The 15 Most Fantastic Steps to Improve Your Customer Service

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. Here are 15 critical tips for striving for the best.

1. Take agents who enhance you…

If the customer service is considered as the showcase, it is above all the agents who represent you. The latter must take care of the substance as well as the form, by practicing an active listening of the customers first. The agent must never be haughty, familiar or vulgar, and must avoid technical jargon. Above all, he must show patience and understanding.

2. … And value your agents.

Working in a customer service is not always easy, so the manager must be grateful and value his employees. The way you manage your employees will necessarily reflect on the quality of the exchanges with the customers. A considered employee will have more determination to satisfy the customers.

Setting SMART goals, bonuses, transparency of results and sharing positive customer reviews is a good way to keep motivated and successful employees.

3. Multiple communication channels for your customers.

Do not just offer the phone to your customers. Most of them are looking for simple information that they would appreciate being able to find on their own. Many customers abandon their purchase when they are forced to call for information.

Email, SMS, chats, extranet, Facebook… many channels exist to promote fluid communication between your customers and you. Train your agents in the management of these communication supports which will facilitate the exchanges and will allow them to avoid the redundancy of the telephone call.

4. Set up a CRM solution.

A CRM tool, including a history of exchanges (calls, emails, letters…) is essential for the success of your customer service. Thus, customers will not have to re-explain their case, each time, and will not feel like a number. Your CRM must be linked to your mail… in order to centralize all exchanges and information.

5. The client before everything!

First, do not make the customer wait for hours online! Suggest that you call him later. The feeling of impatience will be reduced. Be careful not to make promises that you cannot keep. If you signify to the customer that he will be recalled during the day, and you do not do so, his customer dissatisfaction will be even stronger.

Also, remember to always listen carefully to the customer! Let him speak, he needs to express his problem. The customer always feels that his problem is unique, he needs attention before anything else… Keep it in mind!

6. Build a telephone argument.

To build your pitch, you should list the objections or remarks of the most common customers. Prepare a counterargument for each of these objections. Be careful, however, never to treat an objection before it is formulated. The discussion must remain natural and fluid.

7. Always leave a margin of autonomy to operators.

It is important that your agent can be autonomous in his decision making. Similarly, it is dangerous to develop a detailed script for a typical call. The agent may not feel comfortable, and the conversation will not seem natural. It is better to elaborate a frame, to give the decision-making lines and a part of autonomy to the agent. Thus, he can interact with his interlocutor and his mission will be much more rewarding.

8. Train in managing angry customers.

It’s not always easy to find an angry customer on the line. To manage them, it is better to let them talk at first. The agent can then enter into a more peaceful discussion with the client. Active listening will calm the client and build trust.

The goal is not to enter into a battle of argument with him: identify the problem, and if it’s your fault, excuse yourself and do the necessary. If the fault is on the client’s side, then it must be shown to him calmly and factually that he may have been mistaken. It’s all about empathizing.

9. Set up smart FAQs…

Many customers want information anywhere, anytime. 72% of consumers prefer to solve their problems themselves without going through customer service. Calling a customer service can be restrictive (waiting time, opening hours of the hotline…) and will drive many customers and prospects.

Most calls are for low-value applications (opening hours, return conditions…). The establishment of a centralized online knowledge base (Smart FAQ) reduces the number of calls by 40%. Accessible online 24 hours a day, it allows customers to find the information they want and advises them to focus on more demanding requests (order taking, recovery of dissatisfied people, etc.).

10. … And complementary solutions.

There are also other solutions, such as community chats. Customers can help each other online with simple questions. There is usually a system of compensation for customers who offer their help. Even if it is not 100% manageable, the client-to-client discussion can often engender a stronger trust.

There is also the solution of chatbots, very popular now. This solution allows you to filter the simplest requests through the AI. However, we think that AI can never equal the man for the customer relationship, it is a solution that must remain complementary.

11. Enhance the relationship with customers who express their dissatisfied.

Do not forget it: 96% of dissatisfied customers do not come back to the company. A dissatisfied customer who contacts you offers you the opportunity to recover it. Remember to always say “Thank you for drawing my attention to this topic”. A customer who has been listened to and proposed a solution is a customer who will probably come back.

12. Identify your clients ‘’Ambassadors’’.

Thanks to the NPS but also during the telephone interactions, it is possible to identify the “fan” customers of the brand. They can then be targeted in marketing campaigns. You can also encourage them to testify in writing, by filing a customer notice for example.

13. Set up satisfaction surveys.

In order to evaluate the quality of service offered and to act accordingly, it is essential to set up a system of satisfaction surveys. We will solicit the customer just after his interaction with the customer service (with an SMS, an email, a widget…), and ask him for feedback on his experience.

