Providing satisfactory customer service makes a difference in your business growth. How people’s conversations are managed plays a crucial role in customer experience. In other words, fulfilled support positively impacts decision processes. People are likely to purchase again from companies that offer a five-star service.

Consequently, it is important to keep in mind how your customer service is organized to handle requests as well as choosing advanced Unified Communications solutions that support it. Your workplace should be efficiently organized to let employees provide the best service ever. 

 

What are people looking for now?

Nowadays, people are accustomed to communicating with companies through different online channels, from traditional calls, live chats, emails, social media, and more.

This means digital interactions are currently dominant. Customers are accustomed to using three or four different channels to contact a company. Their expectations have increased over time. They don’t like to explain their request twice or wait too long to get an ultimate answer. Therefore, ensuring the option to choose different methods to interact is an added value for your customers.  

 

What are the main pros of a multi-channel contact center?

Stop offering siloed channels that sound inefficient for your customers. You should keep up with current customers’ behavior and preferences and rely on an advanced cloud-based contact center solution to guarantee a multi-channel contact approach. It is a key differentiator that should not be underestimated. It will bring several advantages both for you and your customers.  

  

 

PROS FOR YOUR COMPANY:

 

  • Seatless scenario – With this advanced contact center, such as the Mida one, your agents can provide a wide range of support methods from anywhere. They just need a connection: with their credentials, your employees can access the solution and easily handle all corporate conversations. What they need to manage them is at their fingertips. They don’t have to jump from one platform to another. This means they are empowered to be efficient.

 

 

  • Single view of the customer information – The big challenge of this approach is to offer unified support. In this scenario, customer details and business data should not be lost across the involved business channels and they should be efficiently coordinated in a unique ecosystem. Relying on an advanced contact center, like Mida’s one, these aspects are ensured. The solution is integrated with your CRM tool and other business systems that deal with these aspects. They are well-organized and incorporated in the same environment, such as Microsoft Teams. 

 

  • Increased productivity – By relying on different channels, people can contact you as they prefer and simple requests can be quickly handled through immediate sources, such as chats with automated messages. Consequently, just complex requests are handled by an agent through a voice conversation. In other words, the number of calls is reduced and the burden on your employees is decreased too. Thus, both your agents and service efficiencies are boosted.

 

PROS FOR YOUR CUSTOMERS:

  • Wide options to contact you – By providing multi-channel support, you allow customers to avoid boring calls and choose the most comfortable channel at each moment to get the quickest answer. This approach will raise the company’s perception because it lets you meet people’s support needs. 

 

  • Fast support – Thanks to this approach, automated messages can quickly nip simple queries and your customers can enjoy this timeliness service. It is now clear that live chats have the highest satisfaction level due to their prompt response. People can contact you every day, all day by relying on these automated answers.

 

  • Enhanced brand image – By offering support through different channels, you convey the message that your organization is customer-centric. The needs of your customers are considered and efficiently met. This makes them feel satisfied and understood. They can enjoy the experience with your company.

 

Does it seem appealing to you?

Mida’s contact center could be your choice to engage with your customers in this way. Go deeper into this topic by visiting this page.