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Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology.
Vocalcom is one of the foremost players in cloud contact center and conversational commerce technology.


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How to Provide Exceptional 24/7 Customer Service ✅

In our digitally connected world, customers want to engage with brands whenever they need to. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7? According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love.

Use artificial intelligence for simple requests

When a mobile customer wants to make a simple request, chatbots can be as efficient as human agents. For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. Chatbots enable your brand to provide assistance when agents are unavailable. During business hours, these chatbots can handle easy tasks so that agents can spend time on more complex cases.

Send automated email responses

While automated email responses do not actually answer customers’ questions, they can reassure customers that their cases will soon be handled. When a customer contacts your brand via email, always follow up immediately with an email. Acknowledge receipt of the message, and give an approximate response time. You may also include self-service information such as links to frequently asked questions, and your brand may even assign a case number to the customer right from the start.

Offer self-service options

Customers can save time if you offer them self-service options. One of the best ways to ensure 24/7 service is to provide rich information that they can access anytime. For example, provide a list of frequently asked questions on your website and update it regularly. Video tutorials are also excellent self-service tools, engaging the customer in a fun way while educating them at the same time.

Create discussion forums on your website

At times, customers may have complex issues that your frequently asked questions list does not address. Since other customers may have experienced the same problems, your brand can actively encourage them to discuss. Create a discussion forum on your website that invites customers to discuss topics by theme. Make sure an agent moderates the forum and engages in the discussion whenever customers are unable to resolve a problem.

Engage customers on social media channels

Some of the self-service content featured on your website can also be posted on your social media channels. For example, frequently asked questions and video tutorials may be shared. During business hours, agents should respond to any new questions or comments that have been posted, offering further support when needed.

Allow employees to work remotely

Many companies provide 24/7 agent support by hiring employees in different time zones. If that is not possible for your company, one other approach is to allow your agents greater flexibility by allowing them to work remotely. For example, some agents will be happy to work later hours if they can work from home. Customers may benefit from longer support hours, while employees may enjoy better working hours.

Providing exceptional 24/7 customer service is undoubtedly challenging. However, by anticipating your customers’ needs and finding proactive solutions, you will help them find what they need and build a reputation as a reliable—and accessible—brand. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Ways to Boost Your Net Promoter Score 📈

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. While surveys and customer satisfaction scores reveal your clientele’s feelings about products and specific service interactions, the NPS offers a comprehensive view of their sentiments regarding their overall experiences with your brand. To boost your NPS and turn your customers into loyal brand advocates, consider these five tips.

Streamline service across departments

Customers seek seamless experiences. When they are transferred too often between agents or departments due to failed internal communications, everyone’s time is wasted. Your company must ensure that data is managed and shared efficiently with the help of a CRM solution, so that agents may offer better service. With that said, always aim to provide quality experiences. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty. Customers prefer to make contact once and find the answers they are seeking.

Analyze Voice of the Customer data

Understanding how your customers feel is essential to giving them great experiences. A comprehensive review of Voice of the Customer data will reveal all the ways in which your company could better address customer needs. Social listening tools, surveys, and transcripts from service interactions can all shed light on customer expectations.

Remember the human touch

To make every experience truly personalized and memorable, add a human touch. Customers should feel it’s a pleasure to engage with your company. Employees should be trained to sharpen their interpersonal skills and use positive language. Web copy and marketing communications should also feature a natural, friendly tone that reflects how your customers actually speak. And don’t neglect your employees either—they also need to feel appreciated. Their feedback needs to be taken seriously, and they should be given professional development opportunities as well as rewards for their efforts. Employee satisfaction is crucial to customer satisfaction.

Encourage customers to share their opinions

Instead of merely responding to online comments, be proactive and encourage your customers to talk about your brand. Create a feedback forum on your website where they can freely discuss their thoughts. You may also ask customers to leave recommendations and reviews on your social media channels. Offering incentives can further persuade quiet customers to become more vocal advocates. Employ customer service agents with strong conversational skills to work on these channels, as they will keep the dialogue pertinent and interesting while stirring up enthusiasm for your brand.

