It is hard to imagine that not too long ago, customers saw the call center as a last resort, a last-ditch effort to have a serious concern regarding a product or service resolved. This is in stark contrast to today, with all the new communication channels at the customer’s disposal, from live chat support to email to automated Interactive Voice Response or IVR.
With more options available, today’s customers have developed a certain level of expectation when it comes to service. If you fail to respond to them once or twice, there is a good chance that they would switch brands. If you want to keep up with the competition, your business must have omnichannel business communication capability with the help of contact centers. Here’s why?
Superior Brand Image
A contact center is much more than just answering calls and responding to queries. It is a part of a comprehensive customer care service that enhances the overall experience of a patron’s encounter with your brand. It shows your genuine interest in what your current and potential customers have to say about your products and services in an effort to improve their quality. This boosts your credibility among your target audience and enhances your brand image.
Better Customer Engagement
Customer engagement is the primary goal of all companies. It is the cornerstone of a successful business and could make or break any brand. Opening up all channels of business communications is an important step toward effective customer engagement. It leads to greater customer satisfaction which encourages loyalty to your brand. A reputable contact center like Ansafone contact centers is an excellent partner in this important undertaking.
Consolidated View of Customer Journey
Some may think that omnichannel business communication capability is too complex to handle, but this assumption is highly inaccurate. Despite the multiple touchpoints available, switching from one platform to another is seamless and very efficient. Customers may start their journey with a self-help FAQ then suddenly shift to live chat. They could call back at another time using a voice call then check out your social media sites. Throughout this journey, the contact center agent has access to the customers’ records and a cohesive view of any ongoing concerns, enabling the agent to respond better and faster to any needs.
More Comprehensive Marketing Campaigns
Communication inherently goes both ways, which means that all the channels that customers use have limitless potential for marketing. For instance, as customers initiate a call or query to know more about a product, this is a great opportunity for your agent to highlight its features and benefits, essentially turning the call into promotional activity. In other cases, the agent can subtly steer the conversation to a situation where the customer’s interest in a product or service will be piqued. Having this advantage across all channels would give your brand an edge against your competition.
Bird’s Eye View of Customer Information
Effective contact centers can give you a better knowledge of your target audience’s behavior. Being single-point access for all customers, they can easily store all relevant information in a knowledge repository, which can be readily analyzed to generate whatever data is needed to meet your unique business goals. Once you have this information, you can make the necessary changes to your operation that will further improve your strategies and help you meet customer demands more efficiently.