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Choosing The Support That Best Suits Your Business - Answer-4u - ContactCenterWorld.com Blog

Choosing The Support That Best Suits Your Business

Keeping up with the high expectations of your customers can be extremely difficult, especially when those expectations can be so diverse. Unsurprisingly, there has been a definite increase in automatic and self-service systems over the last ten years with customers taking an increasingly active role in their service.

Whether it’s self-service checkouts, transferring money or checking if a product is in stock, there seems to be no end to what customers can achieve without ever having to engage with a company directly.

Despite that, research continues to reveal that traditional relationships with customers, either via the phone or face to face, are still highly valued and wanted.

So what’s a business to do?

To help, we’ve outlined the three main support-models adopted by businesses and how they can alleviate pressures on staff whilst also keeping your customers happy.

1: Social Media and Chat Bots

Yes, it’s true that there’s no going back now where social media’s concerned. Whether it’s Twitter or Facebook, customers expect you to have a presence and more than that, they expect it to be an active one.

This approach is typically favoured by the younger demographic of consumers, who don’t feel that have the time or inclination to pursue what they want through the traditional channels of phone-calls or email. Social media (if done well) not only allows for the immediacy that has come to be expected by many consumers, but also empowers those who use it.

Take the most obvious example of complaints, there was a time where customers could write a letter maybe, or make a call, but that was the only way to lodge a complaint. How a company handled it was entirely up to them and there was no threat of any widespread backlash.

As we all know however, times have changed, and companies are all too aware that a badly handled complaint online can have big ramifications.

Not that this should stop you using social media of course, just stop you using it complacently. As we said, this support-system is typically for a younger demographic (though certainly not limited to) and if that’s the market you’re in it would be very wise to create this space for your customers.

Chat-bots are just as useful and can take the strain off your staff by dealing with simple, routine queries and processes.

The beauty is that  you only need a few people monitoring and shaping your social media presence, leaving the rest to deal with the day to day issues without worry.

Call Centres

As we said previously, while there is a definite shift in consumer ideals, the desire for basic human interaction hasn’t taken the hit people assumed it would and indeed, many people still report the phone as their most favoured method of communicating with a company.

The wonderful benefit of using a call answering service as a support to your business is that it’s much cheaper than hiring full time staff, and can be tailored exactly to your brand’s tone and style. Better yet, your staff can get on with their day while a team of people are dedicated to taking calls on your behalf.

The sort of consumers who typically want this sort of service are those who are dealing with financial, legal or technological queries or quotes. Any business that has intricate internal systems or complicated technology with the potential to go wrong, finds time and again that what their customers really want is an actual human to speak to, not a chat-bot or an FAQ page.

Self-Service

Needless to say if you’re a bank, a supermarket or a public transport provider, then self-service machines are undoubtedly a common expectation of your customer base. If we maintain that social media facilitates the need for immediacy many customers now feel, then by the same token, any business which has the potential to have customers lining up and waiting needs to also accommodate for that immediacy desire. No-one likes waiting in lines and your staff aren’t robots, there will of course be human error with peaks and lows in their performance, which can cause a problem if it’s holding everyone up by ten minutes at a time. Self-service machines meanwhile (while not infallible) can generally keep ticking over and act as a buffer when your staff are struggling.

So Which One?

This is blatantly obvious to answer for some businesses and a riddle for others. Generally speaking, social media is a support system that any business should be able to benefit from, even if you already feel your customer service manages fine without it.

On the other hand, self-service systems are the most niche perhaps, and can only be adopted by a few companies with the right business style and of course, the means.

Leaving the humble call centre. A great many businesses see a surge in communication when they branch out their lines of correspondence via phone lines, rather than just relying on email or letters. Even better, you often find that a quality call centre will have a plethora of additional services like diary management and disaster recovery, which will also work wonders in easing the strain on your staff.

Customer service is an ever changing terrain and that’s why we advise keeping an ear to the ground and adapting your business as you go.

Source: http://www.answer-4u.com/news/choosing-the-support-that-best-suits-your-business/

Publish Date: October 17, 2017 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017 5:00 AM
Our Call Centre ManifestoNovember 7, 2017 5:00 AM
Choosing The Support That Best Suits Your BusinessOctober 17, 2017 5:00 AM
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017 5:00 AM
What Makes Our Call Centre Different?August 29, 2017 5:00 AM
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017 5:00 AM
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017 5:00 AM
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017 5:00 AM
How To Handle Any CallMarch 28, 2017 5:00 AM
Call Answering Services: The MythsFebruary 7, 2017 5:00 AM

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