There are a variety of digital systems that a company needs to ensure sooth operational flow, efficiency, and productivity. The actual types of software will vary depending on the industry, but some of the most essential ones include accounting software, project management software, communications software, and customer relationship management (CRM) software.
You may also consider adding robust contact centre software to your company’s lineup of digital systems. It might seem unnecessary or exorbitant, particularly for small- to medium-sized organisations, but it’s actually quite useful for streamlining customer service.
Do note that a contact centre software is different from a call centre software. While a call centre software is geared towards managing inbound and outbound calls, a contact centre software is omnichannel. Aside from calls, a contact centre software also allows you to manage data from and communications through email, social media, text, and voice over IP. This provides plenty of benefits, including the following:
It Streamlines Customer Service
With the advent of the digital age and the lightning-fast way in which technology evolves, customers have come to expect quick, efficient service from businesses of all shapes and sizes. This is perhaps most true when it comes to responding to inquiries and handling complaints. When a customer gets in touch with you, they will expect you to respond in a timely manner if not immediately.
On most days, this isn’t so much of an issue. Indeed, it’s not unusual for customer service representatives to handle an average of 10 calls per hour. However, keep in mind that customers now have more platforms available to them than ever before. This means that there are not only multiple messages to monitor, but also multiple channels. On a heavy business day, these factors can affect the timeliness of your responses.
Fortunately, contact centre software can streamline the flow of messages. Whether the customer is coming from the company website, your social media channels, or your telephone hotline, all the data will be funnelled into one database. This lets you know of the customer’s journey, allowing you to also choose the best method to get in touch with them regarding their concerns.
It Centralises Data
It’s not only customer service representatives who need access to customer information. These details are also relevant to account managers, strategic planners, and marketing executives, among many others. Fortunately, contact centre software keeps data from multiple sources in a single repository. This makes it easier for anyone concerned to review the most updated customer information, including the status of their queries and how they have been resolved.
With convenient access to complete and correct data, you will have a better, greater understanding of your audience. Ultimately, you’ll be able to develop more effective products, strategies, and marketing campaigns to boost your earning potential.
It Secures Data
There are plenty of insights you can derive from customer data. From their shopping history to their demographic profile, knowing all about your customers will make you a more effective, productive business. As such, it’s important to keep your data secure. Otherwise, you’ll lose not only a valuable resource, but also your customers’ trust.
The good thing about using contact centre software is that it comes with built-in security features. These include cloud backup and data encryption, which help ensure data safety and privacy.
It Improves Agent Efficiency and Response Time
Because contact centre software helps your customer service agents prioritise and identify the most immediate concerns, they’re able to perform much more efficiently. This also allows one representative to handle multiple communication channels at a time with ease. In turn, this free ups the bandwidth of experienced agents who are tasked to handle urgent calls.
Using contact centre software also ensures your availability 24/7 without compromising the quality of your service. This can be accomplished through the use of appropriate bots and other automation options. What’s even better is that these applications are also useful within your organisation. For example, you can create extensions for your project management app for easier data sharing and messaging.
It Provides an Exceptional 360-Degree Customer Experience
No matter what type of business you have and what industry you’re in, customer satisfaction is one of the defining factors of your success. In short, you must always endeavour to provide the best possible experience for your customers.
Obviously, this is a multifaceted aspect of service. That said, communication is an important part of it that contact centre software can greatly improve upon. Whether a customer sends an email or calls the hotline, using such a solution will ensure that you’re able to connect and conduct fruitful conversations with them. With fast, thoughtful, and helpful support from your team, you can deliver exceptional service every time your customers reach out to your company.
As you can see, contact centre software is a valuable tool even if your company isn’t a contact centre. Remember: you always have to put your best foot forward to attract customers. With contact centre software, you can maintain an image of professionalism and live up to your promise of delivering quality service.