers Help Drive Success in Small & Mid-Sized Businesses

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Some organizations, particularly smaller ones, may still have doubts about the real value of a contact center. From the customer perspective, however, the value of a contact center could not be more real.

For example, a small online retailer is just like a big retailer that makes their profit from repeat customers. If consumers are dissatisfied and share that feeling with others or rate the service poorly on an assessment, it could have a downstream effect that hurts your best efforts to get customers back to the cash register.

Providing an optimal customer experience is at the forefront of many planning discussions in every industry and business model. In a world that lives on posting the good, bad and ugly on social media, keeping an eye on customer satisfaction is an absolute must.

Retaining clients means more profit. By having a strong contact center solution, you can:

  • Measure and analyze customer behavior and prepare the right strategies to respond when you identify service gaps.
  • Prioritize calls more effectively by providing pop-up information on repeat callers. This allows your staff to be smarter in how they answer the phone and who they may place on hold – routing the call to the beginning of the queue versus later.
  • Leverage real-time analytics to see what’s really happening at the first point-of-contact, identify staff that require more training and determine if a customer had a negative experience – before they have a chance to leave a bad review.

A robust contact center solution can improve operational efficiency and deliver a better customer experience, while keeping you apprised of what’s really happening. Your response can drive better satisfaction surveys and online ratings.

Let’s discuss how to improve your customer experience by implementing a contact center to support your business. Contact TCI today (703) 321-3030 or info@tcicomm.com.

 

3 Easy Ways to Strengthen Customer Relationships with Unified Communication Tools

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Darwin’s Theory is that species must adapt to their environment in order to survive. The same is true in business, and the pandemic has been a hard lesson for many companies as they battle to stay afloat. The “fittest” have embraced (and even accelerated) digital transformation, finding new and meaningful ways to engage customers remotely. Even when social distancing restrictions relax, customers have grown accustomed to digital interactions. And for good reason: they’re faster and more convenient. But people still want to feel connected, perhaps even more so than before.

So how can you strengthen ties with customers and create a personal experience in a predominantly digital world? Unified communications technology makes it possible. Here are three specific ways to leverage digital communications tools to solidify customer relationships—and business survival.

1. Know Your Customer

We’re all in need of a little extra TLC these days, and companies that can find a way to show they care are rising to the top. What better way to do that than to demonstrate how well you know your customers? CRM integration with your communications system gives staff real-time access to information that can be used to create a memorable experience. As soon as a customer contacts your business, agents can see detailed customer data, ranging from past order history and previous communications. Agents can immediately jump into action, providing updates on recent orders and answering questions the customer may have before they even ask them.

2. Make It Omnichannel

Customers have been interacting with businesses across multiple digital channels for years now, but the pandemic has forced even the most tech-resistant customers to become more digitally savvy. Consumers will be more likely to use digital wallets or cards in the future, and the use of chat and social media has seen a huge increase.

Today, customers expect to be able to communicate with businesses via multiple social media channels, web chat, SMS messages, email and messaging apps. But it’s not enough to offer multiple means of communications. They all need to play nice together, allowing customers to seamlessly move from one channel to another. The digital customer simply expects to be able to start a conversation with a chatbot and move to a live agent via chat or phone (depending on their preference) without having to repeat any of the information they already shared. Smart bots powered by Artificial Intelligence (AI) make this possible by routing customers to an agent with the right level of expertise and providing them with a full history of the interaction.

3. Personalize It

Customers may be looking for ways to avoid physical interaction with your staff, but they’re craving personalization more than ever. They want to know you understand their needs and desires, that you value their time and business and that you truly care about giving them what they need. When agents have access to a full customer history, they can personalize the interaction and make customers feel appreciated and valued.

AI technology takes personalization to a new level, with virtual agents monitoring conversations and providing human agents with relevant information to resolve issues and answer questions more quickly. Integration with other internal systems such as supply chain and logistics platforms empower agents to answer just about any question a customer may have.

Powerful unified communications technology arms your business with the right tools to outperform the competition and adapt to changing customer expectations. Contact TCI today at (703) 321-3030 or info@tcicomm.com.