Follow up with customers after they provide feedback

When your customers provide feedback, they are giving you their time and offering valuable insights. To win their attention and respect, begin by making the process easy, such as keeping surveys short. But the most important thing you can do is a step that many brands ignore: Contacting customers again once improvements have been made. For example, if a customer mentions that it takes too long to reach an agent by phone, your company may inform him once the IVR menu has been redesigned to route callers more efficiently. Showing your customers that their suggestions led to concrete actions is a sure way to win their loyalty.

Customer loyalty can only happen when your company works as a team. By establishing clear communications, addressing customer emotions, and humanizing each experience, you can boost your Net Promoter Score and earn the admiration of your customers. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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Voice of the Customer: The Key to Brand Success 🔊

As customer service trends continue to shift toward personalized and emotionally connected experiences, it is more important than ever to understand how customers feel. While most companies collect feedback in some form, many are going a step further by implementing Voice of the Customer, or VOC, processes. In simple terms, VOC refers to a process or system for gathering customer feedback across channels and using the data to improve products and services. And just how effective are they? According to Aberdeen Group, companies that employ a VOC strategy generate a ten times greater year-over-year increase in annual revenue. Here are five ways to use Voice of the Customer data to drive brand success.

Gather feedback face-to-face

One way to gather in-depth feedback is by actually meeting your customers. Conduct interviews with them to better understand why they support your brand, and learn how you could improve. Truly satisfied customers may be willing to film their interviews so that they can be posted on your website and social media channels as testimonials. In addition, focus groups are excellent for testing new products and services. Ask customers specific questions, and take note of all suggestions.

Use analytical tools and review transcripts

Many tools may be used to gather both quantitative and qualitative feedback. The Net Promoter Score survey provides insights about customers’ overall experiences, helping your organization understand how effectively it is functioning as a whole. Surveys are ideal for collecting structured feedback at any point of the sales cycle. You can ask quick questions as customers are browsing webpages or follow up a sale with a detailed survey. Social listening tools literally reveal the voice of the customer by communicating every thought expressed on social channels, blogs, discussion forums, and review websites. Lastly, transcripts from customer service interactions across all channels provide information about your agents’ ability to provide excellent service.

Appoint a dedicated team for your Voice of the Customer program

Your company should appoint a team that is dedicated to monitoring and acting upon feedback continuously. A team leader should set customer service goals that align closely with your brand’s sales goals. For example, if your company aims to earn more revenue through the website, the team may determine how to improve service through live chat and closely monitor that particular channel. All feedback should then be reported regularly to the company’s executive branch.
Improve communications with customers

Understanding how your customers feel and speak can help your company communicate more meaningfully. The customer’s voice can inform your brand’s voice, guiding you to use language that appeals to your target customers. Use this approach to improve agent communications with customers, all copy on the website and other digital channels, and all marketing materials.

Adapt products and services to customers’ needs

By asking good questions when collecting feedback and analyzing responses thoroughly, your company can develop the products and services your customers want. You may discover that a certain product needs improvement, that a certain channel needs more support, or even that a competitor offers a service or product feature that your company is lacking. Listening to your customers ensures that your brand is always growing and challenging itself to offer the very best to your clientele.

According to a report by Right Now Technologies, 86% of adults would pay more for a better customer experience. With a dedicated process for collecting and analyzing VOC data, your company can offer the excellent experiences customers are asking for. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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The Role of Emotions in the Customer Experience 😍

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Anticipate customer emotions in different situations

To properly address your customers’ feelings, take a proactive approach. For example, when designing a customer journey map, your company may integrate possible emotional reactions at all the different touchpoints. As you strategize the best ways to lead customers from point A to B, you can anticipate how a customer might feel if any given step is successful or not. These observations can then inform how your service may be improved at every step.

