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Blog-Customer Service Trend 2022

Customer service technology continues to evolve and improve customer experience (CX) at a frenetic pace. Over the years, businesses have been upgrading their capabilities to bridge the gap between consumer demands and professional services. Nowadays, the consumer has grown used to digital-first experiences thus, raising the expectation bars for businesses. Also, digital solutions have increased the efficiencies in customer service by breaking the complex fragments.

Evolution leads to new trends, which are essential for meeting market demands. The customer service landscape in 2022 is an evolution in businesses that improves the quality of their existing customer interactions. Read More

Blog-Click-to-Call

More than 35% of the consumers who prefer CALLS to contact brands are more likely to buy your product and service

Did the numbers surprise you? Have you already invested in click to call widget because your competitors are taking huge advantage of it!!

Do you know, even after having quality traffic on your website, why is your conversion rate still low? It may be because your users find it difficult to reach out to you for any queries. The trending and the vastly used solution is to deploy Click-to-Call technology that makes it easy for your potential customers to connect with your brand via Calling. 

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Blog-PBX-vs-CC

First, we understand what cloud contacts are before PBX. The Cloud Contact Center is a comprehensive suite of tools, applications, and cloud-hosted services for call centers or enterprise customer support departments. The cloud contact center can include tools and applications for sending phones, messages that include chat, SMS, social media, robot, etc., as well as email, CRM, and the Omnichannel.

The cloud telephony application simplifies the flow of incoming and outgoing business calls and includes a number of productivity-enhancing and tracking features. This phone feature can be provided in two ways, namely Cloud PBX and Cloud Call Center. Let’s discuss the differences in the features of these applications, but first look at what each application means. Read More

Blog-Voice-Analytics

Agents work hard every day to communicate with customers. They keep track of customers’ performance throughout the day, leaving their own aside. They do their best to maintain quality and represent the brand in their best way. And finally, they would like recognition for their efforts.

It is somehow impossible to review all customer calls and analyze each agent. You can hire a team for this, but doing it manually is still very primitive. Imagine if you had a solution that generates reports, triggers actions, or even pushes an agent based on what is being said during a call. This is what voice analytics does.

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Blog-Business-Core

To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Denis Waitley, Author, and Motivational Speaker

Call centers are the heart of all businesses, ensuring seamless flow and customer experience (CX). Despite the expansion of chatbots, email, and social media, call centers are vital in managing customer problems, which is also closest to face-to-face engagement. Call centers are designed to handle large volumes of calls, both inbound and outbound, and if you are wandering customers’ rarely call businesses today – the opposite is true.

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Blog-Role-of-Agent-CX

What’s the primary objective of contact centers? ‘CUSTOMER SATISFACTION’ As per the traditional KPIs, customer satisfaction is calculated on the average time a customer spends on hold, how swift is the agent’s answers, and how quickly was the resolution provided? There is a direct connection between customer experience and frontline productivity. Make an effort to boost it, carefully consider and analyze agent tasks/issues that arise.

Great Agent Experience

For a high quality of customer satisfaction and organization productivity, eradicate or work on barriers that boost agents’ performance. As per Gartner, alleviating the agent experience will ultimately increase the customer satisfaction rate by 11%. Further, experts suggest developing customer experience management (CEM) and dealing with customers as individuals. Read More

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