The Talkdesk Advantage: Intelligence for Your Agents and Customers - Talkdesk - ContactCenterWorld.com Blog
In an economy where customers have a lot of product options, a personalized touch can make all the difference. In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history.
The ability to have intelligent, personalized conversations with customers is the reason we at Talkdesk are equipping agents with a smarter contact center platform. We do this through a number of features, including Advanced Routing, Sentiment and Mobile Context.
Have Personalized Conversations with Advanced Routing
This starts before an agent even answers the phone. Our Contact History feature supplies agents with information that 75% of customers agree improves interactions — their name, data about all previous calls or support requests and purchase history. Your company should be gaining the upper hand with quick wins and the loyalty this feature establishes with customers.
Likewise, in a world of unpredictable connectivity, it’s common for customers to suddenly lose service and need to call back into your contact center. However, with most call center software, a dropped call means having to start over at the beginning of the queue with a new agent. It’s a quick way for a customer’s frustration to escalate. Talkdesk understands this and has recently added Intelligent Reconnect which allows for conversations to seamlessly continue after a dropped call. If a caller is disconnected while speaking to an agent and calls back within five minutes, Intelligent Reconnect automatically routes the customer back to the agent who picked up the initial call. If that agent is no longer available, the caller will get placed at the front of the line to minimize wait time and customer effort.
Have Intelligent Conversations with Sentiment
Talkdesk’s Sentiment feature now equips your contact center with the opportunity to capture a customer’s mood after each call from both the customer and the agent’s perspective. Capturing a full picture of a customer’s happiness from both points of view is incredibly valuable information to have for a couple of reasons.
First, in regards to the the customer, it can provide key insights on how best to approach a conversation with that customer on their next call. Immediately after a call ends, Talkdesk sends the customer a user-friendly SMS survey, which has statistically shown to be a low-friction communication channel and one that gets a substantially higher response rate than traditional IVR surveys. Our customers see a 30% response rate on average through SMS surveys compared to the typical 2-3% response rate through traditional email surveys. This faster and effective follow-up tool gives your agents feedback on a customer’s mood in the moment, not hours or days later.
Second, having metrics on both sides of the conversation provides supervisors with individualized training opportunities. If an agent thought a conversation went well, but the customer did not, it creates a specific and immediate training opportunity. Moreover, with Talkdesk’s Call Recording feature, a supervisor can instantly pull up the call recording to playback with the agent and have a faster and more intelligent training experience.
Have Smart Conversations with Context Platform for Mobile
Just as agents appreciate Talkdesk’s Callbar feature that offers a simple and easy way to call customers, customers also appreciate being able to contact an agent by the simplest and smartest means possible. Talkdesk’s Context Platform for mobile allows agents to identify, authenticate and deliver the right content in the right context for customers. Likewise, Talkdesk’s SMS feature enables agents to communicate with customers directly about tickets or cases.
Smart service delivered quickly is what is impressing and winning customers today. To learn more about how our intelligent features can create smarter conversations for your agents and gain loyalty from your customers, click the button below and get connected with one of our experts.
Publish Date: September 27, 2017 5:00 AM
2020 Buyers Guide Call Routing Optimization
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