Hire and train agents who address customer feelings properly

Once your brand identifies customers’ emotions in different contexts, you may then ensure that agents are well qualified to address them. Begin by hiring employees with strong interpersonal skills who are able to adapt to difficult situations. Then train them through roleplaying, using the customer journey map as a reference. For example, a training session might involve an agent playing the role of a customer who needs support with an online purchase. By discussing the possible emotions involved at this step of the customer journey, your agents can describe their own experiences and suggest solutions to potential problems. Agents will feel more empowered and better prepared to handle even the most difficult cases. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots

Use analytical tools to measure customer satisfaction

While it can be difficult to measure customer emotions, analytical tools nonetheless provide valuable insights. In addition to the Net Promoter Score, your brand may use social listening tools to learn about customer feelings on social media channels. Speech and text analytics are especially useful for analyzing emotions, and traditional surveys are the most direct way to gather concrete customer feedback. Lastly, your company may integrate widgets into webpages that allow customers to rate product descriptions, blog articles, and other content, enabling them to provide casual feedback quickly and easily.

Reach out to customers with negative feelings

It’s especially important to reach out to customers with negative feelings toward your company. Not only is it necessary to address any inconveniences they may have experienced, but it is also critical to understand how such issues can be prevented in the first place. Ask them for their feedback and suggestions on how your company could have better addressed their needs. Once you have taken measures to fix the problem, contact them again to show that their opinions were taken seriously. This last step shows the customer that your brand is willing to go the extra mile to win back trust.

Create a positive emotional impact

For many companies, efficiency is a primary goal in customer service. However, if your agents are rushing conversations to the point that customers are bewildered and frustrated, your brand is not creating a positive emotional impact. Sometimes, agents need to be less interested in KPIs and more invested in the personalization of each customer experience. They need to take the time to listen to customers, validate their feelings, and foster a positive connection that earns respect and loyalty.

Treating customers as individuals may win their respect, but validating their emotions at every step of their journey wins loyalty. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.
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5 Technologies That Reduce Customer Effort 💻

The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies.

IVR menus

Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. However, this is only true when menus are updated regularly. Menu options should include all the possible reasons a customer might make contact. Additional options should also be offered to address any issue that customers are facing at the current time, such as a product recall or technical problem. Once these options have been defined, the system must route customers to agents who are specifically trained to solve each problem. Only then can IVR menus truly serve customers well and save them time.


Artificial intelligence enhances self-service while making customer experiences more personalized. Chatbots in particular are efficient for helping customers find answers to simple questions, making personalized recommendations, and assisting with the purchase process. It’s nonetheless important to note that some tasks may be too difficult for chatbots to complete. If a customer’s request is too complex, agents may need to assist. Be sure to direct such kinds of questions to agents as quickly as possible so that customers do not lose time.

Big data

Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution. Such information can help improve service practices by revealing where agents may need more training. In addition, big data can help brands understand their customers’ habits, such as buying preferences. With such knowledge, companies can determine which additional products their customers may like and make personalized recommendations.


Speech and text analytics are essential for learning how customers feel. Once their attitudes are better understood, your brand may take measures to reduce customer effort and enhance every experience. For example, if certain negative words are often repeated by customers, your brand may discover a recurring issue that needs to be addressed promptly.

Live chat

With the help of insights provided by big data, live chat may be used to reduce customer effort. Once your brand determines which webpages are navigated most frequently, or how long a person has been browsing any given webpage, you can send prompt live chat invitations. Customers save time and are likely to get the answers they need without having to contact your brand.

Contact center technologies are indispensable tools for creating cutting-edge customer experiences. However, if they are not deployed efficiently, they can cause frustration and churn. With every technology your brand uses, be sure to consider if its design and implementation are truly giving your customers the experiences they want. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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6 Mistakes That Harm Your Brand’s Digital Reputation 📲

In our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases. Unfortunately, many brands sabotage themselves by neglecting their digital presence, eroding the trust of current customers and driving away potential ones. To ensure a positive digital reputation, here are six mistakes to avoid.

Misleading information

Customers should know exactly what to expect from your company when they do business with you. This is why it’s so critical to be consistent across all channels and never mislead your customers. For example, if your website mentions a promotional event, your social media channels should do the same. Even more importantly, pricing information should be consistent, as well as delivery and return policies. If customers do not understand the details of your products and services, they will not support your brand.

