The classic contact centers were confined to a box of limitations affecting customizability and ease of deployment. Businesses were using premise-based contact centers that offer the freedom to customize but at a high cost. Meanwhile, exponential customer experience and changes in deployment require costly professional services, which would take months (or years). In contrast, cloud-based contact centers provide quick deployment with a choice of customizability.
The customer support process has never been easy! Take yourself ten years back. Then, the source of communication was only email and calls. To reach out to the brands, you have to manually search their contact information on their website. And if you plan to write them, you have to wait for at least a week for their response. But at present, technological innovations and coronavirus have changed everything. You have the cloud to store, access, and retrieve files from anywhere. You have automation to eradicate human errors. You get high availability, speed, scalability, and security with it. Imagine the evolution it has done to communication. It has promoted remote and hybrid working across the globe. A new possibility that has transformed communication between a brand and customer.
Customer experience is crucial in the e-commerce sector as it can set your business apart from competitors. An e-commerce business is expected to thrive when there are repeat customers. It can only be possible with the facilitation of exceptional customer service when they approach your business. Neglecting customer complaints can lead to a drastic impact on the customer experience. It is often seen that 85% of customers stop using online stores when customer support is poor. Therefore, organizations that make communication faster along with maintaining consistency across all channels can make customer interactions seamless.
The financial services sector has been accelerating with digital transformation. They are turning their customer experience (CX) to stand out from the competition and be a differentiator in the market. A survey revealed that 63% of respondents would consider switching banking/ finance service providers if they do not receive communication as per their expectations.
As we know education industry is all about exchanging and sharing knowledge. The communication between different stakeholders (parents, educational body, students) needs to be transparent and open for the purpose of attaining determined goals. Having the right medium for communication is necessary for ensuring smooth interaction between students and the educational institute. Since communication is dependent on technology due to distant learning, cloud telephony can transform the way students receive learnings regularly. Cloud telephony acts as a unified communication system for empowering the education sector with tech-savvy solutions. With zero cost investment and no backend hardware, it significantly reduces the infrastructural and maintenance costs. Read More
Attracting leads and converting them is one of the most obvious things businesses want. But at present, the excessive practice of customer calling has stopped customers from answering most phone calls or making contact with a brand. It has become difficult for agents to connect and hear from customers. Read More