Let’s face it. If your customers have to contact your customer service team you already have a problem. From there, your organization has two options, you can make matters worse and potentially lose a client forever or you can provide a swift resolution that not only solves the issue at hand but also increases the likelihood that your customer will do repeat business with your brand.
If you have ever been in a situation where you had to contact the customer service department of a company and it was easy to get in touch with them, you received a prompt response from a knowledgeable representative, and your issue was solved to your satisfaction without hassle, chances are that your attitude towards the brand changed and that they built an intrinsic trust that gives you the confidence that if something ever happens in the future you will be supported appropriately.
Ease of contact, response timeliness, prepared representatives and effective issue resolution are the pillars that drive an effective customer service program.
A unified communications tool can help you improve on the first two pillars by increasing the number of channels that your customers can have at their disposal to reach out to your company. In addition to the traditional phone support, you can seamlessly incorporate cross-channel transitions to instant messaging, live chat or even video calling. More importantly, information about your customer and their issues can easily be shared between agents therefore reducing repetition and increasing speed in the customer service process.
But unified communications can do more than that. Screen sharing can be a powerful feature for support queries that require a high level of technical information that is difficult to communicate through text or over the phone. Video conferencing can also be a crucial tool when addressing an issue affecting a group of users in real time. Finally, the diversification of inbound channels will help relieve pressure from existing support channels and, as a result, allow for customers to reach agents faster.
Unified communications tools are considerably more powerful than traditional phone and contact center solutions. Communication channel diversification, seamless integration, and emerging support features make it easier to bring customer experience to the next level and improve customer satisfaction and brand loyalty. More importantly, unified communications features will also improve your support department by boosting productivity and improving first call resolution rates.