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How Technology is Changing Customer Service - PATLive - ContactCenterWorld.com Blog

How Technology is Changing Customer Service

Your clients’ expectations for customer service have shifted dramatically in the past decade. 

The internet and all that comes with it have allowed for more businesses to flourish despite geographical constraints (thus creating a buyer’s market) and made it easier for brands to offer superior customer service if they wanted to go the extra mile. 

As a result, customer service is now a defining factor in how users perceive your business, and it’s essential to your business’s success. More customers than ever are looking at customer service when deciding who they want to do business with, and it’s crucial for client retention. 

Technology has clearly allowed customer service to take center stage, but it’s still continually shifting what customer service looks like and what customers expect. In order to help you stay up to date on all the latest trends, let’s take a look at each one and how you can start implementing them today.

Real-Time Messaging is Replacing Delayed-Response Methods like Email 

You’re likely familiar with the experience of navigating to a new website and seeing a live chat box pop up within seconds, with a helpful AI bot asking how they can assist you. 

Live chat and other real-time messaging options are becoming increasingly popular, and are slowly edging out delayed-response messaging solutions like email or help desk systems. While these options do still have a place in customer service, make sure that you have the staff and tools you need to offer exceptional support through phone calls, live chat, social media messaging (including comments on public posts), and even texting. 

If you need help handling an influx of customer service requests, consider outsourcing where you can. PATLive, for example, can guarantee that every phone call to your business is answered in three rings or less so that no customer is waiting on hold and at risk for hanging up. There are also marketing agencies that specialize in social media engagement and community management, taking some of the burden off your team. 

AI Solutions Streamline Customer Service Efforts 

Remember those artificial intelligence (AI) chatbots we mentioned in the last section? They’re becoming more prominent in customer service, and that’s a huge asset to customers and businesses alike when they’re used correctly.

AI customer support like chatbots and smart help desk solutions are valuable to customers who want near-instant service. They can get the ball rolling for your staff, quickly answering common questions like “what’s your return policy” or “how much are your monthly subscriptions” in a few seconds or less. 

It’s important to note that all customer service shouldn’t be handled by AI. Instead, it should only be used to support your customer service team, quickly managing simple-but-common questions that could slow your team down so that they can handle more involved customer concerns that actually require one-on-one attention. 

Customer Service Can Now Be Improved Through Data Analysis 

There are now tools that you can use to derive data from your phone traffic, especially when you’re using virtual business numbers like Tresta’s

They’ll provide real-time call recordings and analytics to help you assess everything from which representatives take the most calls to what solutions may benefit you most. You can also see which individual marketing channels are driving the most phone calls to your company, easily assessing which platforms benefit you most. 

The more information you have about your call traffic, the more you can optimize the service you’re delivering. If you notice an increase in calls during the holidays or around product releases, for example, you may realize that you need to expand your team temporarily or hire more help through outsourcing during upcoming release periods. 

Self-Service Is Increasingly Important 

Instantaneous is the name of the game in customer support right now, especially since no one wants to wait for help when whatever they bought from you isn’t working correctly. 

Quick troubleshooting and fast answers available online instead of a basic “support desk” where someone only has the option to send an email and wait 24 hours is becoming more common. You can have an extensive support selection that’s a little like a massive FAQ, going over common issues and sharing answers, troubleshooting tips, and the next steps that you can take to resolve the issue.

Again, this offers instant connection and help to your customers in a convenient way, while still freeing up your own customer support team to handle other customer inquiries that require their direct attention. 

Representatives Can Use Improved CRM Tools to Offer More Personalized Service 

Customer relationship management tools are more advanced than ever before, making it easier for businesses to efficiently track each individual prospect, lead, and customer and their individual relationship with them. 

Your sales team and your customer support team can use these tools to better track what they know about each individual customer so that they can personalize customer service moving forward. This includes quickly reviewing the past concerns each customer had individually while on the phone with them, and what resolutions have or haven’t worked in the past. The ability to understand a customer’s past history with your business is essential to offering truly personalized service, which is the best type of service you can offer. 


Technology has made customer service a bigger deciding factor in who customers want to do business with while simultaneously making it possible for businesses to live up to these heightened expectations.

All businesses need to be putting customer support as one of their top priorities, just as they would prioritize the quality of their products or reliable shipping. Customers will take note if they’re getting less-than-ideal support, and they’ll immediately leave for one of your competitors instead. Make sure that you’re staying up to date with all the new technology and changes it’s causing to stay competitive and keep your customers happy.

Source: https://www.patlive.com/blog/technology-customer-service/

Publish Date: March 18, 2020 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

4.) 
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:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

8.) 
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!
PH: 833-427-7488

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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