Failure to respond to negative comments

It can be upsetting to find negative comments on your digital platforms. However, ignoring them is a sure way to lose customer confidence entirely. If customers are in need of service, make sure to answer them promptly. When a case becomes complex, offer to move the conversation to a private channel. This shows the public that you have made an effort to resolve the issue in a way that respects the customer’s privacy. Similarly, your brand should monitor and respond to reviews. Such feedback is essential to improving your brand, and taking the time to reach out to these customers for more information can restore their confidence and give your brand additional insights.

Lack of essential information

Customers can tell right away if your digital channels have been neglected. It’s one thing to offer inconsistent information, and yet another to omit information entirely. For example, service hours should be clearly posted on all channels so that customers know when they can reach you. If a sales event has passed or a product is no longer in stock, updates are necessary. In addition, customers should never be routed to webpages that no longer exist. Make sure to keep people informed at all times, and don’t waste their time by making them search for answers.

Little social media engagement

Nowadays, having a social media presence is a must for all brands. If customers see that you are not very active on popular channels, they will assume that you don’t take them seriously. Be sure to provide consistent service by responding to comments, reaching out to customers proactively, and engaging your audience through interesting content.

Spelling and grammatical errors

A website full of spelling and grammatical errors makes your company look careless. In addition, poor website design can frustrate your customers as they will lose time looking for information. Make sure fonts are clearly legible, webpages are easy to navigate, and contact information is posted prominently.

Content that does not connect with your target audience

Always keep in mind that the content featured on your digital channels needs to connect with your target audience. Does the language reflect the way your customers think and speak? Are your videos and photos interesting to this audience in particular? Customers need to feel that your products and services were designed with them in mind. For optimum engagement, speak to them in a way that they can understand and appreciate.

A positive digital reputation sends the message that your brand is truly professional and cares about its customers. By posting clear and interesting content, responding quickly on all channels, and offering information proactively, both old and new customers will be happy to support your brand. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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5 Reasons Why Email Customer Service Still Matters 📩

Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed through a single integrated solution, agents can respond quickly and move seamlessly between channels as needed. Here are five reasons why email customer service still matters to your customers.

Email is a mobile-friendly channel

Customers appreciate service on the go, and email is easily accessible on mobile devices. Many people access their email through apps which ensure that content displays clearly. Customers also avoid being placed on hold or waiting for agents to initiate a discussion as they would through messaging apps, SMS, or live chat.

Customers communicate confidently

Some customers may not communicate with your brand on social media for privacy reasons. Others may not use the voice channel as no call transcript is provided for the customer. With email, customers feel confident knowing there is a written record of all interactions that they can trace themselves. Email also remains a private form of communication that can be used to share personal customer data. Agents can summarize cases thoroughly and maintain a dialogue with customers without risking privacy.

Important documents and multimedia may be shared

Messaging apps are a popular communication method partly due to their capacity for attaching content such as photos and videos. Email shares this advantage. Customers may share photos of defective products to help agents understand problems. Agents may then offer solutions through video, photo, or document attachments. Email therefore allows an easy exchange of information that can lead to a faster resolution.

Surveys may be sent easily

While your brand should send surveys on the customer’s preferred channel, it is much easier when that channel happens to be email. Surveys can be sent and filled out effortlessly through email, whereas they are more difficult to access on other channels. Once again, the practical nature of email makes it more likely that your customers will respond to surveys and give you the feedback your brand needs.

It is cost-efficient

Email remains less expensive than the voice channel. More importantly, when it is integrated into an omnichannel approach, it may be used seamlessly alongside other channels. Email management software features such as intelligent routing ensure that these communications are sent to the most qualified agents. In addition, personalization tools, spam filters, and advanced reporting capabilities increase productivity and help customer service teams determine which problems need to be addressed. These advantages ultimately reduce operational costs and customer churn.

Email customer service is only as practical as your company makes it. If your agents are committed to providing in-depth communications and are trained to use contact center solutions efficiently, your customers will consider this channel a trustworthy means of communication. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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6 Key Advantages of Customer Journey Maps 🗺

Understanding your customers’ needs begins with taking their perspective. Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. A comprehensive look at your company’s current practices as well as the feedback of customers and employees can help you shape the experiences your customers wish to have. Here are six key advantages of creating customer journey maps.

