How Effective Is Your Cloud Contact Call Center?
As we reach the end of the year and COVID-19 continues to dominate, businesses continue to shift their customer support practices across the economic landscape to best meet changing expectations. Themselves forced to work remote, many clients still continue to expect and demand the level of support they received pre-pandemic, and from channels your business might not be prepared to engage.
In this blog, SafeCall explores the importance of engaging customers effectively through platforms such as a cloud-based call center. Through our cloud center, our remote service agents meet client requests through cutting edge technologies to engage and problem solve.
Clients Are Engaging From All Sides
In the past, you could pretty much count on customer interactions to take place via a phone call or through email. As other digital tools have emerged and social media’s role in client interactions increased, businesses have shifted to cloud-based platforms to meet demand. Through the cloud-based systems, a number of benefits and avenues of contact emerge.
Stay Compliant, Keep Proper Documentation
Depending upon your industry, there’s a likelihood that keeping track of client requests and communications might be something your organization would be responsible for tracking. Cloud-based contact centers can manage call recording across multiple channels as well as keep records of all digital SMS messaging that takes place over the network, ensuring compliance in all forms of communication.
It’s Not Just Email and Phone Calls
In the modern era, you need a contact center solution that can engage customers across multiple platforms. A properly deployed cloud-based solution can provide tools that will allow your call center personnel to engage across cutting edge technology solutions.
Voice calls can be fielded by life personnel across all time zones to ensure client needs can be addressed in a timely manner. As a precursor to talking to one of our client professionals, SafeCall utilizes Interactive Voice Response systems to gather and filter client queries to the appropriate department.
Texting has become a driving force when it comes to customer engagement, but those customers who use the platform want real interactions and solutions to their problems. Powerful AI-driven chatbots can handle early engagement, and then redirect texters to live agents able to solve or address the reason for the chat if automated responses aren’t sufficient.
Get the feedback you need through integrated surveys and CRM management that allows the data to be gathered, filed, and retrieved all from the same interface.
SafeCall’s Cloud-Based Contact Center Meets Modern Demands
Customers are demanding ever-increasing levels of customer service, regardless of your business’s current status relative to COVID-19. Whether your workforce is remote or working some hybrid of in the office and in the field, the demand for quality service and attention is at an all-time high. Augmenting your existing IT deployment with the addition of SafeCall’s cloud-based contact and call center services ensures your brand can meet customers on equal footing and exceed their expectations every time. To learn more about this and other cloud-based business phone service solutions in Charlotte, reach out to our team for an in-depth consultation to determine your current needs.