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The end of the year is headed towards us full steam. Before we know it, we’ll be in the hectic holiday season and then, bam! 2020 will be here. There’s nothing like the upcoming close to the year to create some urgency in your business. As a small business owner, you’re taking stock of what worked well this year and what can be improved in the upcoming year.
One area you should include in your annual planning is your customer service plan and how it can help you accomplish those lofty goals for next year. Focusing on the customer service your business provides is an exceptional way to boost overall performance and there’s no reason to wait! If you’re looking to really wow your customers in 2020, here are five simple ways to get started now.
Stay Available, Especially on the Phone
A lot of businesses, new and old alike, are forgoing the phone as a point of contact. This is a missed opportunity. It’s a fact that 81 percent of consumers prefer to speak with an actual person on the phone regarding service issues. In addition, providing a number for your customers to call allows your business to personalize their experience — no contact form ever did that.
It’s difficult for small business owners to deal with customer phone calls, or perhaps hiring in-house help isn’t in the budget. Outsourcing your phone calls to a live answering service is cheaper than hiring in-house staff and live answer agents are also customer service aces.
Get Social
Increasingly, social media is becoming a popular communication channel for customers. Whether you’re personally utilizing it or not, people are engaging with your brand via social media. Smart Insights found that 63% of customers actually expect companies to offer customer service via their social media channels, and 90% of social media users have already used social media as a way to communicate with a brand or business.
Furthermore, if your business isn’t on social media, it is imperative that you incorporate a plan for social customer service as a part of your overall customer service plan for 2020. Not only is it an expected channel for customer care, but it’s also a great way to engage with your current customer base and even gain new ones.
Incorporate Live Chat
Live chat is a huge value add to a business’s website and customers love it, too! In fact, 63 percent of online consumers said they were more likely to return to a website that offers live chat. The ability to chat with a business allows customers to ask questions while they shop, ask a quick question about how something works, or give instant feedback about your business. Not to mention, being able to type a quick solution is a massive time-saver since the end of the year is the busiest time for support agents.
One important tip: if you aren’t prepared to manage chat sessions all day long, make sure you note hours of availability on your site. This will ensure you don’t create a mob of angry customers who think you’re ignoring them.
Be Proactive
Never in the history of language has the word “proactive” had a negative connotation. Everyone appreciates someone who anticipates their needs. If you want an experience that will really wow your customers, it’s important to assess customer pain points so you can proactively help to avoid them altogether.
Maybe this comes in the form of sending out onboarding emails that include tips for getting started with a product. Maybe you create a knowledge database that covers every aspect of your product. Maybe you follow up with each customer within a certain amount of days from the time they purchase your product. Whatever you can do to create an easy experience will always dazzle your customers.
Show Your Appreciation
Your customers love you. They return to your business all the time and let you know they are telling everyone they know about your service. Wow! That’s a big deal. Not only does it feel good to please your customers, but they are also helping your business to grow. It’s time to give a little something in return.
There are several things you can do to show your appreciation to your customers, and what better time than the holiday season? Here are a couple of ideas for telling them how much they mean to you:
Help them to give back. Offer to donate a portion of each sale to a charity of your choice. Not everyone takes the time to volunteer. When companies offer to donate on a customer’s behalf, it’s a win-win.
Incentivize your business. A great way to say thanks to those loyal customers who have brought you even more business is to offer them incentives. Scale it to your business and tailor it to your industry.
Lock pricing for the most loyal. This is such a huge perk and feels extra luxurious to customers. They will feel like they are part of the in-crowd.
As you look back over the customer service you’ve provided in 2019, we are certain there are things you can improve upon. Taking the time to come up with a strategy to better serve your customers will create a more loyal faction, increase your customers and ultimately add to your bottom line.
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.
2.)
Premium Listing
iNextrix Technologies
iCallify iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution. This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.
3.)
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?
4.)
Adversus Dialer
Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
5.)
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.
6.)
Allstream
Contact Center Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
7.)
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.
8.)
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.
9.)
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.
10.)
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.
11.)
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.
12.)
Brook Trout Solutions
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business. We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones. We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
13.)
Callnfax
Voice & Video Services at the Speed of Business CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.
14.)
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!
15.)
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.
16.)
ContactCenter4ALL
CC4Teams Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.
For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams. The intuitive CC4... (read more)Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.
For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams. The intuitive CC4Teams user interface offers the same user experience you're accustomed to; your Contact Center agents will learn to use the software in no time.
Our Contact Center software is designed in close collaboration with people who actually use it. As a result, the user interface is easy to use and easy to manage. Using CC4Teams has proven to translate to a boost in your Contact Center productivity.
17.)
Contaque
Contaque VERVE Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!
18.)
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.
19.)
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.
20.)
CSX Cloud
CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
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