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Vocalcom
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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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Voici sept erreurs à éviter concernant les scripts d’appels afin d’assurer un excellent service client. 😉

http://bit.ly/2syZBbw

A notre époque, alors que le besoin d’un service client rapide et efficace se fait de plus en plus sentir, les scripts d’appels sont des outils essentiels pour les agents des centres de contacts. Ils peuvent enrichir les interactions du service client et les aider à se dérouler plus rapidement, en offrant aux agents des réponses détaillées et des conseils de communication pour mieux satisfaire les clients. Cependant, en raison de la nature particulière de chaque cas et du souhait des clients de bénéficier d’un contact humaine, les agents doivent rester spontanés et montrer qu’ils sont capables d’adapter l’utilisation des scripts d’appels à chaque situation individuelle. Voici sept erreurs à éviter concernant les scripts d’appels afin d’assurer un excellent service client.

Utiliser de très longs monologues

Certes, une introduction courtoise garde une grande importance, mais il est inutile d’y ajouter de longs monologues. Les scripts d’appels devraient être conçus de telle sorte que les clients aient la possibilité de commencer un dialogue et de poser des questions lorsqu’ils en ont besoin. Cela signifie que des réponses standardisées telles que « je peux vous aider » ou « merci pour ces renseignements » devraient rester concises afin que la conversation se déroule naturellement.

Demander aux clients de répéter les mêmes informations

Les clients n’aiment pas répéter les mêmes informations à plusieurs agents, et il est toujours préférable de solliciter le moins d’informations possible. Une base de données CRM est donc idéale pour un accès rapide aux données client et à l’historique de leurs achats, et permet aux agents d‘effectuer des mises à jour en temps réel selon les besoins. En outre, grâce à des menus SVI optimisés redirigeant les clients vers les agents les plus qualifiés, il est possible de s’assurer que les clients ne soient pas transférés, sauf en cas de nécessité absolue.

Ne pas faire participer les agents à la création des scripts

Les agents devraient être impliqués aussi bien dans la création que dans la révision des scripts d’appels. Dans la mesure où ils interagissent avec les clients jour après jour, ils peuvent offrir des suggestions importantes pour améliorer les pratiques. Votre marque devrait donc solliciter leur feedback lors de l’écriture des scripts d’appels, et les aider à en personnaliser certaines parties, comme l’introduction.

Dépendre entièrement des scripts pour des problèmes complexes

Les scripts ont beau être adaptés à différentes situations, l’apparition de cas complexes nécessite parfois de la spontanéité et de la souplesse. Suivre un script dans de telles situations peut être préjudiciable, dans la mesure où des clients mécontents à la recherche de réponses précises peuvent s’agacer du manque de pertinence de l’aide apportée. Outre le fait de faciliter l’accès à des scripts variés pour vos agents, votre marque pourrait envisager de diriger les clients ayant des demandes simples vers les agents possédant une formation de base, et de diriger les cas complexes vers les agents les plus qualifiés.

Négliger la spontanéité

Malgré toutes les technologies disponibles de nos jours, les clients continuent à souhaiter une expérience personnalisée et humanisée. Le fait de suivre un script de manière littérale prive les clients du réconfort et de l’empathie qu’ils recherchent en parlant à une personne réelle. Les agents doivent donc être spontanés, afin d’assurer un contact humain et de s’adapter aux situations difficiles lorsqu’elles surviennent.

Faire attendre les clients pour trouver le script adapté

Les agents peuvent éprouver le besoin de rechercher des scripts différents lorsque les clients posent des questions plus spécifiques. Pour éviter l’attente des clients, les scripts devraient être clairement organisés par sujet ou par mot-clé. En outre, les agents devraient disposer d’un accès aisé aux questions les plus fréquemment posées et aux questions qui tendent à devenir plus fréquentes à un moment donné.

