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To know’ is the art of exceptional customer experience - ResponseTap - ContactCenterWorld.com Blog

To know’ is the art of exceptional customer experience

Despite all the noise about customer experience in the press, great customer experience is still the exception rather than the rule in most cases.  That’s because more often than not great customer experience hinges on the ability of an individual to build superior relationships – connect, understand and respond authentically.  And as a consequence it’s rare.

The challenge for your contact centre is to create a consistent customer experience across all agents that is repeatable without being constrictive or forced.  After all, the personal relationship formed in those few minutes is still critical and you can’t rely on every agent you recruit being exceptional, all day everyday.

Consumers are impatient, demanding and critical.  ‘More than half of US online adults will abandon their online purchase if they cannot find a quick answer to their questions; 69% of online consumers move to another channel when online customer service fails….’[1]

But how easy is it for a customer to hop from one channel to another without breaking the chain? In most cases it’s not.  The lack of integration between your channels means inconsistent experience and service, increased costs and a rapid decline in customer satisfaction. 

Recent Forrester data shows that in the past 12 months 83% of US online consumers used the phone for service[2].  That might be for help with information about a product, help to complete a sale, to make a return, or to make a complaint.  The list is endless. But the reality is – the journey started online.  The experience started online. 

[1] Legget, K. (2016, April 11). Transform The Contact Center For Customer Service Excellence. Forrester Research, Inc.

[2] Ibid, 1.

When a web visitor picks up the phone, they have to start again, explain what they are looking for, where they got to in the journey and why they are stuck etc… it takes time and effort and unless the sales agent is the right person first time, you are going to get passed on until someone finds you the right person. Which means, explaining it all again.

 Forrester: also cites this as an issue:

‘Customers want an accurate, relevant and complete answer to their question upon first contact with a company and they want effortless transition across multiple touchpoints (web, tablet, in-person etc.) from the channel of their choice (e.g., voice, chat, email or social) without having to repeat themselves. ’[1]

We created the ResponseTap Salesforce App to empower your call centre agents to have better conversations – immediately. No need to pass the call around. No need to make the caller explain everything ten times.

Every sales agent is given the precious gift of knowledge and insight – right there within their Salesforce window.

With the RepsonseTap App your sales agent will be able to:

  • Choose to accept the call – based on web history / known or unknown caller.
  • Start a conversation based on source and/ or web history. For example: They can see the caller has looked at Interest free credit, plus sofas and then 3 piece suites.
  • See offers or ‘Next Best Action’ instructions approved for this caller or product– e.g. offer extra set of covers 30% off. Or upgrade to xxx Suite with 20% discount.

     

Interested in hearing more?

Source: https://www.responsetap.com/blog/post/to-know-is-the-art-of-exceptional-customer-experience/

Publish Date: May 12, 2016 5:00 AM


2020 Buyers Guide IVR

 
1.) 
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.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



View more from ResponseTap

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New call-tracking revolution: Post Visit Call re-attribution from ResponseTapMay 17, 2016 5:00 AM
Putting marketing influence deep into the sales cycle with prescriptive analyticsMay 16, 2016 5:00 AM
To know’ is the art of exceptional customer experienceMay 12, 2016 5:00 AM
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