As a business owner, you have a lot on your plate. It’s your responsibility to innovate, look to the future, handle daily operations, and ensure that your customer base is satisfied. That’s a tall order for just one individual. At the end of the day, it’s all about your customers. Even if your product or service is marketed beautifully on social media and other platforms, providing great customer service is what will ultimately keep you in business.
In order to ensure customer satisfaction, you need a great team of people to field each phone call. Even if your team is top-notch your customers may still be unhappy if the call center software that you’re using is clunky. The best call center solution is an integrated system. Here are three reasons why your organization needs an integrated call system.
1. Integrated software creates a more personal experience for your customers.
Have you ever called customer support and had to explain your issue to several representatives before reaching the correct help desk or the right agent? Did you have to give your personal information over and over again to each connection at that contact center? If you have, you’ve experienced a call center that isn’t using the latest integrations and contact center solutions. These experiences are frustrating and can easily rub customers the wrong way. With advancements in technology, your clients shouldn’t need to repeat their information more than once as they did in the early 2000s or even the 1980s. An integrated CRM (customer relationship management) system supplies your representatives with all existing customer data, so they only need to ask questions pertaining to the caller’s questions.
Much like your customers have specific needs, you’ll need different functions from your software. Cookie-cutter software just isn’t useful. Make sure you’re picking a software company that allows you to pick and choose functions. Your call center software pricing should be based on what capabilities you’re using or planning on using, not just a general package, so you can get the lowest rate possible.
2. Call center software helps your support agents do their job better.
If you’re an entrepreneur, it doesn’t matter whether your company is a big, multi-continent operation or if you’re running a supplement company out of a small storefront, an integrated call center will give your support agents the tools that they need to do their jobs better. With an integrated system, your agents are in a position of control. They won’t have to look for customer data, because it’ll be at their fingertips.
When you send out information about a new product, the system will let you know when a customer has received a specific marketing campaign or email. As a vendor, you never have to wonder whether you’re reaching your customer base again. With easy customer feedback, your support agents will have intel on whether your company is creating the best product possible. The customer experience you’re creating for incoming calls can only be more positive with an integrated system.
3. Call center software allows you to scale your business.
In order to grow your business, you need to focus on eCommerce. People prefer not to shop in person anymore, because shopping on the Internet is more convenient. There’s also been a significant increase in online shopping due to COVID-19 and public safety advice from the CDC about the hazards of public places.
This means you should be experiencing an increase in inbound calls. In these uncertain times, customers have more questions about your products and want updates on deliveries. All of this requires a well-oiled contact center. If you have good contact center software you can grow sales while meeting customers’ needs as the demand continues to increase. An integrated contact center is a great way to level up your business.