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3 ways UC tools help meet – and exceed – customer expectations - TEO Technologies - ContactCenterWorld.com Blog

3 ways UC tools help meet – and exceed – customer expectations

Customers are more demanding than ever before – especially now that many businesses leverage an omnichannel approach for their brand presence. Clients expect to be able to connect and resolve any issues with the company in a way that best supports their needs, as well as their preferences.

Unified communications have come a long way, and are now a powerful tool for not only meeting, but exceeding customer expectations. As demands for personalized and streamlined services grow, a robust UC system will help your organization differentiate itself from the competition while providing the best service for clients. Let's see how this is possible:

1) UC provides an array of choices for customer contact

Today's customers have significant expectations, and these needs only grow when it comes time for the client to reach out to the brand. When they look to contact you, it's important that they have more than a single phone number to choose from.

While a call center is still imperative, more clients are seeking other modes of communication, including live chat, email, text and social media. In fact, according to a study from MarketingSherpa, the vast majority of consumers – more than 70 percent – cited email as their preferred communication channel. What's more, a separate survey from Software Advice found that live chat is quickly becoming the top choice for simple queries and questions about shopping orders.

"Regardless of customer demographics or the nature of the service inquiry, a significant portion of the general public always prefers live chat to phone support," SmartInsights contributor Susanne Colwyn wrote, reporting on Software Advice's research. "For this reason alone – not to mention others like cost effectiveness and operational efficiency – businesses that don't have live chat on their websites now would be wise to at least consider adding it."

Overall, UC tools like high-definition voice and video calling, live chat and integrated email are crucial parts of responding to customers. These can provide the choice consumers are looking for, enabling them to utilize the channel they are most comfortable with to reach out to the brand.

Today's customers expect multiple channels for communication as well as quick responses.

2) UC allows for a quick response

UC technology can also help businesses get back to their customers as quickly as possible. As demands rise for fast, seamless service, this kind of capability is paramount.

As email is now the preferred communication channel, consumers that email their queries or issues to a brand expect a quick turnaround. And as more clients leverage this channel to reach out to a brand, this expectation will only grow. In fact, a study from eDigitalResearch found that 22 percent of customers will wait six hours for an email response, and another 44 percent only prefer to wait a single day. A response that comes after this time period can considerably hamper the customer's experience with the company.

"Two thirds (66 percent) of consumers are happy to wait one day or more for a response to their email," eDigitalResearch noted in its report. "However, the majority of large organizations currently have a waiting period of anywhere from 48 hours upwards. These results suggest that email customer service expectations are changing, yet many brands are failing to recognize this, leaving the customer frustrated by what they now consider to be 'slow' email customer service."

A robust UC system that includes integrated email can ensure that important client emails don't fall through the cracks. It's imperative that today's businesses use a solution that allows for email integration, enabling them to utilize a robust email solution alongside their UC portal. This propels customer service by helping to guarantee that users are aware of emails the moment they enter the inbox and can respond as quickly as possible.

"UC technology can help businesses get back to their customers as quickly as possible."

3) UC supports continual communication 

Customer Experience Insight contributor Michele McGovern noted that another top expectation of customers is constant contact that goes beyond simply "touching base." In fact, today's consumers prefer brands to reach out to them at certain intervals during the relationship to ensure that the shopper has had a beneficial experience.

A UC solution that offers numerous channels of communication can ensure that a brand has all the tools it requires to keep up with this growing need. For instance, a company representative can send an email to ensure a customer that a large order has been received. After its delivery, the brand can place a call to the customer to ensure their satisfaction. And if the client returns to the website, a live chat message can welcome them back and ask if they require assistance. This not only helps assure the customers that the brand is keeping their needs in mind, but can help provide a tailored experience.

To find out more about how UC technologies can help meet the changing demands of today's customers, contact Teo Technologies today.

Source: https://www.teotech.com/research/news/3-ways-uc-tools-help-meet-and-exceed-customer-expectations/

Publish Date: December 21, 2016 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
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Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
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Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
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Comfort Telecommunications

Smith Corona Headsets
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CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
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Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
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7.) 
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Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
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8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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