Have you ever thought about how complex the process of winning over a customer is in any market segment?
For a business, it is essential to not only win over customers, but also to retain them and keep them satisfied so that they become loyal and return to buy.
However
The biggest challenge today is winning over customers and keeping them satisfied with the service during this process of digitalization of companies, especially during this time of pandemic.
Many companies have had to adapt their service processes and the way they have always worked to meet demand and maintain the health of their employees.
In this post, we bring you some tips on how to keep your customers satisfied with your service during this time of digital transformation. Check it out below:
Personalized service
This tip may be old, but it is still important. Personalized service will always be a way to create a good relationship with your customers. Who doesn’t like to feel unique and not just another one, right?
However, we are aware of the challenges of implementing and maintaining this type of service and in this pandemic the biggest challenge is also maintaining the workflow of physical operators.
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IT can contribute in this sense, since the implementation of Virtual Agents and chatbots or online chats is increasingly common, bringing the company substantial reductions in operational costs and optimization of resources.
One of the most cost-effective
One of the options is to implement an IVR – Audio Response Unit. With it, you gain agility in customer service and are able to program your IVR to, in addition to providing initial service, also answer frequently asked questions.
Likewise, the use of artificial intelligence contributes relevant information for the growth and improvement of the company’s production processes.
Cloud-integrated telephone exchanges
With the need for home office due to the pandemic, the work model was transformed overnight.
Operators at home and the big uae phone number material list challenge: how can calls be distributed to employees and still be monitored while each one is at home?
With a cloud-based call center, it is possible to carry out this distribution, whenever and wherever your employees are.
The cloud PBX solution
A system that facilitates customer access to the company’s PBX in a secure manner, has contributed to business productivity and cost reduction during this pandemic period.
Likewise, it has everything it needs to continue helping many companies even after this period, as it offers the following main advantages:
– reduction of operational costs and telephone charges;
– greater security in information management;
– no need to interrupt operations due to maintenance needs, in addition to reducing costs;
– integration of the telephone, messaging and internet systems.
In this way, migrating your PABX to the cloud contributes to the remote work of your team and operators, bringing greater productivity, since it is possible to respond at any time, anywhere, also increasing customer satisfaction.
And as a consequence of the reduction in costs resulting from traditional PABX, it is possible to direct investment towards other ways of improving the company’s processes.
Data collection tools
In addition to the points presented so far, all decisions and strategies for improving customer service will be based on and supported by data.
But how?
There are many tools that can provide agb directory insights into customer service, which facilitate the management of calls and contacts with customers and operators, and make it possible to obtain productivity and consumer behavior indicators.
And why is this important?
To optimize and improve your customer’s experience, offer them the best service and allow them to leave satisfied with any type of service or experience they have had at your company, it is necessary to invest in tools that make this experience possible.
Teledata offers the best solutions for data collection, integrated with the other tools already presented in this post.
One of the solutions in our portfolio is Speech Analytics . It generates a variety of data relevant to your strategy for improving customer service processes.
This solution uses artificial intelligence to analyze the voice of calls made to identify consumer and operator behavior during calls.
In addition to this solution, Teledata has a portfolio of cloud solutions that will enhance your customer service operations.
And thus, bring even more satisfaction to your customer, even in times of pandemic.
Contact one of our experts to learn more about our solutions.
For the second year in a row, Microsoft Teams has been recognized as a Leader in the Gartner Magic Quadrant for Unified Communications as a Service (UCaaS):
Companies that no longer wish to incur expenses for maintaining and updating their legacy infrastructure of telephone exchanges and IP devices can migrate to Microsoft Teams without giving up existing resources, in addition to including all those inherent to a unified communications (UC) platform, such as: voice, video, instant messaging, presence technology, etc.
Users can use Teams to make and receive calls, transfer calls, and mute or unmute calls. To make and receive calls, Phone System users can use their mobile devices, a headset with a laptop or computer, or one of the many IP phones that work with Teams .
The full list of Microsoft Teams telephony features can be found here .
Attention: Direct Routing users must have the Phone System add-on assigned on their Office 365 F1, Office 365 F3, Office 365 Enterprise E1, Office 365 Enterprise E3 licenses. The Office 365 Enterprise E5 license already has the Phone System .
How Direct Routing Works
Direct Routing works by combining the Teams system with the PSTN using two key elements: a Session Border Controller (SBC) and SIP trunks.
