One of the fundamental points in good customer service is keeping up with the clients needs and opening any channel that they might desire to use to contact the company. This shows your potential buyers that you are very keen on helping them and welcome any means of communication. But don’t get me wrong, an update in customer service not only benefits the client (which is the ultimate goal), it’s also very beneficial for the team of workers in the company. Because when there is a bad customer service system there are negative impacts inside and outside the company. So why should you update your customer service? We’ll let Ghostbusters explain.
In the 80’s movie ‘Ghostbusters’ we see how Bill Murray and his group of geeky scientists take it upon themselves to save the town from ghosts. In their advertisement for their services we heard the now famous catchphrase “Who you gonna call? GHOSTBUSTERS!”. Well I think it’s safe to say that if Ghostbusters were still around a lot of people wouldn’t just be calling them on their phone. Clients now may prefer to use other channels to contact the company like for example live chat or social media. Maybe they would even try to solve their ghost problem all by themselves if Ghostbusters had a great Customer Portal on their website. Call centers need to up their game if they want to keep up with their clients.
Using Ghostbusters as a reference again, imagine if there were 3 ghosts that needed exterminating all at the same time but there isn’t a proper distribution and coordination system and all of the Ghostbusters go to get the same one. Chaos. That is what happens in customer service when there isn’t a good ticketing system. Agents can’t waste time arranging among themselves who should have one case or another. A ticketing system is primary to be efficient in the workplace, so that the agent only has to receive incoming calls and messages and just worry about solving the client’s problem.
How are we meant to improve in anything in life if nobody tells us what we’re doing wrong or what could be done better? In business this is the same. Supervisors need to know what the customers think of their service with feedback after their experiences. They also need to do how their agents are performing and in what areas is the team weaker so as to improve. All of this comes in detailed reports with analytics on everyone’s work. If we translate this into our Ghostbuster examples we could say that the only way to know if the customers are happy with their ghostbusting service is by keeping tabs on everyone’s job. Imagine that every time they go and exterminate a ghost they end up soaking everyone in green goo and it’s very unpleasant. If there are reports on those activities a supervisor could tell them to be more careful next time and therefore improve the overall experience of the service
What would be the point of a customer calling Ghostbusters if they don’t show up until a week has passed? As with the problem of ghosts, many issues a customer might have require an immediate solution. Emails are still very useful but they are no longer the channel for quick responses, answering an email could take an agent days. On the other hand if a customer were to contact the agent via live chat he would have the option to help him that moment. This is something that is very valued in customer service, especially in recent times when were are used to getting everything we need whenever we want with just a click of the mouse.
As it was mentioned before, clients could very well solve their own problems with an updated Customer Portal. This feature could reduce the number of tickets and have a more organised customer service. Also with a proper ticketing system and an simple dashboard where the agent can control everything, he or she could multitask and deal with more than one ticket at a time. This would also mean a reduction of the cases and a lighter work flow. Just imagine that Bill Murray could deal with two ghosts at the same time, there would be no ghosts left in town before we could even realise!
So after reading this now you know what you’re missing out on. Don’t wait any longer and ask yourself the question: “Who you gonna call?”. Rely on Zent.io to provide all of these services for a better, more efficient, customer service. Try out our free demo now!
Publish Date: September 26, 2017 5:00 AM
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...
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
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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.
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.
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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.
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
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:
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AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
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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.
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CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
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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.
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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.
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Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
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.
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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:
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