Respondents will be able to estimate their intention of recommendation on a scale of 0 to 10. Thus, we can measure the level of satisfaction that customer service provides and identify areas for improvement. To learn more about the NPS, it’s here.

14. Manage your teams with inquiries.

Collected customers feedback can be a source of management. With positive reviews, you can value and motivate your operators. On the contrary, the negative opinions must be vectors of improvement of the quality of service. The goal is to make the whole company customer focused, that is to say, to train each employee in a customer satisfaction process above all.

15. Recover the dissatisfied.

It is much more expensive to acquire a new customer than to retain an existing one… This has been said many times… Think about it! A dissatisfied customer, who speaks over the phone, or via his NPS rating, must be the subject of recovery campaigns. Sometimes an attention or a commercial gesture makes it possible to regain the confidence of the customer. Make your customer service a source of ROI!

To end…

Here are our 15 tips for managing and improving your customer service. This is the showcase of your business… think of highlighting it! Effective customer service generates satisfaction and recommendation… Do not forget it!

Following these customer service tips will improve customer’s perceptions about your business. It is no longer acceptable to have an average service when both you and the client have so many tools at your disposal. Maintaining a good relationship will benefit you in the long term, by improving customer happiness and establishing loyalty to your brand.

Customer happiness is the key to business success, and as long as the customer makes purchases, it always will be.

At Call Center Pros, we have in consideration all these aspects of customer service. Connect with our consultants today. You can call us directly at 800-789-CALL, or go to our customer contact form. We’ll reach out and start working with you ASAP. Thank you for considering Call Center Pros for your call center needs. We look forward to improving your business today.

Source: https://callcenterpros.com/the-15-most-fantastic-steps-to-improve-your-customer-service/

2021 Buyers Guide

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Cloud Contact Center Solutions

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1.)

Accordia Solution Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs. Are you ready to provide exceptional customer experience? https://accordiasolution.com/

2.)	Adversus Dialer Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.)

Alcor Consulting, Inc. HoduCC/VoipCor Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.)

Alvaria Alvaria Cloud Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

5.)

Alvaria Noble Contact Center Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

6.)

Amtelco Genesis Intelligent Series Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

7.)

Arise Virtual Solutions The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

8.)

Astute Solutions Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively. - Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen. - Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence. - Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.

9.)

Britannic Technologies INBOX INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

10.)

Brook Trout Solutions CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you!

11.)

Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time. https://callcenterstudio.com/

12.)

Call Tracking Metrics CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.

13.)

CallShaper CallShaper Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale. Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency. With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

14.)

Cloud Call Center Search From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations. http://cloudcallcentersearch.com

15.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

16.)

Connex One Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA. https://www.connexone.co.uk/

17.)

Consilium Software Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more)Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully-featured services from data centers globally. Millions of customers including the fastest-growing startups, largest enterprises, and leading government agencies are using AWS to lower costs, become more agile, and innovate faster. As a member of the AWS Partner Network (APN), Consilium is focused on technical proficiencies and customer success in rapidly building and launching Amazon Connect based contact center solutions. With over 33 years of experience in the contact center industry, workforce management, Artificial Intelligence AI, and CRM platforms, Consilium is uniquely positioned to help clients blend the newest technologies and cloud adoption, which is the natural path at this stage of the COVID-19 crisis. We have helped some of the world’s leading enterprises migrate their contact centers to Amazon Connect and the AWS platform. Our consultants have experience in architecting and building large-scale solutions that are well-integrated into customer processes and high on user experience. Amazon Connect delivered by Consilium is an open platform that can easily integrate with multiple CRM's, workforce optimization (WFO), or workforce management (WFM) tools to provide conversation history and real-time context to agents so customers don’t have to repeat themselves, improving customer experience (CX) and reducing resolution time. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time to better understand trends and improve customer service. It’s all about delivering a stellar customer experience that imprints your company’s image on your customers’ minds, much like the rave reviews won by Amazon’s own customer service, which also runs on Amazon Connect globally. Benefits at a glance • Personalizing the customer experience Amazon Connect is AI-enabled by default, to automate interactions and provide real-time context to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • Easy to Use Amazon Connect is so simple to set up and use, with only a few clicks, organizations can set up an omnichannel contact center and agents can begin talking and messaging with customers • Pay as you go As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments. • Omnichannel Experience Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. • Seamless 3rd-Party Integrations Amazon Connect provides built-in integrations with 3rd party CRM’s, workforce optimization (WFO), or workforce management (WFM) tools. • Cost-effective Amazon Connect is helping companies save up to 80% over traditional contact center solutions. With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance. • Reliable Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world.

18.)

contactSPACE contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

19.)

Content Guru 𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform. Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

20.)

Convoso Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including: *Caller ID reputation *Call flagging/blocking *Low contact rates *Limited insight into list performance *Time wasted resetting lead lists *Dropped calls *Poor answering machine detection Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

 

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