Identifying key service issues

These maps allow your brand to roleplay as the customer. As you analyze the process of moving from one touchpoint to another, you will be able to identify where problems might occur. For example, you may discover that IVR menus are not routing customers quickly to the most qualified agent, or perhaps response times are slow on social media channels. In addition, a map may reveal gaps in communication among employees that are preventing a seamless experience.

Understanding customer feelings

As you discover the potential situations that might arise for your customers, you will also become aware of their feelings. If a customer has difficulty making a purchase or reaching an agent, this will certainly make him frustrated. Looking at data such as customer satisfaction scores will further reveal how people actually feel after these interactions. Conversely, your maps may also show which parts of your journey are seamless and making your customers happy. By analyzing data and predicting the possible feelings of customers at every touchpoint, your brand can better understand how to reduce customer effort and create better experiences.

Defining clear goals

Once you have a clear idea of the improvements that need to be made, you can set clear goals for the company. These goals should be concrete tasks that can be accomplished by every department, from the executive branch to the customer service teams. They should be discussed regularly during meetings and company events. When employees understand what is expected of them, the entire organization will function more efficiently and deliver on your brand’s promises to customers.

Engaging employees

Customer journey mapping provides a perfect opportunity for engaging employees and building their motivation. Listening to their input is essential to understanding what actually happens in different service situations. For example, you may discover that certain channels need more attention than others, or that agents need better tools for communication across departments. As employees listen to each other’s experiences and offer suggestions about improving the customer experience, they will feel more empathy for both peers and customers and be empowered to work as a team.

Reducing costs and driving sales

Statistics show that customer journey maps are absolutely essential to your brand’s growth. According to Aberdeen Group, companies that have a regular customer journey management program enjoy numerous benefits. They experience over ten times improvement in the cost of customer service due to significantly reduced expenses. In addition, these brands have a 54% greater return on marketing investment and an average sales cycle that is 18 times faster than those of brands that do not use such maps.

Improving customer experiences

Ultimately, these maps will increase customer satisfaction. Your company will be able to solve problems proactively and find innovative ways to improve good practices even more. And your customers will reward you for your efforts: Aberdeen Group further states that companies that use such maps experience 3.5 times greater revenue from customer referrals and 24% more positive mentions on social media.

Customer journey maps are powerful tools for creating the experiences your customers deserve. By paying attention to each aspect of their journey and addressing potential issues upfront, your customers will thank you with their loyalty. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.#contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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Vocalcom AI-Powered Cloud Contact Center Wins two 2018 Stevie® Awards for sales and customer service 🏆

Vocalcom, a leading global provider of cloud-native solution for contact centers and inside sales, has won two Stevie prices at the 2018 Stevie Awards for Sales & Customer Service. The company received the ‘Gold Contact Center Solution – New Version’ award, for its AI-Powered Cloud Contact Center Platform and the Bronze ‘Sales or Customer Service Solutions Technology Partner of the Year’ for its native solution to Salesforce.

The Stevie Awards for Sales & Customer Service, among the world’s premier business awards, recognize the achievements of customer service, business development and sales professionals. More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.

Whereas first-generation cloud contact center struggles with downtimes and limited scalability, Vocalcom’s new cloud-native contact center platform is the first AI-Powered contact center platform to use microservices architecture. Built on the geographic and elastic foundation of Amazon Web Services and a cloud microservices architecture, Vocalcom platform has reliability in its DNA. As well as the enhanced functionality added, Vocalcom has also attained various additional certifications and security support for GDPR and PCI-DSS are all included within the new solution.

By focusing on things like quick customization and configuration, free online training, new integrations for popular enterprise applications, intelligent sales technology, AI-based tools and pairing customers with the agents on predicted behavior, the company’s commitment to innovation is leading to market share gains. Everyday more companies are attracted by the fact that the software is global, scalable and easy to use. With a true cloud environment and proven 99.98% platform availability, Vocalcom has demonstrated its ability to ensure complete reliability, scalability and security.