Ne pas tester les scripts fréquemment

Vérifier l’efficacité des scripts d’appels est essentiel. Votre marque peut utiliser des tests A/B pour évaluer l’efficacité des interactions de service, tandis que l’analyse vocale et textuelle peut apporter une aide supplémentaire dans le processus de révision.

Les scripts d’appels sont des outils fondamentaux pour communiquer efficacement avec les clients. Cependant, leur utilisation stratégique, couplée à un contact humaine, est le moyen le plus sûr pour interagir avec les clients sur un plan affectif et les satisfaire véritablement. Pour offrir le meilleur des services client, découvrez Vocalcom, un leader mondial des solutions logicielles de centre de contact basées sur le cloud, et une plateforme d’interaction client premium omnicanal pour une expérience client réussie.

#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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Here are five essential rules for mobile optimization that will delight your customers.📱

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These days, mobile is an essential part of the global customer experience. According to Trinity Digital Marketing, more than one billion people are using mobile devices worldwide to access the web. Deloitte further affirms that nearly 58% of consumers who own a smartphone have used it for store-related shopping. Mobile optimization should be a priority for every brand, and analyzing mobile customer habits can empower your brand to offer richer customer experiences. Here are five essential rules for mobile optimization that will delight your customers.

Analyze mobile habits

Mobile optimization begins with understanding your customers’ habits. Mobile data can reveal critical information such as how often customers use their device in-store, abandonment rates, and sales conversion rates. Does your customer redeem a voucher offered in-store? Does she purchase after receiving live chat assistance? Learning the answers to such questions empowers your brand to use stronger targeted marketing practices and create more seamless customer experiences.

Provide a consistent, synchronized experience

Consistency is key to an optimized mobile experience. Mobile customers should be able to perform the same tasks as they would on a desktop, with access to rich content and timely customer service. Customer data should also be synchronized across touchpoints so as to streamline the customer experience. For example, if a customer has created a profile through your brand app or mobile site, all data (such as transaction history and loyalty points) should be easily accessible on the web or in-store at the time of purchase.

Personalize the experience

The recent trend of conversational commerce has redefined personalized customer experiences. Messaging is an ideal way to interact with your customers in a personalized manner and offer them the specific support they need. By accessing customer data, your brand can better assist customers on the go who need technical support as well as those looking to make a purchase. Many brands have turned to artificial intelligence to offer personalized product recommendations customers may like based on their purchase history.

Know the customer’s location

Knowing where your customers are when they interact with your brand can help you improve marketing and service practices. For example, using geolocation data to determine when customers are in-store can prompt your brand to offer live chat assistance, sales announcements, coupons, or special discounts to redeem upon purchase. Your brand may also go a step further and announce information about specific items the customer has searched, such as informing the customer that a recently searched item is on sale.

Simplify the experience

Lastly, remember that great customer experiences are never complicated. Simplify the mobile experience by offering features that empower your customers. For example, offer click-to-chat or call buttons for customer service, visual IVR menus that save them time, and easy checkout options for a seamless purchase process. Mobile interfaces are limited in size and therefore need to be user-friendly.

In an increasingly mobile world, it’s more essential than ever to provide your customers with an enhanced mobile experience that will ultimately win their long-term 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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Here are six tips for creating successful email marketing campaigns your customers will appreciate.📧

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Email is a highly effective digital marketing channel, with many companies praising its tremendous potential for driving sales and customer loyalty. TNW News cites that 54% of digital marketers consider email their most effective channel. Marketing Sherpa further cites that 72% of U.S. adults prefer communicating with companies through email. However, being successful on this channel requires a focused approach and attention to customer preferences. Here are six tips for creating successful email marketing campaigns your customers will appreciate.

Take a personalized approach

Always address customers by name, as it fosters a more personalized and humanized relationship with them and shows their value as individuals. When deciding which customers to approach for an email marketing campaign, it’s essential to analyze their behaviors first. Taking a close look at their purchase history and analyzing their feedback can help your brand determine how campaigns should be targeted. Customers will appreciate receiving emails that reference the purchases they have made or the suggestions they have offered in surveys.

