The ultimate objective of customer experience (CX) is to be as smooth as possible, rapidly resolving customers' concerns efficiently and in the manner they prefer.
Every encounter with a consumer becomes a chance to build loyalty and revenue streams; when customers have a positive experience and are happy, they buy more and recommend more, but adverse experiences result in high customer turnover and damaging online reviews.
CX is a critical financial driver for businesses since it influences client retention, revenue growth, and reputation.
What Exactly is Contact Center as a Service (CCaaS)?
Contact Center as a Service (CCaaS) is a customer service software solution delivered via cloud technology. CCaaS allows businesses to acquire the software technology they need for customer service and is managed by a provider that hosts the software, reducing your company's own IT expenses.
CCaaS is an excellent option for contact centers since it allows scalability as the company grows. As customer’s expectations and preferences evolve you will need constantly innovating to be a step ahead of your customer which is part of CCaaS.
Because organizations can buy only the technology or voice minutes they need to provide appropriate customer service, CCaaS provides a significant amount of flexibility. As a result, businesses may cut back on customer support expenses while also improving customer service.
With the rising demand for world-class customer service, CCaaS is the ideal option for today's organizations looking to expand their customer service, enhance customer experience, cut costs, and get more done in less time.
The following are five ways in which CCaaS solutions may provide an excellent client experience and improve ROI.
Allow Customers to Pick their Communication Channel
Most customers have a preferred way of communicating. Different situations also call for a specific communication channel. General inquiries often can start with an email. A routine product inquiry can be handled quickly via chat, but a phone call may best serve a complex billing matter. A travel or roadside inquiry would be best managed via SMS or Text. Communities will prefer to engage using their social media platform of choice like Facebook or Instagram.
Customers may connect with CCaaS solutions on the communication channel that they are most comfortable with – and even effortlessly transition from one channel to the next as part of the omnichannel ability within CCaaS.
If a customer's query is too complicated for an email or chat to resolve, an agent can transfer them to a phone call and continue the discussion to gather more information and walk them through the problem.
Resolve Issues Faster
Nobody enjoys being on hold or having to explain the same thing repeatedly. Connecting with an agent who is unable to help is even more irritating. CCaaS systems correctly direct the call and pass on the information to the following agent to avoid disrupting the customer's time and experience. When there is an unexpected increase in call volume you can offer call back functionality to reach out to your customer when the agent is available without the frustrating hold time.
Increased Productivity
Being a customer service representative is a demanding profession. However, CCaaS can make agents' jobs five times easier. With CCaaS, agents gain access to all client information in one location. They don't have to move between programs to complete their tasks. With the power of Artificial Intelligence (AI) in CCaaS agents will be assisted with knowledge about the conversation in real time.
This feature is not available in traditional contact centers or was cost prohibitive. Other siloed systems hold customer information, product information, and other data. This makes it difficult for agents to investigate consumer data and deliver tailored services to customers.
Track Analytics
Success is dependent on fulfilling critical performance criteria. Service Level Agreements, Customer Retention Rates, Customer Satisfaction and Average Resolution Rates are just a few examples of criteria that management can easily track and improve.
Genesys CCaaS Analytics Dashboard Example. Source: https://www.genesys.com/capabilities/reporting-integration-and-export
CCaaS evaluates business outcomes, providing organizations with actionable data that can be used to improve performance. With CCaaS, you can increase agent productivity, manage more effectively, understand your customers feelings after the engagement and satisfy Service Level Agreements (SLAs).
Customer Appreciation
Which of the following interactions will customers prefer: "Hello, Mr. Smith," or "What is your account number?" "How may I assist you today?"
We'd say the former with conviction. CCaaS provides agents with the account information and history required to connect with consumers more personally.
Customers are likely to feel more satisfied when agents have information at their fingertips.
Conclusion
Customer expectations have shifted drastically, requiring businesses to adapt to the new climate to sustain ROI. CCaaS is an excellent approach to develop high-quality customer service flexibly and effectively.
If you're looking for a Customer Experience (CX) Advisor that can deliver you the right solutions for your customer service and experience, BrantTel can help! Our company is paving the future of customer experiences and addressing challenges using new approaches with innovative CCaaS offerings. If you are considering a Customer Experience (CX) Transformation help us help you with our Digital Transformation Consulting services so our advisors can devise a strategy that fits your needs. Contact us today!