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How to Speak with Customers Per Platform: The Ultimate Customer Service Guide - A Better Answer - ContactCenterWorld.com Blog

How to Speak with Customers Per Platform: The Ultimate Customer Service Guide

When you manage a seemingly endless number of customer service requests each day, it’s easy to lose sight of the importance of each client interaction. With the business landscape becoming increasingly competitive year over year, delivering quality customer service can directly impact the success of your company. For customers on the receiving end, a single interaction with your company can completely alter their perception of your brand and services. Delivering poor customer service will not only damage your business’s reputation but it could have a direct, negative impact on your revenue. Because companies now communicate and engage with customers on a multitude of platforms, it’s essential to follow best practices for each one. 

Here’s a look at how you can amplify your customer service and implement best-in-class practices on the following 3 platforms: phone, email and social media. 


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Customer Service via Phone 

Answer Quickly

Do you enjoy being kept on hold for an extended period of time? Heck no. Neither do customers. Always answer the call within two rings - this will help you begin with a great impression (especially if they’re calling your company for the first time). 

Let’s See Those Pearly Whites

Even though your customer cannot physically see you, if you smile when you talk, it’ll naturally create a pleasant and positive tone of voice. You’d be surprised how big of a difference smiling on the phone can make. 

Keep Your Greeting Concise

When receiving an inbound call, the first thing your customer expects is to be greeted by the company they intended to reach. For example, “Good morning/afternoon/evening A Better Answer, this is Mary, how may I help you?” So, keep it brief and help the customer get to their desired destination as quickly as possible (without being rude, of course). 

It is also best to provide a name so the customer knows exactly to whom they are speaking. It creates more of a personalized experience. 

Did You Just Interrupt the Caller? Gasp!

That’s a serious customer service faux pas. Never interrupt a complaining customer while they’re airing out their grievances. Your blood pressure may rise. You may have to bite your tongue. But as hard as it may be, it’s an essential part of creating a good experience for your customers. Staff should be trained to make sure all customers feel like they have been heard and understood. You need to make sure the customer feels like they are being heard and well taken care of. 

Always Keep the Customer Informed 

Your customer should always be in the know. Train your team to provide the client with a list of action items and next steps, followed by an expected timeframe that’s longer than necessary. 

Why? Because this gives you an opportunity to remedy their problem faster than anticipated, which makes it look like you really went to bat for them. This is how you create loyal customers and retain business. When you take longer than you stated, they’re going to be oh-so-angry with you.

Here’s an example of what you could say:

“After we hang up, here’s what I plan on doing. I’ll give the supplier a call and I’ll let them know you need another chair. Shipments to our store from the factory typically take a week. When it arrives, I’ll give you a ring, so you can either pick it up or have it shipped directly to you. In the meantime, I’m going to send you a return label for the damaged item. The new chair should arrive within two weeks. Again, I’m sorry for any inconvenience this has caused you, but I’m happy we were able to resolve it for you.”

Handle Angry Customer Like A Pro

First off, telling someone to calm down is not only rude, but it’ll most likely have the reverse effect and drive the customer into an even angrier state. Always respond to irate customers using reassuring language, such as “I can understand how you feel” or “wow, that’s incredibly frustrating!” This shows you empathize with them and you fully hear their complaint. All a customer is really looking for is to be understood and have their problems resolved. 

Customer Service via Email

Humanize Your Conversations

Personalize your interactions with the customer. Don’t view emails as transactional but rather as a conversation between two people. Clients want to feel they’re communicating with a real human being - not a robot or automated company messaging service. Use your name, have your photo in your signature and ensure you’re creating a relatable, authentic customer service experience. 

Remember to Say Thank You

Despite what you may think, a customer complaint is a golden opportunity to fix something other customers may experience (or have already experienced) - essentially helping your retention rates with other clients. Showing gratitude in business is a huge way to separate your brand’s customer service from a competitor. A simple “thank you for bringing that to our attention” holds a lot of power and will ultimately strengthen your relationship with that client. Always make sure your customer walks away from a conversation knowing you’re very appreciative of their feedback good or bad. 

Recommend a Fix or Promise a Result, and Deliver

Your customers can feel unimportant if they have to send you a follow-up email to check on the status of their request. That’s a serious palm to forehead moment. Whatever organization tactic works for you - whether it’s adding a note to your calendar or creating a task in your company’s CRM - make sure your customers know what to expect and deliver on your promise. 

Replace Negative Language with Positive Words 

The words you choose to you can have an immense impact on the way your customers interpret your emails. Make a concerted effort to replace any negative words with positive ones.  

Here’s an example:

Before: “Actually, you can just do this within the settings tab.”

After: “I’m happy to help! You can do this by clicking on the settings tab in the upper right-hand corner of your screen.” Feel free to add some personality or use a smiling emoji if you’d like (of course, only if this seems appropriate). 

Customer Service via Social Media 

Choose the Right Platform for Your Business

You need to go where your customers are. By using the social channel(s) they’re comfortable using, you’ll be able to deliver a more effective support experience as you’re leveraging their preferred network.

Be Quick with Responses

Our digital ecosystem has created heightened accessibility to social media. People can connect and interact on social platforms from virtually any location or device. This face-paced, “always-on” mentality has changed expectations among customers. 

Did you know that 42% of consumers expect to receive a response within 60 minutes on social media? That means, when it comes to social, your team should be making an effort to address complaints, inquiries, and reviews as quickly as possible to meet these expectations. 

Use the Right Tone of Voice

Just as in an email, your tone of voice is an essential part of providing excellent customer support. This can sometimes be challenging to pull off when platforms, like Twitter, impose character limits on Tweets. To get your tone just right, you should always tailor your language to mirror that of your customers

For example: Are they using slang, emojis, or exclamation points? If so, this means you can reciprocate in a similar manner, but always remain professional.

Likewise, if your client sounds frustrated or angry, you want to turn up your empathy and communicate in a tone that’s reassuring, understanding, and apologetic. 

Know When to Take the Conversation Offline

While it’s crucial you always listen and respond to your clients through social networks, there will be times when the issue at hand simply cannot be resolved within the platform. When these circumstances arise, it’s perfectly fine to transfer your communication to another medium, such as phone or email.  

In order to accomplish this, you need to handle it the right way. Simply directing your customer to email or call for further assistance is going to come off as apathetic, rude, and lacking empathy. No customer wants to just keep getting passed from one person to the next, or one channel to the next, with no actual action taking place to help resolve their issue. Instead, you want to come off as eager to help, using a friendly tone and demonstrating you truly care for the customer and helping them come to a resolution. 

Final Thoughts

Let’s face it: There’s always room for improvement when it comes to customer service efforts. 

Because the level and quality of your customer service will ultimately dictate the success (or downfall) of your business, you may want to consider employing the help of a professional answering service who have the expertise to not only handle customer service initiatives but they are trained to handle a variety of situations - from the good, the bad, the ugly - when it comes to speaking with your clients. What’s more, they are typically cheaper than hiring an in-house customer service rep. So, why not give it a try? You can elevate your customer experience to a whole new level with the right talent and techniques in play. 

Publish Date: December 16, 2019 5:00 AM


2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

5.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

6.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

7.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

8.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

9.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

10.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

11.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

12.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

14.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

15.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

16.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12



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