Time your campaigns effectively

Strategic timing is critical to your campaigns. For example, sending emails post-purchase can be helpful to upselling or cross-selling efforts when the memory of the purchase is still recent for the customer. Emails may also be sent
to announce new upcoming products of potential interest or promotional offers. In any case, good timing ensures that customers receive offers when they are most likely to want them.

Make the content relevant and visually appealing

Customers are often pressed for time, and those who do open your emails may only scan them quickly. For this reason, creating emails that are to the point and visually appealing can drive your customers to action. Make sure your content is clear, concise, and free of any spelling or grammatical errors. In addition, any links or bar codes that may be included should work properly, and balancing text with images can make your emails easier to read.

Optimize for mobile

The importance of mobile optimization should not be underestimated, especially when it comes to customer service and marketing. A Litmus study found that 55% of emails are opened on a mobile device, yet Blue Hornet emphasizes that 70% of consumers delete emails immediately if they don’t appear properly on these devices. It’s therefore essential to use a simple, mobile-friendly design template that enables your brand to communicate a clear message without any hassle for your customers.

Respect customer preferences

Many customers tend to unsubscribe from marketing emails when they receive them too frequently. While your brand may not want to lose email subscribers, it’s nonetheless important to give customers the choice of unsubscribing when they wish. However, your brand may also give customers the option of receiving fewer emails instead of opting out altogether. Remember that sending too many automated emails can frustrate even the most loyal customers, so make sure to respect their preferences. Indeed, a Social Times study found that 33% of consumers unsubscribe from brand emails due to high frequency, while 24% do so as the content is repetitive or boring.

Test and revise campaigns frequently

As with any aspect of your brand, make sure to test and revise your practices frequently. Check your emails for accuracy and technical issues before sending them, such as checking to make sure they are truly optimized for mobile. In addition, monitor the quality and efficiency of your email content by testing different campaigns and analyzing the customer response.

Understanding your customers’ habits and preferences enables your brand to design effective email marketing campaigns that drive customer loyalty. To deliver the very best in customer service and sales, 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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Here are five ways to humanize customer experiences throughout the customer journey.😄

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The modern customer is often on the go, seeks timely support, and wants a seamless experience. While such demands may be met through advanced technologies, the human touch remains essential. According to a Harvard Business Review article on the science of customer emotions, when a major bank recently unveiled a credit card targeted to millennials and designed to evoke emotional connection, use among the segment grew by 70% and new account growth increased by 40%. The millennial generation is known for valuing emotions and purpose when engaging with brands, and their ideology presents companies with an important overall lesson: Building long-term relationships with your customers means appealing to their emotions in an authentic way. Here are five ways to humanize customer experiences throughout the customer journey.

Humanize your brand image

Every brand has a story. Are you communicating yours to customers? Use engaging written and video content to describe the origins of your brand and the values you stand for. For example, if your brand supports specific social or environmental causes, customers will appreciate knowing that they support the same causes indirectly by engaging with you. Including employees and brand advocates further humanizes your brand and conveys the message that your company works as a team and values its customers.

Personalize your service

Perhaps the most effective way to humanize the customer experience is by personalizing service. Agents should be trained to speak to customers with empathy, especially during difficult situations. Giving customers the comfort of knowing their feelings matter is essential to winning their trust. In addition, taking measures such as contacting them on their preferred channels, offering personalized product recommendations, and thanking and rewarding them for their business show your brand’s attentiveness to each customer as an individual.

Sell customers the products they want

Part of humanizing your brand is reaching out to customers for input on what they have purchased. For example, can improvements be made, or are they highly satisfied with a specific feature? Social media platforms can hold a wealth of answers to these questions, so your brand should monitor these channels proactively for customer feedback. Other ways to achieve this goal include holding contests that allow customers to vote for favorite products.

