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Why Amazing Customer Service is Essential During a Crisis - Specialty Answering Service - ContactCenterWorld.com Blog

Why Amazing Customer Service is Essential During a Crisis

Under any normal circumstances, a stellar customer service experience is something most businesses strive for. Throw a global pandemic like COVID-19 into the mix, and suddenly, all sense of normalcy flies out the window. Pandemics and catastrophes aside, businesses that can provide exceptional service no matter what the circumstance are more likely to succeed against competitors. And from a customer’s perspective, I’m going to tell you why.

First impressions matter

At some point during the Great (not so much) Lockdown of 2020, I decided to adopt a dog. Of course, I went bananas shopping for her online. Toys? Check. Treats? Check check. However, when I ordered a new collar that was too big, I had to contact the business’s customer service department to process the exchange. As this was my first time shopping from this particular retailer, I didn’t know what to expect. Would I be on hold until the pandemic ended? Should I get something to snack on while I wait?

Before I could make a decision, I was being greeted by a warm, bubbly voice. Doloris was both professional and friendly, and she transformed a standard, run-of-the-mill interaction into an enjoyable customer service experience that felt like a breath of fresh air. In the midst of processing the return, she asked me about my pup, and she told me about her four-legged friend. We talked about the current pandemic and how we were both holding up, which helped personalize our interaction. She wasn’t just some voice on the other end of the line - she was an actual human who was experiencing many of the same challenges I was facing, such as adjusting to working from home and not being able to find any toilet paper.

By the end of the call, a new collar was on its way to me. I was told to donate the original if I didn’t want to ship it back (so awesome!), and I was smiling and laughing as if I were speaking with an old friend. That’s what I’d call an amazing first impression.

Positive experiences lead to positive online feedback

After I hung up the phone, I felt like I needed to tell everyone about my great experience. As someone who has worked in the customer service industry for years, I know how important positive feedback is. And research shows that 91% of consumers are more likely to use a business that has positive reviews. So, I went to social media to tweet at the company, insisting that Doloris be given a raise immediately! Most importantly, my review wasn’t incentivized, meaning that the retailer didn’t ask for my opinion in exchange for cash or freebies, which is a definite online review snafu, according to the Federal Trade Commission.

Now, I am just one person whose opinion may not seem to influence much. But did you know that businesses with nine or more reviews posted within the last 90 days earn 52% more revenue than the average business? Every review really does count! And small businesses thrive off of a strong digital footprint.

Word-of-mouth referrals mean more business

There’s no question that online reviews impact sales. But even more personal and perhaps more valuable is word-of-mouth marketing. As any basic business model can tell you, an increase in referrals means an increase in prospective customers. In fact, referrals are so important that many companies often develop referral programs for existing customers who bring in new business. For example, a property manager might knock a few hundred bucks off a tenant’s rent whose referral resulted in a signed lease. Or a burgeoning hair salon might reward a referral with a discount to both the existing customer and the new customer.

According to Mark Zuckerberg, Founder and CEO of Facebook, trusted referrals are the Holy Grail of advertising. So, how does a business get customers to refer them to their friends and family? They provide a flawless customer service experience. And how do they do that? By offering these three things:

  • 24/7 availability: We’re all well aware that emergencies don’t wait until business hours. Whether it’s 2 AM on Christmas morning or 3 PM on a Tuesday, offering 24/7 support is essential in showing your customers that you care.
  • Omni-channel communication: Offering support via phone, email, chat and/or carrier pigeon allows you to stay connected with more customers.
  • Professional and friendly representatives: Customers appreciate representatives who are polite, professional, and adept at problem solving. When you invest in a solid customer service team, your customers will invest in you.

Times are tough right now for small businesses everywhere. If your small business needs an extra hand with customer communication, sign up for our 2-week free trial to see what SAS can do for you.

Source: https://www.specialtyansweringservice.net/why-amazing-customer-service-is-essential-during-a-crisis/

Publish Date: July 14, 2020 5:00 AM


2020 Buyers Guide Omnichannel

 
1.) 
3Fiftynine

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This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

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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

3.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.


PH: 8005771872

4.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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PH: +1 305 766 3264

5.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
PH: 1-877-­305-0464

6.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

7.) 
CTCOMM

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8.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300

9.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

10.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
PH: 2816165711

11.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

12.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

13.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)
PH: +918866728362

14.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
PH: +1-773-325-0608

15.) 
Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
PH: +61 (0) 3.9008.1700

16.) 
Orbita

OrbitaENGAGE
70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage 
Virtual visits (via telehealth integration,)  andV oice Search and Voice SEO ,
PH: 617-804-5550
 



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Recent Blog Posts:
Why Amazing Customer Service is Essential During a CrisisJuly 14, 2020 5:00 AM
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