A Cloud Contact Centre is essentially a cloud-based customer engagement platform that simplifies and enhances your customer communication, allowing your team to work from anywhere and ensuring first-class customer service, where the size and location of your team is irrelevant. Although this sounds like an expensive option, it is in the reach of most SME budgets.
Cloud Contact Centres enable voice calls, web chat, email, and SMS to be managed on a single platform – allowing you to monitor performance both historically and in real-time. Calls can be recorded and reviewed, and all customer interactions can be stored.
What are your customer challenges?
The process with which you deal with customers should be as smooth as possible. Customers want to get through to the right person the first time, so that their query gets dealt with efficiently. Not only that, they also want a personalised experience with options to use voice, email, and webchat if necessary. Customers also want to be kept in the loop with their query by receiving an SMS with confirmations of appointments, deliveries, and details from their calls – offering a full customer service wrap. What they don’t want is to be held in a long queue, or at the very least they want to know their position in a queue and would preferably opt for an automated call back so they don’t have to queue at all!
What challenges does your organisation face?
Many organisations are unable to provide customers’ preferred method of communication and struggle to handle the peak busy periods where there is a surge in callers. Many businesses would benefit from an efficient way to contact multiple customers and be able to record calls for training and monitoring purposes. Some lack the ability to report on the number of daily conversations and interactions with customers or have a number of hybrid and remote employees. Missed calls can also cost businesses money and potentially lose customers permanently.
What features does Cloud Contact offer to solve the challenges?
- Cloud Contact Centres have multiple channels to provide customers with multiple options for getting in touch – email, web chat, outbound SMS
- Cloud Contact Centres can provide automated call-back so customers don’t need to wait in a queue
- Live wallboards can show how many customers are on the phone, waiting in the queue and can equally show team performance too
- Because its cloud-based, employees can work anywhere they have an internet connection and a supported browser
- Sales campaigns can be measured and monitored
- Integration with your CRM or other sales systems
Summary
A Cloud Contact Centre ultimately means more satisfied customers with more choice and flexibility on how they contact their suppliers. Communication between all facets of your business and in particular customers, becomes easier and more convenient. It also greatly benefits the business, with more efficient, less stressed staff, being able to provide customer service excellence. Importantly it saves time and money too.
If you have any queries with regards to Cloud Contact Centres, please do not hesitate to contact Complete Voice & Data or call 0333 772 9544.