Value employee emotions

Your employees are the lifeblood of your company, so their emotions count as much as your customers’ feelings. It’s essential to listen to their feedback regarding their experiences with your company, whether it be ideas on how to improve working conditions or customer service. Giving them mentoring and professional development opportunities motivates them to do their best and inspires a team mentality that unites your brand. When your employees are happy and advocating for your brand, your customers will feel their enthusiasm.

Solicit customer feedback regularly

In addition to soliciting customer feedback regarding products, check in with your customers regularly. After each service or sales exchange, be sure to send specific surveys that ask them to rate and describe their experience. Periodic surveys are also essential to getting an overall pulse on your customers’ sentiments. Lastly, it’s especially important to understand their feelings when they have decided to leave your brand, as it empowers your organization to take action and improve the customer experience.

A humanized customer experience begins with understanding the emotions of your employees and customers. By considering internal feedback and keeping a customer-centric attitude, your brand can deliver the seamless experiences your customers want with an authentic human touch. 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 has won a Gold Stevie Award in the Stevie Awards 2017! 🎉

http://bit.ly/2mnLdQE

LAS VEGAS, NEVADA – February 25, 2017 – Vocalcom, a leading global provider of cloud contact center technology, has won a Gold Stevie® Award in the ‘Contact Center Solution – New Version’ category in the 11th annual Stevie Awards for Sales & Customer Service.

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes several of the world’s leading business awards programs including the prestigious American Business Awards and International Business Awards. The awards were presented during a gala banquet on 24 February at Caesars Palace in Las Vegas. More than 650 executives from around the world attended.

More than 2,300 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition, an increase of 10 percent from 2016. Finalists were determined by the average scores of 77 professionals worldwide, acting as preliminary judges. Entries were considered in categories for customer service, contact center, sales and business development achievements, and those to recognize new products, services and solution providers.

Vocalcom has once again retained the top spot of the cloud contact center solutions, with LogMeIn in second place, and NewVoiceMedia taking third. We are happy to see that our dedicated hard work has been rewarded by the Stevie Awards for Sales & Customer Service. It’s a very good news for all our cloud contact center users and fans ! The nomination closely follows several other victories for Vocalcom including Customer Experience Innovation Award and Contact Center Technology Award, and further validates the company’s position as a leader in the omnichannel customer interactions industry.

We have helped take customer service and engagement to new levels in an overwhelmingly digital world. By putting a effortless omnichannel customer experience at the heart of what we do, we have create the #1 customer experience platform to orchestrate seamless omnichannel customer journeys, win more customers and build lasting relationship. Vocalcom platform is not only enjoyable for service teams; it is a highly effective sales acceleration platform too.

“We believe that great customer engagement drives great business outcomes, and we’re proud to be providing sales and service professionals with the best tools to keep existing customers happy and attract new ones,” commented Anthony Dinis, founder of Vocalcom. “With a strong track record of innovation and a never-ending desire to be first, Vocalcom powers more than 1 billion of the world’s best customer experiences each year. It’s an honor to share the stage with so many ambitious companies dedicated to the advancement of business and cloud technology and this accolade is further testament that our cloud technology really is best-in-class.”

“The Stevie Awards for Sales & Customer Service continues to be among the most competitive and fastest-growing of our awards programmes”, said Michael Gallagher, founder and president of the Stevie Awards. “The growth of the programme illustrates the importance of the functions highlighted – sales, business development and customer service – to successful enterprises of all types, and how integral recognition in these domains are to building and maintaining corporate reputations”.

#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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Soirée "Mystery Escape Game" du 7 mars organisée par les équipes de Cegedim Outsourcing avec Vocalcom. Cegedim Outsourcing vous propose une offre globale pour transformer et optimiser votre expérience client digitale. http://www.cegedim-outsourcing.fr/
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Here are six omnichannel customer trends every brand should recognize in order to deliver great experiences.📱

http://bit.ly/2lXgcC9

Omnichannel is the rule for customer experience these days, but does your brand know how best to engage your customers? It’s not enough to know which channels they use–what matters is understanding how they interact with your brand. Here are six omnichannel customer trends every brand should recognize in order to deliver great experiences.