“It’s an honor to be recognized for the third time by the Stevie Awards for our Entreprise cloud contact center solutions,” said Frédéric Pouhet, SVP Marketing and Product Strategy at Vocalcom. “Vocalcom has been continually expanding its services to enable companies to move fast and be nimble. Our vision is to add machine learning , speech analytics and Artificial Intelligence to the platform to power data-driven routing, AI-enhanced agent workspace, AI-Blended self-service and conversational survey, to reduce costs and customer effort while delivering faster service and improved customer experiences for both customers and agents.

About Vocalcom

Vocalcom is a simple, open and AI-powered cloud contact center platform and inside sales solution that empowers companies to continuously improve customer experience, productivity and customer satisfaction. With a modern architecture and consumer-like experience, Vocalcom works right out of the box and quicly adapts contact center operations to the evolving needs of customers and teams. Over 3,800 innovative enterprises around the world, including Axa, Webhelp, UPS and Ikea rely on Vocalcom to power fuild customer interactions on any channel, increase customer satisfaction and cost savings.

Request a demo of Vocalcom Cloud Contact Center AI-Powered
or follow Vocalcom on Twitter @Vocalcom.

About The Stevie Awards

Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards.
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6 Steps for Building a Customer-Centric Brand 🎯

A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers are actually looking for. Here are six steps for building a customer-centric brand.

Define your company values

A customer-centric approach begins with defining company values. How do you want your customers to describe your brand? What goals should your employees strive to achieve when interacting with customers? Once these values are defined, they need to be shared with employees on a regular basis. For example, discuss these points at training sessions and company events, and invite employees to offer feedback on how these values may be addressed in different roles and departments.

Invest in your employees

Your employees are the backbone of your company. Take the time to employ people whose values, skills, and passion are a good fit for your brand. Employees who are enthusiastic about their roles are the foundation of a customer-centric organization. While it’s important to match individuals to roles that suit their skills, be sure to choose people who are willing to learn and improve with the goal of always improving the customer experience.

Test the user experience

The best way to understand your customers’ experiences with your brand is by taking their perspective. Take a comprehensive look at all channels and interact with your own brand by taking the role of the customer. For example, you might test to see if technologies are working optimally. Do your IVR menus route customers quickly to the right agent? Do chatbots answer questions efficiently? Is it easy to purchase a product on your website? Be sure to test the human aspect of the customer experience as well. Are agents friendly and informative? Testing the user experience is an excellent way to discover how your brand might improve.

Give customers the products and services they want

Is your brand offering customers the products and services they really want? To achieve this, it’s important to learn more about your customers’ habits. For example, determining their preferred channels and analyzing their purchasing habits can reveal a great deal about their product preferences and the most seamless channels for customer engagement. Most importantly, ask for their feedback in order to learn more concretely about their experiences.

Always be accountable

No company is perfect, and customers understand that. Brand errors become problematic when no one takes any measures to correct them. When a problem occurs on a large scale—such as a website maintenance issue or a product recall—address it immediately on all channels by apologizing and informing customers about its imminent resolution. For individual concerns, accountability is equally important. Always address unhappy customers on the channel of contact, even if it means making the concern public. Everyone should see that your brand took the time to fix the problem.

Show your appreciation for customers and employees

Do you show customers and employees your gratitude? Reward your employees for their efforts by acknowledging their accomplishments, giving them rewards, and inviting them to share their expertise with others at company events. Likewise, take the time to show appreciation for your customers. Make gestures such as a free gift or promotion for new customers and ongoing special offers for long-term customers.

According to McKinsey & Company, 70% of purchasing experiences are based on how the customer feels he is being treated. If your customers feel your company cares about their experiences, their loyalty will follow. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. #contactcenter #callcenter #CCTR #CustomerService #CustomerExperience #CustServ #ConversationalCommerce #ecommerce #innovation #business #telemarketing #callcenteroutsourcing #CustomerCare #CRM #SFDC #Cloud #callcentre #custexp #callcentreservices #top100callcenter #outboundsales #insidesales #salestips #SalesAcceleration #sales #convcomm #Chatbots #Bots
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