It’s not a secret that in today’s ultra-competitive environment, customer experience can make or break a company’s reputation. In fact, customer service is predicted to overtake price as the key brand differentiator by 2020. That’s because the expectations of customers are continuously evolving; customers expect immediate service across all communication channels, 24/7. When it comes to business communications, customers simply expect more — more options, more dependability, and more convenience.
All of you customer service professionals out there are probably thinking, “tell me something I don’t know.” Did you know that CPaaS can help you provide a consistent customer experience across channels? How about the fact that it can provide self-service options, so your customers can take care of basic issues on their own? Or even better, that CPaaS easily integrates with your existing contact center solution?
The flexibility, customization, and ease of use make CPaaS a slam dunk when it comes to enriching the customer experience and improving agent efficiency.
Now let’s get into some specific use cases around CPaaS and customer experience (CX).
Save time, strategize and streamline agent and customer interactions
Have you ever had to wait on hold for 30 minutes just to be told you dialed the wrong number extension and will be placed back at the beginning of the queue? Grrr… poor customer service can be frustrating, right? Not to worry, with CPaaS you can easily automate the trouble ticket management process and create the flows for how calls or text messages (SMS) should be routed to speed up the customer service process.
Think about implementing an application that can make the lives of your customers and your call center agents a lot easier. With CPaaS you can integrate communications into workflows and third-party applications such as CRM so that customer information is pre-populated, reducing the need for your customer to provide general information each time they call, saving your customers and agents valuable time.
Keep in mind that not everyone will be willing to chat with a support representative. Most consumers prefer to solve the issues themselves. By implementing automated processes and self-service options, customers can easily take care of basic issues such as bill payment or updating addresses right from their smartphone. Consider adding a chat bot to handle the simple requests and with AI you can detect when someone needs to be transferred to a live agent. Offering an option for customers to help themselves will increase customer loyalty as well as agent productivity, all while saving quite a few dollars.
Own omni-channel communication
Remember the days when your only options to contact a business were either phone calls or faxes? Nowadays, with an ever-growing amount of options, business communication should be tailored to customers preferences. You may be providing SMS, email, chat, and social media options, but are you the same experience through all channels? The challenge for many companies is not only to be accessible on these channels, which is imperative, but for those channels to deliver constant and consistent communication.
For example, a single conversation can jump from social media to webchat to the phone. Customers can contact you on one channel and later on choose another to follow up. Reps need to know what happened during the previous engagement, what’s pending as a result, and how pleased the customer currently is. Then the agents can respond in the most appropriate way.
By breaking down communications silos, increasing visibility into customer interactions, and improving responsiveness, you can take control of the customer experience and increase customer loyalty. It’s been stated that companies with strong omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.
Unlock the future of CX with CPaaS
Continuous advancements in technology will only enhance the benefits of CPaaS. With artificial intelligence (AI), virtual assistants and chatbots handling more customer interactions, it’s only a matter of time before CX will be mostly automated. The ability to service your customers in real-time, around the clock and on the platform of their choice, will be a huge benefit or factor for companies looking to transform their customer journey. There are hundreds of ways CPaaS can improve your overall business communication strategy, and in turn boost customer satisfaction and net promoter scores. These are just a small number of opportunities and the customization possibilities are endless!
Once you add CPaaS to your customer experience strategy, you’ll be ready to battle competitors and keep your customers satisfied all while saving time and money. Our Atmosphere® Communication Platformis built for the enterprise and can help you build the best communication and engagement strategy that fits your exact business needs.