Research online and purchase in-store

More and more customers may be researching products online, but that doesn’t mean that physical stores are a thing of the past. In fact, a study by Invesp found that 70% of U.S. online shoppers have used services offering purchase online and pick up in store. In addition, Hubspot claims that shoppers who buy from a business both in-store and online have a 30% higher lifetime value than those who shop using just one channel. It’s therefore critical to link the research experience to the in-store experience by offering tools and services that streamline the process. For example, your brand website should offer an in-store pickup option if applicable when customers are purchasing online, as well as live chat pop-ups for sales assistance. In addition, the mobile experience should be optimized with a live chat option or dedicated messaging app for service to better serve customers already in-store.

The simpler the experience, the better

No matter what features you offer your customers, keep the experience simple and straightforward. eMarketer claims that 64% of customers expect a seamless experience regardless of the channel they use. What’s more, Mintel states that 53% of shoppers say convenience is the number one factor they consider before making a purchase. Make sure customers are routed to the most qualified agents when they switch channels, give them clear and timely receipts after purchase, and empower them with self-service features that help them save time.

Mobile optimization is a must

Mobile shopping is a growing trend, and every brand needs to keep up with demand to satisfy this large customer base. Customers are using their mobile devices on the go for everything from product research to customer service to making purchases. In addition to offering an optimized mobile site or app to assist customers, your brand may also consider offering in-depth assistance through messaging, as the channel is ideal for offering personalized assistance and enabling quick and seamless purchases on the go.

The demand for secure payments

Earning customer trust is essential, especially when sales are involved. Make the payment process painless and secure by providing your customers with the right tools and information. Offer secure methods of payment with recognizable payment icons, offer a password option for customers to log in before purchase, and give your customers payment and shipping confirmations immediately following purchase.

Power in the personal touch

Personalized customer experiences can have a long-term impact on customer loyalty. A survey by Infosys found that nearly one-third of consumers wish the shopping experience was more personalized. For consumers that had experienced personalization, 86% said that it influenced what they purchased and 25% stated it impacted their purchase decision significantly. Give your brand a personal touch by training agents to communicate better with customers, offering product recommendations and promotional offers tailored to customer needs, and getting customers involved in product development by soliciting their feedback.

A need for customer centricity

At every step along the customer journey, your brand should ask if the customer’s needs are being served. Does a new technology actually improve the user experience? Is a promotion being offered at the most optimal time? Are your social media channels keeping up with incoming customer demands? Always take the perspective of the customer when making decisions that affect their experience with your brand.

Giving customers a great omnichannel experience begins with knowing where and how to serve them better. 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 Key Terms for Building a Strong Customer Service Culture 😊

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Every company that aims to deliver great customer service must answer this: Is there a strong service culture in place? Without one, customer service becomes a vague endeavor with no clear strategy. By setting company goals and engaging with employees regularly to establish a clear path to success, a company can establish a strong service culture that naturally leads to great customer experiences. Here are five key terms at the heart of a strong service culture that every company should consider.

Communication

Every brand needs to communicate its mission clearly. What values does your brand stand for? What accomplishments do you hope to achieve in the near and distant future? Communicating these beliefs to employees and engaging them in a conversation are essential to building a successful service culture. It’s also important to highlight examples of your brand’s greatest customer service experiences to motivate employees and set a clear model of what to strive for. Showcase stories through posters around the office, in newsletters, and during meetings and training sessions to inspire and inform your employees.

