Are you contemplating the BIG decision move your contact center to the cloud? There are a lot of factors to consider when taking this step and one of the most important is this: have you taken into account how the transition will impact the customer experience?
When it comes to the customer experience within your contact center, you should put yourself in the shoes of the customer. You must think about the ways in which the customer will use the services offered and how they will interact with those services. Also important to consider is what the customer expects from the call center and whether you are meeting those expectations.
By documenting current scenarios and how you can improve them when moving the contact center to the cloud, it becomes easier to refine all of your processes. The goal is to make sure that each process is customer-centric. Let’s take a close look at several tips you can use to create a positive customer experience when you move to the cloud.
Provide Around-the-Clock Support
With a cloud contact center, you no longer have to concern yourself with constraints caused by hardware systems. Instead, your cloud-based call center can operate around the clock thanks to remote-working agents who sync to the call center via an internet connection, microphone, and pair of headphones. Since you no longer have to host information on servers, you can now provide customers with access to agents no matter the time of day or night. With this 24/7/365 support, you can label your company as a brand that highly prioritizes customer service. When customers make the choice of purchasing a product from you or another brand, they will immediately think of how they have 24/7 access to customer support, which is often a determining factor in who they make a purchase from. You gain a valuable competitive edge when you take your call center to the cloud and employ agents who can provide around-the-clock support. Ultimately, you build a positive customer experience that drives revenue.
Taking your contact center to the cloud also improves the customer experience by allowing you to interact with the customer via a multitude of channels. From social media to phone to email to live chat, customers these days prefer multiple forms of interaction capabilities. Brands that don’t provide such routes of interaction are quickly falling behind in areas relating to customer service.
It’s important to train your call center agents to become familiar with all channels of communication as some of them may need to interact with a customer on more than one channel at the same time. Take for example an agent is speaking with a customer over the phone and sends an email to the customer. By being familiar with all channels of interaction, this streamlines the conversation and improves the overall customer experience. Additionally, knowing how to interact via different channels of communication from a single platform allows the agents to improve their multitasking capabilities, which is pertinent for keeping call times to a minimum.
As just mentioned, being familiar with different channels of communication helps agents keep call and resolution times to a minimum. This is why taking your contact center to the cloud is of such benefit. With a traditional call center, the customer experience is hindered because agents have to access multiple software programs to access all necessary information to handle an inquiry. With a cloud contact center, agents can take advantage of one-click integrations that give them access to multiple systems at the same time along with a robust set of business tools. As the agents take an integrated approach to handling inquiries, this allows them to resolve those inquiries in the fastest manner possible. This increases productivity while resulting in faster resolutions for customers, as well. All in all, it leads to a better experience for both the agent and the customer.
More Secure Data
A vital component of the customer experience comes from knowing that one’s data and personal information is safe. With a cloud contact center, you no longer have to go through the hassle of on-site hardware updates to keep data safe. Instead, updates are performed on the spot as needed via the internet. This allows customers to rest assured their data and personal information is being secured via today’s latest security updates.
Example of How Cloud Contact Centers Improve the Customer Experience
Here’s a close look at how cloud call centers improve the customer experience.
Let’s say that your company has an inbound call center. Much of the information your customers need access to is found on your website or app, but from time to time, they need more in-depth tech support. In an attempt to connect with you, they reach out to you via phone, live chat, or through social media. Without a cloud call center, customers are routed to the first available agent who has no idea what the person is calling for. With a cloud call center, information relating to the customer’s stored information is already present for the call center system to recognize. As a result, it has a good indication of why the person is calling and who to route the call to. This allows you to provide a specially-tailored and personalized, top-notch customer experience to the caller each time they call.