How Our Cloud Contact Center Supports Consumer Desire for a True Connection to Your Brand
Coming out of 2019, consumer behavior trends had made it clear that people were hungry for new ways to connect with the brands that were important to them around the clock. Business to business marketers were poised to address this need with increasingly complex chatbots driven by advanced artificial intelligence systems prior to the outbreak of COVID-19, and it was theorized that AI-driven chatbot use would be such a popular solution for customer service teams, that their use would increase 143%. With the challenge of economic recovery ahead of us, and businesses having to focus their operations and sales teams on converting leads into sales, the need to properly source and manage data acquisition channels has been elevated. In this blog, SafeCall briefly discusses the market’s shift towards automated customer service solutions, followed by an in-depth overview of the company’s cloud-based contact and call center solution.
Around the Clock Demand For Service Drives Innovation
Our always-on, perpetually connected culture driven by our ever-present mobile devices has forced companies who want to thrive in the new economy to find ways of providing world-class service to their customer base around the clock. This is in many ways also tied to the power of social proof marketing and the role it plays in social media. Customers who have an issue with your product or service will seek out your brand any time of the day or night, looking for at the very least acknowledgment and reassurance that someone will address their needs as soon as possible.
Organizations are increasingly leveraging new AI technologies that make chatbots capable of fielding these customer service issues and other complex marketing tasks successfully. They can reassure visitors to the website using natural dialogue and schedule a followup when an actual service agent is available, handle returns and exchanges, and other time-consuming but basic tasks, freeing up sales staff to build and maintain customer relationships.
The SafeCall Cloud-Based Contact and Call Center
As part of our cloud-based VoIP and business phone systems, we offer our clients access to tools that will automate their ability to respond by email, live chat, and text.
Integrated to Efficiently Capture Data
Our systems are designed to interface with clients and properly route them through your organization’s hierarchy to the proper extension with intelligent routing, and creates call-back queues during periods of heavy call volume. Throughout this process, our systems are helping your organization remain compliant with industry-specific regulatory requirements, including the recording and retention of customer interactions across multiple channels.
Interactive Voice Response
SafeCall’s systems utilize a robust interactive voice response (IVR) tool to assess and guide customers throughout the buyer’s journey. In the process, data collection is prioritized and fed back through your CRM and BI tools. This allows our systems to meet the needs of inbound traffic, reduce the workload on your employees, and leverage powerful survey tools to help improve the experience for future visitors.
North Carolina’s Trusted Partner for Business Phone Systems
When considering the transition to a cloud-based business phone system, SafeCall wants to remind our community that it’s important to remember that there are benefits that extend well beyond lower communications costs and improved flexibility for your increasingly mobile workforce. With our cloud-based contact and call center, our cloud-based phone systems provide the solid automated solutions consumers have come to expect and depend upon in their search for a true connection with the brands they deal with in their daily lives.