Clarity

When communicating with your team, clarity is key. Are your brand goals properly outlined to demonstrate how employee behavior will lead to great service? Are service processes clearly outlined? Employees should know exactly what their roles are, and a hierarchy chart can help indicate whom to turn to when support is needed. In addition, clarity also involves informing the organization as a whole when difficulties arise, such as a product recall or technical issue on a certain channel. Sharing such information on a global level keeps everyone informed and empowers employees to offer their input on how best to resolve such problems.

Education

Educating employees gives them the tools for customer service success. Establishing protocols ahead of time for complex situations can empower agents to perform their best and satisfy customers, such as enabling agents to make discounted offers when customers consider leaving your brand or goodwill gestures after a frustrating service issue. Education should also be ongoing and may take the form of seminars, training sessions, informational newsletters, and professional development opportunities. The better informed your employees are, the more confident they will be when delivering service.

Accountability

Being a responsible brand means keeping employees accountable for their work on an individual basis. All employees should have clearly defined roles with mentoring and management support to help them do their best. Employees should be given the power to correct their own mistakes and larger service issues, such as granting a customer discount when a billing error has been made or apologizing for a chat delay or inaccurate response. Taking immediate responsibility and rectifying the error are essential to customer loyalty. Employees should also be rewarded for superior performance, as their behavior sets a great example for a strong service culture.

Empathy

The human touch is always essential to customer service. Brands that practice empathy and make an effort to offer an authentic human touch not only win loyal customers, but brand advocates as well. Service agents should allow customers the time to explain their situations and offer the respect and support they deserve. Using a friendly yet professional tone is essential, and relating to a customer’s frustrations can rebuild confidence in your brand. Empathy can also mean sending compelling brand messages such as supporting charitable or environmental causes. The more powerful the voice of your brand, the more your customers will listen.

Building a strong customer service culture is all about sending a clear, consistent message to your employees and empowering them to succeed with an efficient system in place. 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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Here are six ways technology can be used to enhance the customer experience.🤓

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Giving customers a seamless experience is the rule these days, and technology is vital to making it possible. The challenge, however, lies in making each experience effortless as well, as technology that is poorly implemented or demands too much from the user can seriously compromise the experience. For this reason, many would argue that the answer is not just using optimized contact center technologies, but further adding a human element that ensures consistent quality control and delivers the meaningful personal contact that customers still desire. Here are six ways technology can be used to enhance the customer experience.

Use automated service

Customers love self-service, as it typically saves them time. IVR menus are an excellent way of ensuring that customers don’t waste time listening to long menus before choosing the option they need. In addition, they are highly efficient for routing customers to the most qualified agent when live support is needed. Automation can also be applied to payments, such as allowing customers to make automated credit card payments using a saved credit number on file. The more simple and straightforward processes are automated, the more customers save time and agents are free to handle complex cases.

Support customers proactively

Proactive support is essential to assisting customers when they need help the most, and it can also turn browsing into sales. Live chat can be offered when customers are browsing a company site, and geolocation tools can also be used to offer chat to customers in-store. In addition, the growing popularity of messaging apps for customer service is due in part to chat bots that offer proactive and personalized support. Being a step ahead of the customer is critical to offering the best support possible while driving sales and loyalty.

Use prioritized callbacks

Being placed on hold can be a thing of the past when callbacks are implemented. Rather than risking the frustration of customers and high abandonment rates, offer prioritized callbacks that contact customers when their position arrives at the front of a queue. This ensures convenience for your customers and saves them time.

Make personalized recommendations

Customers don’t want just any marketing offer or recommendation—they want offers tailored to their needs. Personalized recommendations based on purchase and browsing history can be powerful tools for pleasing customers and driving sales. These recommendations can be made when customers are browsing a brand website, engaging with support through messaging, or post-purchase as a cross-selling or upselling strategy. The idea is to reach out to customers with the offers they actually want, at the most optimal times.

