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Article : Tips for Midsize Companies to Win the Cloud Customer Service Game

#contactcenterworld, @brightpatternus

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience. Forrester’s 2015–2018 contact center report stated that customer experience is no longer improving despite improvement and innovation with vendor technology.

As a small-to-medium sized business (SMB), it may be easy to think small budgets and small teams make it impossible to invest in innovative omnichannel software and provide customer service as well as the larger competitors. But in this week’s webinar, Bright Pattern’s SVP of Marketing, Ted Hunting, and IQPC CCW Digital’s Brian Canton, shared tips on how small and midsize companies can compete and win the cloud customer service game.

TIP #1: Get Your Top Two Channels Working as One

The hardest part of creating an omnichannel contact center for SMBs can be adding a second channel to their voice operations. Many contact centers are looking to add web chat as an additional channel. Hunting recommended getting the channel working seamlessly with voice, where if a customer starts in a web chat, they can easily move to voice or escalate the interaction directly from the web chat window. It is always okay to start small and add additional channels later, but this will be difficult if you don’t set up your second most important channel in an omnichannel environment.

 

TIP 2: Give Employees the Ability to See Each Step in the Service Journey - Across All Channels

Part of the benefit of having an omnichannel contact center is allowing agents to have access to all customer data from all channels. For example, if a customer is calling in, the agent could see that the customer had emailed a few days ago and had sent a web chat earlier that morning, before calling into the center. Better omnichannel technology with more access to customer insights means a more empowered and engaged team of agents. According to Gallup, highly engaged teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. For more information on how omnichannel technology increases agent empowerment read our e-book.

 

TIP #3: Employees and Customers Use Their Preferred Channel

Customers want to speak with companies the same way they speak with their friends and family. Digital channels are becoming more widely used among all generations and has caused consumers to demand more from companies. As you think about which channels to add to your omnichannel contact center, consider your target market and what channels are most important to them. Also consider how different types of inquiries are better for certain channels depending on complexity, emotional input, and urgency.

 

TIP #4: Give Agents Help with AI

Artificial Intelligence (AI) is no longer available to large enterprises only. SMBs can partner with cloud contact center vendors with AI capabilities in a cost-effective way that helps agents perform even better! Small and midsize companies can start with bots to collect basic information and escalate interactions to live agents when needed. Bots and agents can work seamlessly as one channel, letting bots handle easier interactions and ask introductory questions in order to route interactions and continue to learn. AI for midsize companies can also be used to assist agents by providing suggestions to chats, SMS, or emails via Natural Language Processing (NLP) built into the platform.

 

What to Look for When Selecting a Cloud Contact Center Provider

  • An all-in-one solution: Voice, traditional, and emerging channels in a single desktop
  • Easy to deploy: In days or weeks without costly professional services
  • Nimble and free to make changes: No professional service charges and no IT allows business users to make changes easily
  • "Born from the cloud": Microservices 3.0, not ported from old on-premises solutions
  • Simple connection to existing systems: CRM and WFM

#contactcenterworld, @brightpatternus

 


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, November 26, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
Comvendo

Inbound, Outbound, Backoffice

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Pointel

Customer Relationship Management Solution
Pointel has a several years of experience in implementing Customer Relationship Management solution to maximize customer lifetime value and profitability. Pointel Specializes in Salesforce, Clarify, Oracle and SAP suites of products. Pointel has implemented CRM solutions for many industries including financial institutions, banks, pharmaceuticals, healthcare, insurance and telecom companies. Pointel's unique methodology guarantees 100% success. Customer Relationship Management solution improve the efficiency in managing the customer-facing business process from end-to-end. This includes Marketing, Sales, Customer Service and Support. The overall goal is to improve the customer experience and...
(read more)

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
 

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