Merge The Best Of CRM With The Power of a Cloud-based Contact To Achieve Outstanding Results
Running a customer service contact center in the digital economy means delivering the kind of service that previous generations could only dream about. By integrating your customer relationship management (CRM) software with your customer service contact center, you gain a level of insight and understanding into the customer's needs that is unprecedented and should guarantee customer satisfaction.
The Importance of the Contact Center
For many companies in the service industry, answering the phone is the lifeblood of the business. That ability to be always on, and to be one step ahead of the caller, is a vital part of modern customer service.
Unfortunately, people tend to make contact with customer service only when they are experiencing difficulties or issues with their service. Often, that means they're in a bad mood and looking for someone to blame. It makes a huge difference when customer service agents can use Caller ID via the CRM to identify callers by name, to make sure that the call is routed to the right agent who can deal with the problem, and when the agent can see a history of interactions with that caller.
That type of service frequently diffuses the anger and frustration that a caller is feeling, which is one of the great strengths of a CRM customer service contact center. MatrixOneSource is a business process provider that has seen great results with this integrated system. They firmly believe in delivering a smart approach to their call center.
The company’s service desk metrics illustrate just how successful this approach has been for them. For example, the average wait time for callers is just 22 seconds, 92% of reported issues are resolved at the
service desk and need no escalation, and 86% of those are first-call resolutions.
Unified Communications Are Essential
As the world of communications continues to shift and to evolve, customer service contact centers need to take a flexible approach to what they do. Customers like to use whatever channels of communication work for them, and they expect a response. It's problematic for agents to have to shift between different windows in order to view email, text messages, social media and voice calls.
What's really called for is a unified communications system that can bring all those methods of communication into one place and deliver the essentials of exchange to an agent so that they can address the customer needs.
This is one of the most empowering tools that a business can offer its employees. They can all access the same powerful communications tools, from anywhere in the world. Remote, mobile and home-based workers can deliver quality communications when they are out of the office, and agents can connect with every customer, every time, using the methods they prefer.
Quick, Efficient Installation
Companies dread the downtime that can occur when they are installing new systems and trying to figure out how it all works. Thankfully, the cloud has rendered installation seamless and simple. Most teams are equipped to do a self-install and are surprised at how easily the contact center integrates with the CRM.
The cloud also makes the whole operation extremely scale-able, so it can be expanded when the need arises and reduced in quieter times. The cost of installation also comes down dramatically as there is no need for expensive hardware or consultants to come in and configure the system.
All in all, the growth of the cloud and the rethinking of the customer service contact center are enabling a new approach to customer engagement that is both empowering for employees and for contact center users. By offering ease of use, flexibility, instant changes, real-time analytics and a more efficient cost structure, a new type of contact center solution is gaining traction, giving businesses and teams a new and intelligent way to maintain and manage open lines of communications with customers, partners, and fellow employees.
Your cloud provider and available features set directly affects your relationships with your clients, which directly affect your business' bottom line. Choose a superior cloud system and ensure that this effect is for the better. Fill out our online form today or call us at 1-866-879-8647 to request a no-obligation quote from an 8x8 Product Specialist.