Customer relationships are the cornerstone of every business, and cloud communications help make these relationships more fruitful. Check out how to help here.
If more than 25 million people found the right, reliable integrated solution for all their communication needs, would you follow suit?
With a projected number of more than 27 million employees in North America to be using cloud communications tools by the year 2020, it might be time for you to hop on the bandwagon.
More and more organizations are adopting cloud communications and it’s no wonder why.
With the ability to improve customer relationships and provide your company with unmatched customer interactions, this kind of system is becoming the new normal.
Keep reading to find out what’s in store for your company if you choose to use these tools.
Here’s How Cloud Communications Solve Customer Service Issues
1. High Availability and Reliability Make for Happy Customers
Customers not only want to be able to contact your company quickly and easily, but they also expect it.
Cloud communications service can make dropped dial tones and poor connections a thing of the past and provide your company a more professional image with a reliable, high-quality communications experience.
The system helps companies and customers connect with little to no downtime.
Additionally, because these types of communications are a hosted service and located offsite in data centers with redundant technology, your company communications are still up and running even in the event of a disaster.
These communications work because company employees can work from anywhere and communicate with customers using the many capabilities available to them. This means customers can expect reliability and reach your company to hear important messages or speak with an employee.
2. Mobility Means Connect Anytime and Increase Productivity
If you’re looking to increase employee productivity levels and give your business an immediate efficiency boost, cloud communications can help with that too.
This style of cloud solutions is easy to use and offers streamlined communications, making processes quick and easy for employees and customers alike.
Not only that, but the mobility aspect can make for happier workers. Today, employees like to work where they want and when they want, and a system such as this can give them just that.
With such a system, your employees can work wherever they please and have access to the same features they would if they were in a company office.
Cloud communications solutions also allow employees at various locations to communicate in real time. This gives them an easy way to collaborate and share any document from any device, anytime, anywhere!
3. New Abilities With Scalability
With no magic crystal ball to predict companies future needs when investing in their business or the growth they’ll experience in technology demands, they need to be prepared.
Thankfully, there is scalability in cloud-based unified communications solutions.
Cloud communications can add and remove new employees, solutions and applications immediately, allowing businesses to scale up and down as needed.
With all this scalability, businesses also receive peace of mind and more opportunities to increase their bottom line, keeping costs in check.
4. Did Someone Say ‘Cut Costs’?
That’s right, we sure did.
If you’re worried about the monthly expenses that come with the many resources you may need to communicate with your customers, we get that.
However, while communication should be looked at as an investment, it does not have to be a burden on your company expense sheet.
With today’s cloud-based unified communications solutions, you can find quality and affordability both obtainable.
Companies eliminate the costs of upgrading and maintaining on-site hardware as they move from on-premise systems to hosted cloud systems.
So cut costs, and communicate via cloud!
5. Dreading a Delay? On-Demand Data Has Your Back.
Make for better customer experience with on-demand customer data.
Cloud communications systems can provide your employees with a comprehensive view of customer information during a call, (when integrated with a customer relationship management or business intelligence system).
Since the info is displayed automatically as soon as a customer calls in, the chances of a customer having to wait on hold are reduced. Therefore, using cloud communication tools can make for an overall better customer experience!
With this communication system, employees on the line can provide the highest quality care without any delay or gaps in customer service.
Additionally, contact center technologies (such as workgroups, hunt groups, and flexible call routing) can help enhance the communication experience between company and customer by reducing hold times and ensuring calls are answered quickly.
To Make for an Even Better Customer Experience Try Using…
Check out the following features that can be used to fix common customer service problems with this system.
IVR (Virtual Attendant)
The IVR feature, which stands for Interactive Voice Response, allows businesses to set up a list of routing options for customers.
Customers can choose from such options when they call in, and you can use customer input with IVR to identify the nature of each call.
IVR is beneficial in the way that the feature allows callers to be connected with the most qualified agent to meet their needs as effectively as possible.
An effective IVR menu ensures that the customer is connected with the right agent for them, without the need for multiple transfers.
Call forwarding allows calls you may have to a number in another city, state, or country to be redirected to your business.
Geographic and time of day routing are common call forwarding functions; both of which can increase customer satisfaction.
Call Monitoring and Call Recordings
Live call monitoring means call center managers and office supervisors can view all active agents on calls and listen in on calls in progress.
Other elements of live monitoring include call whisper and call barge, which allow supervisors to listen in on any call without alerting the agent or customer.
With the call recordings feature, you can automatically record all agent-customer interactions so they are available at your convenience.
This means supervisors can return to recorded calls and listen for quality evaluation or clarification on any disputed communication.
Historical Dashboard and Reports
Historical reporting is key for monitoring the performance trends of your agents over time and more easily allows you to make necessary adjustments based on what you review.
Have you used cloud communications systems? Tell us about your experience with it and your favorite features of the system in the comments!