The business landscape is changing. Only 40% of businesses claim that cost is their primary focus when choosing their contact center. That means the majority of businesses understand the importance of spending a bit more for a better customer service experience.
With this development, contact centers are expanding their suite of services to go beyond making and answering phone calls. Contact centers today can provide your business with services that communicate with your customers in a variety of ways.
This guide will explain all of your options when it comes to call center customer services that go beyond the phone call.
Browse the internet, and you'll quickly come across a website that has a chat window pop up. This handy feature gives customers an easy way to communicate with someone. The drawback is that you have to be available 24/7 to answer questions and resolve issues.
A call center can have people available and ready to assist your customers who decide to use this feature. That way, no matter what time someone reaches out, there's a live person ready to respond.
Text Messaging and SMS
Many consumers prefer to use texting as their primary form of communication. A modern call center understands this and can accommodate them. You can use texting to communicate a variety of information to your customers.
- Broad messages to your CRM
- Survey questions post-call
- Automated order updates
- Inbound inquiry responses
Email and Case Management
The average business professional spends 28% of their workday reading and responding to email. This doesn't take into account the amount of time required to address customer problems and inquiries. Depending on your business, you could spend all day responding to customer emails.
A call center can take some of this workload off of your plate by handling certain types of emails. Use a ticketing system to route emails to the appropriate team.
If you have a form on your website, then you already have the first step in capturing new prospects. With the assistance of a contact center, you can move this new lead through the sales funnel. Once the form gets submitted, the information can automatically get categorized into your CRM.
Then the call center can make the initial contact and follow up with the person. This increases your conversion rate.
While it may seem like outdated technology, faxing is still a part of business operations. The big difference is that you don't need the clunky old machine. Your call center service can queue, send, and receive faxes for you.
The call center can then route incoming faxes to the next available agent or directly to your company.
Look for Omnichannel Call Center Services
As you can see, call centers are not just for phone calls anymore. The modern call center is actually an omnichannel call center that can adapt to several methods of communication. This provides your customers with a variety of methods to choose from.
When you offer multiple platforms, you're able to better serve your customers. Better service means happier customers and greater brand loyalty.
Schedule a discovery call today and see for yourself the suite of services that Volie can provide for you.