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What does a business want the most? Exceptional customer experience! How can they do it? By improving the first call resolution aka FCR. FCR holds the power to yield countless benefits like reduced costs, smooth operation, high employee productivity, and a high retention rate.
Communication is a need of business. Communication is the base of customer service. It stimulates whether you will have a high customer satisfaction or not. It directs whether you will be able to maintain a customer retention rate or not. It implies whether your business will grow or not. A positive service experience (positive communication) drives consumers to make the next purchase. And there’s nothing better than cloud communication for your business. Read More
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.
What exactly is a SaaS call center and how can it help your business? This blog will help you understand why SaaS has become so mainstream.
It seems like a model everywhere today. In many industries and sectors, companies around the world are moving to subscription cloud services. But why?
Sometimes it may seem that SaaS is all that everyone is talking about, regardless of whether you know what the term means. SaaS has replaced the traditional way businesses operate. In the process, it has also made business processes more efficient and cost-effective. But how can SaaS, especially a SaaS call center, help your business? Read More
Customers are on the throne in today’s markets and they know it. So, of course, the need for excellent support is at the heart of every call center.
Your call center is at the forefront of your activities, requiring constant and careful monitoring. To effectively manage the customer experience, you need consistent monitoring and metrics, which are critical to determining agent and call center performance.
Do you want to improve our call centers’ experience and looking for different ways?
If that is the case then you’ve come to the right place. Read More