Prevent customers from repeating information

Making customers repeat information is a sure way to frustrate them and even lose their business. A combination of a powerful CRM software solution and effective agent routing can prevent such a situation. A CRM database can keep customer data updated in real time for all agents to access so that when customers are re-routed, all customer updates and agent notes are immediately visible. Managers should ensure ahead of time that agents are properly trained to handle the channels they are working on so that customers are always directed to the most qualified agent.

Embrace the blended contact center

Call flow can vary greatly in the contact center, but call blending can ensure efficiency and customer satisfaction at all times. Essentially, call blending allows agents to transition seamlessly from inbound to outbound channels depending on call flow, eliminating dead time and increasing agent efficiency. A predictive dialer solution that enables call blending can work with an ACD to assign calls to available agents on both inbound and outbound channels as needed.

Contact center technologies play a vital role in driving seamless customer experiences. With a clear strategy, skilled agents, and optimal timing, your brand can use such tools to turn every customer experience into an effortless one as well. 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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Here are five ways video drives great experiences for the modern customer.🎥

http://bit.ly/2kPnvPL

Personalized customer service is in greater demand than ever, and brands are finding numerous ways to deliver. From messaging to live chat to social media engagement, customer service channels are no longer just a means of delivering answers but bridges to building long-lasting relationships between brands and customers. Among these channels, live chat has consistently proven to be a winner for customer satisfaction: According to Zopim, 91% of customers who have used the channel are happy with its ability to both resolve issues and assist with the product research process. What’s more, the rise of video chat in particular is more dominant than ever: Companies as varied as Amazon, American Express, Bank of America, and Hertz have all made video chat a priority for their customer service. So what exactly is the appeal of video, and chat especially? Here are five ways video drives great experiences for the modern customer.

It humanizes the customer experience

Personalized service is one thing, but humanized is another. While channels such as email and live chat (in textual form) may indeed personalize the customer experience through a conversational tone, video chat provides the immediate human contact that makes a brand more than just a faceless institution. When customers can actually see the agent who is assisting them, their confidence in the brand may increase—a critical need when a customer has a complex issue to resolve or seeks assistance with a purchase. A friendly and knowledgeable agent who provides timely assistance can make all the difference between customer churn and loyalty.

It helps customers in complex situations

Video chat can be essential for customers in complex situations. For example, many banks have found that offering quick access to video chat at ATM machines is comforting to the customer, both for reasons of security and convenience. In addition, offering proactive video chat when customers are browsing a brand website, in the middle of a purchase, or experiencing a technical issue online can reassure the customer and lead them to purchase without difficulty.

It streamlines the sales process

Even if a brand’s web and mobile interfaces are optimized and user-friendly, offering to help a customer during purchase is essential. Video chat, offered on a brand website or a mobile device, can assist customers who need help with product research, seek recommendations, or need technical support before making a purchase. Many brands that embrace conversational commerce incorporate video chat into their messaging to streamline the sales process, offering an extra layer of support during critical steps such as providing credit card information or confirming a purchase.

It inspires brand advocacy

In addition to chat, video is an ideal medium for inspiring customers and showcasing brand advocates. Brands such as Dove, Reebok, and Intel inspire customers through compelling video marketing, telling stories that relay their brand values. Video is also a popular medium for engaging brand advocates, with many brands featuring user-generated video content on their sites and social media platforms. Some brands, such as GoPro, actually take user-generated videos and repurpose the content before featuring them in their video marketing campaigns. Customers love a great story, and involving them in telling a brand story is a sure way to win their loyalty.

It educates customers

Lastly, brands should never underestimate the value of video for self-service. Customers seeking technical support may appreciate quality video tutorials, as they can watch them anytime and find answers they need without contacting an agent. In addition, customers may like to learn more about products and services before purchasing them, so featuring educational videos on a brand website can educate current and potential customers alike.

As a time-tested medium, video is essential to giving customers humanized service while inspiring them to support and love the brands that embrace video meaningfully. To deliver the very best in customer service through live chat and beyond, 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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