When your contact center agents don’t have the tools they need, it can lead to frustrations for both the agents and customers. Fortunately, there are solutions at hand. With the right tools, processes, and automation, you can make everyone more satisfied.
Here are 7 tools that can make for a more seamless customer experience:
1. Automated Call Distribution
Automatic Call Distribution software handles your inbound call management to improve the customer experience. You can set up IVR (Interactive Voice Response) system and automated call distribution paths to quickly connect customers to the right person and cut down on frustration for both customers and agents.
Your ACD should also be able to handle queues, transfers, call recording, analytics, and voicemail transcriptions to help provide a more seamless (and trackable) experience.
2. CSAT Surveys
It’s important to measure how your agents are doing and how your customers feel about the service they receive. Customer Satisfaction Score (CSAT) survey can help gauge whether the customer was happy with the resolution and whether you were effective in solve the customer’s problem.
3. Self-Service Support
Customers these days demand fast response when they have a problem. One of the first things they will likely do is go online to see if there’s a quick fix for their problem or answer to the question. The more content you can make available online in a self-serve portal, the fewer calls you’ll get to your support line. Customers will get faster resolutions using self-service. If they can’t find answers, you can route their follow-up to specialists or escalation teams.
4. Web Chat and ChatBots
Likewise, many customers prefer to chat online rather than pick up the phone. Since they can multi-task while interacting, they are less frustrated with wait times. You can provide automated snippets your agents can use for common questions and links to online resources.
ChatBots are becoming more accepted than ever. Automation can handle common tasks and get customers the answer they need faster than ever. They can all help by routing customers to the right person if they can’t solve problems.
5. Automation
Automate anything you can. Whether it’s chat, IVR, CSAT, or self-service support, the more you can automate, the more workload you can take off of your team. You can reduce repetitive tasks that lead to agent burnout, frustration, boredom, and errors.
6. Integration
Integrating your support desk system with your CRM software can create a unified hub for customer interactions. Your team will be able to quickly identify callers, purchase history, past interactions, and pick up where the last interaction left off. This is especially effective when you do have to escalate a call so that the next support agent doesn’t have to ask the caller to repeat everything.
7. An Interactive Dashboard
Bringing all of your data in one screen can help you to quickly assess various aspects of your call center or customer support team. A dashboard can track callers in queue, call resolution times, agent performance, and other KPIs. This can help you to identify big-picture trends and drill down to specifics.
Making Your Contact Center A Seamless Experience
Giving your customer contact center team the right tools will make their jobs easier. That translates into happier agents and higher customer satisfaction.