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Article : Why Canned Responses Are Important for Live Support

#contactcenterworld, @proprofs

The implementation of such a tool will allow your business to grow by offering quick help on demand. As more people expect this kind of customer support, it is crucial that you start using it, as your competition probably already is.

However, it is important to note that utilizing this tool takes a lot of knowledge, practice, and skill. In addition to that, it is necessary to pick the right approaches that will allow you to take the most live chat support can offer. A fine example are canned responses your customer support agents should definitely use.

Let’s take a look at what canned responses are and why they are important for live chat support.



What are canned responses?

Canned responses present scripted answers to the most usual questions customers ask. They are created and put into the live chat database, opening the option of using them during a live chat session.

Customer support agents can link common expressions with canned responses, making it easier for them to find the right response easily in a matter of second. This ensures that an agent is capable of handling multiple customer requests simultaneously.

Let’s explore why canned responses are important for live support.

Faster interaction

One of the best advantages that canned responses bring is interaction speed. Within only a second, a good live chat support agent can find the perfect response for the customer’s question.

For example, collecting information about the most frequently asked questions is a good approach because agents can start creating a variety of answers for each of these questions. The more work is put in creating unique and professional canned responses, the better the interaction is going to be.

The overall result is increased speed, something that customers are going to find pleasing, making them fall in love your brand immediately.

Higher number of served customers

Another important aspect that canned messages improve includes the number of served customers. When a business is small, it is likely that there are not too many customer support requests. But, with growth, it is quite likely that your customer support is going to have to work with a higher number of people.

This becomes much easier with canned messages. A single agent can handle 5 to 10 customer support requests, depending on their complexity. In majority of cases, customers require a simple solution to their problem, something that can be delivered via 2 or 3 canned messages.

This interaction can last for several seconds, making it possible for agents to move on to the next customer. Overall, this makes it possible for small teams of people to handle hundreds of customer support requests daily, with ease.

Easier information sharing

Canned messages should not only contain simple text. It is also possible to include links that will lead customers to their solution. For example, if you already have a high quality knowledge base, you should utilize it and create perfect canned messages for your customers.

For example, create a set of canned messages that will immediately direct a customer to a particular link. It will take the load off the customer support agent, as he or she is going to be able to achieve first contact resolutions more often. Not to mention that everything is instantaneous, making the whole process much more effective. Remember that the agent would have to search for that link, whereas now, he or she can share it instantaneously.


Lower chance of making a typo

Staying professional in live chat is quite demanding. Without canned responses, a live chat agent would have to stay focused on grammar, formality, and typing correctly at all times.

Making typos when you are chatting with your friend is not a problem, but in a formal conversation with a customer, it can look quite unprofessional. To prevent this from happening, companies include canned responses. Due to the fact that they are previously worked on and examined, the chances of them containing a typo are quite small.

With grammatically correct and formal canned responses, your business is going to be perceived as a truly professional company. Make sure that you double check those canned responses; any mistake can lead to communication problems, something you do not want to occur, especially if you are working with hundreds or thousands of people every day.


Better service quality

The overall goal of the implementation of live chat software is the improvement of customer support. With the creation of canned responses, this tool becomes even better. It allows you to take customer support to a whole new level.

Your agents get into a position to offer high quality service to more people, more reliably, in a short period of time, and all of it is foolproof.

If you are already using live chat software, make sure that you start adding canned responses in your database. They are going to simplify the customer support process, especially for frequently asked questions. The sooner you take this step, the sooner you are going to experience higher customer satisfaction.

It is important to note though that there is a limit to canned response usage. The moment a particular problem does not fit your premade responses, your agent should take over communication manually. By doing this, you are ensuring that the customer is going to get the best service possible, at all times, no matter what their request is.
#contactcenterworld, @proprofs


About ProProfs:
Company LogoProProfs is the leading provider of comprehensive online tools for building, testing, and applying knowledge. Through its Quiz Maker, Survey Maker, Training Maker and Knowledge Base products, ProProfs offers trainers, marketers, and educators powerful but simple features without requiring them to download or learn expensive software. Featuring the largest library of professional quizzes and assessments along with powerful teaching & training tools, ProProfs helps millions of users each month to increase their productivity, efficiency, and profitability. ProProfs also offers an online knowledge base software that companies can use to create highly-searchable online FAQ’s to improve customer service and reduce tickets. ProProfs is a privately held company headquartered in Santa Monica, California.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Wednesday, October 25, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
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.

2.) 
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.

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.



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...
(read more)

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.

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)

7.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

8.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

9.) 
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.

10.) 
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.

11.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

12.) 
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.

13.) 
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

14.) 
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.

15.) 
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)

16.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

17.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

18.) 
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.

19.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.

20.) 
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.
 
Page: 12

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