Inbound Call Centers Can Maximize Customer Experiences

Are you thinking about inbound call center support for your retail business? Retail businesses have a growing demand for assistance but sometimes look in the wrong direction. They may hire more staff during peak periods or if they’re short-staffed. They don’t realize this increases costs when the business should look for ways to maximize efficiencies and lower costs.

Here are a few reasons why an inbound call center can free up capital. Your current staff can work on value-based projects and increase your ROI in the customer experience. 

Are You Struggling to Meet Customer Demand?

As technologies change, so do customer needs. You’ve probably experienced this in your retail business. Newer technologies mean customers expect order fulfillment right away. Being able to manage demand requires maximizing your staff to improve the customer experience (CX). This requires optimized technology that moves with you. 

Existing Phone Systems Aren’t Enough

Retailers may have legacy on-premise systems in place that aren’t able to handle their growth. They may have a few phone lines but lines can back up if customers require more attention. Customers might want to discuss promotions or returns and complaints may require more time. 

According to Forrester research, 69 percent of consumers shop with retailers providing consistent customer service. Today’s customers use text, email or calls. And yet, the most innovative retailer finds it difficult to manage new technologies. But each customer has preferred communication preferences. 

The key is integrating into a successful cloud-based communication solution. This lets you leverage technology with inbound call center software and support. 

Leveraging Technology to Maximize ROI

In the digital era, customers still want to be heard and you should listen to them. By investing in technologies like an inbound call center, you can:

  • Create better customer experiences.
  • Maximize employee time for more value-based projects
  • Automate mundane tasks.

 But what is an inbound call center and how can it help you lower costs and improve customer experiences?

Inbound Call Center Solutions

Maybe you did a search for “what is inbound call center” or you searched for “using an outsourced call center.” You might have thought at first glance that having inbound calls answered by a third-party would only result in an added expense. But, that’s not true. 

An inbound call center can save you money.  Here's why this is a good investment for your retail business. 

What is an Inbound Call Center?

An inbound call center works offsite and answers phone requests for a retail business’s customers. Inbound call center agents may help with customer inquiries and offer product support. This differs from outbound call centers. They make calls for telemarketers, non-profits, or charities. 

There’s No Loss of Business After Hours

 American Express stated that 7 out of every 10 consumer spent more money with a business that delivered exceptional service. And, you can, too. Because you want your business scaling up, you need 24/7 phone support. 

 A benefit of an inbound call center is 24-hour availability. Your business never misses potential customers. With 8x8’s virtual contact center, you’ll have everything you need at a glance. Customers reach the right person in the shortest time. You can improve communication channels and integrate with CRM. Make sure the service you use offers different pricing plans to fit your budget. 

You Don’t Need Additional Staff

Harris Interactive stated 75 percent of consumers think it takes too long to reach live agents. When staff members are unavailable, this affects workflows, productivity, and reduces customer experiences. And, if there’s a political event or natural disaster, your business won’t be affected. Work with a company that offers inbound calls answered around the clock that's cost-effective to help you scale. 

Inbound call centers use specific call center software (CCaaS). They provide unified communication (UC) solutions and convenient contact center analytics. This provides insight into agent performance and contact center operations even if you’re traveling.

Maximize Customer Experiences While Adding Value

A New Voice Media report cited the number-one reason customers don’t like calling businesses is not reaching live agents right away. Your customers want service that’s personal and they want to connect with you. 

Benefits of an inbound call center include:

  • No minimum hold times. Customers receive prompt and friendly service. 
  • Call centers can handle peak seasons around holidays and major sales.
  • Call center agents love their jobs. They’re trained to not show frustrations with angry customers.
  • You have someone to listen to your customers and be your voice. 
  • Your integration with customer experience management can help you meet customer demand faster. You can monitor and analyze customer calls and comments. 
  • It offers inbound call center software and support. The right software should help you maximize workflows, improve efficiencies and increase capital.

Whether you’re a small- or mid-sized company or a large enterprise, your business needs to be responsive. It increases customer loyalty and maximizes the customer experience to increase your ROI.

Sometimes the easiest solutions are often the most ignored. But, your customers dictate your business growth and ability to scale. 8x8’s inbound call center solutions improve customer experiences. You don’t have to worry about staff shortages or missed calls. You can cultivate stronger relationships with customers that want to be heard. But, are you listening? 

Choosing the right technology is crucial to a successful retail business. Establish a streamlined retail communications strategy with 8x8, and focus on growing your business. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist. 

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