In recent years, a number of new technologies have revolutionized ways in which businesses handle customer outreach. Even more importantly, it has affected customer service. Today, most customers tend to find goods and services through online and mobile device functionality. Following suit, companies have successfully integrated those tools for their own use.
For example, cloud-based storage and workflow is a new industry standard. This solution is more than just cost-efficient and faster than traditional means. In effect, cloud call centers and contact center technology have changed the game for the overall customer experience. Here, we will look at how cloud call centers are revolutionizing customer service, as well as the many benefits this state-of-the-art innovation enhances every aspect of customer satisfaction.
Meeting Customer Expectations
Regardless of the industry or service provided, every business should count customer service and meeting customer expectations along their highest priorities. Over the last year, more remote workflow has been introduced into most businesses, primarily due to stay-at-home mandates. More so than ever before, companies have had to meet the demand of customer needs remotely, while also addressing health and safety concerns for their own employees. CCaaS (Contact Center as a Service) vendors quickly rose to the challenge, introducing incredible innovations in the realm of cloud-based contact center software.
Although traditional customer service contact centers have long been an industry standard, CCaaS vendors have been able to integrate the premise solution of allowing service agents the same remote functionality as the customer making the incoming calls. This innovation makes for the most pragmatic use of cloud technology, keeping complete priority on the health and wellbeing of the customer and service agent simultaneously, without any loss of exceptional customer experiences. In fact, cloud-based contact center solutions enhance customer satisfaction, as the remote cloud-based functionality allows a contact center to run “virtually” as a 24-hour, round-the-clock service.
The Benefits of Cloud Contact Centers
The communication channels open to businesses and customers alike through cloud services are more enhanced than ever. For example, integrating a cloud contact center allows a company to operate their customer service day and night. No longer dependent upon a brick-and-mortar location as a base of operations, an entire team of service agents may work from home. With the best contact center platform in place, all the most important functions of a traditional contact center are retained. This can include such business necessities as scalability, interactive voice response, and now, intelligent routing.
Depending upon how may lines of communication a company integrates, numerous service agents are accessible with very little wait-time. These agents can access customer information and history, previous customer experiences, and crucial company information on a virtual dashboard for troubleshooting inquires from their personal laptop at home. In an era of social distancing, your business unit and its quality service remains wholly intact, with no compromise or loss of great customer experience.
What is important to remember, however, is that the troubleshooting service provided each customer is only as strong as the cloud vendor a companies integrates. While numerous excellent cloud contact center platforms have come along within the past few years, it is integral that service agents have the fastest and most reliable hardware at home. Likewise, a company’s main hub should have a cloud-system that retains the same consistency in communication service regardless of where the service agent is located. With remote working becoming a largely-accepted protocol for many companies across a wide range of industries, the equipment used by each team members, as well as the cloud service vendor a business retains, should be as uniform as possible. With those prerequisites in place, the customer service provided to each and every customer is as dependable as ever, no matter the location of the incoming call.