In 2022, customer expectations are higher than ever. Clients at any business now expect instant, personalised service from a real human, (without endless hold music to listen to), and they want to be able to reach out for support using their preferred communication channel.
If your customers can’t speak to you quickly and efficiently, they WILL head to competitors who can offer the service they need.
To highlight why it’s so important to focus on customer experience, recent research into customers happy with their current providers has shown that:
You might not think your business needs a Contact Centre – but the truth is, thanks to advances in technology, cloud contact centre solutions are now less complex, more affordable, and suitable for businesses of all sizes!
Here are some common customer experience issues a cloud contact centre can help solve:
Making it easy and convenient for your customers to get support using the channel THEY prefer, (such as live chat on your website), is a great way to retain loyalty and show that your business is listening to their needs.
Introducing a cloud contact centre into your support teams will enable them to answer all incoming communications from one centralised hub. Agents can also keep track of communication history – giving your customers assurance that your business knows who they are, and values their individual experience.
Customer demands may have changed, but fortunately, so has the technology available to support your business!
A cloud-based omnichannel contact centre solution can give you the competitive advantage you need, through powerful in-built features such as:
Report on performance across multiple channels: Email, Web Chat, Phone, Social Media.
Automatically assign customers to the agent best suited for their needs.
Access customer records whilst speaking to them – for instant visibility of past contact.
Use automated phone surveys to gather instant, up-to-date customer feedback.
However, while these suggestions are all a good starting point, we understand that not all businesses are alike. Your customers’ specific needs may not be the same as others, and they may have extra expectations from your support teams.
That’s why choosing a communications partner with experience designing bespoke solutions is vital. As an award-winning supplier of business communications, for over 30 years Welcomm have helped organisations of all sizes across the UK transform the way they operate.
Our Solutions Specialists listen to your needs before recommending a solution, and our dedicated Solutions Delivery team work directly with your staff to ensure your business gets the most out of its upgraded technology.