Every business seeks customer attention, support, and satisfaction. They want to grow in the market with loyal and happy customers. Every survey and study has highlighted ‘happy customer means happy business.’ You need a highly convenient and advanced customer-centric solution, ‘the best cloud telephony solution provider in the market.’

If you want your business to grow and serve your customers with the best, you require more than a tangible product. 

And we at Sarv provide ‘the best’ of everything. We offer a customized cloud-based solution that streamlines your business communication and ensures high productivity.

Explore below what cloud telephony solution providers like us offer and what makes us unique in the competitive marketplace.

Who Are We?

Sarv is a SaaS-based company offering communication solutions to businesses of all sizes and industries. Our solution is built on AI Unified Cloud Telephony and provides result-oriented marketing solutions to enterprises and SMEs.

The all-in-one CX solutions support your business to enhance customer satisfaction throughout the customer journey.

You just need to share your demands and requirements with the best cloud telephony solution provider. We’ll create a customized solution that builds a strong relationship between you and your customers.

What does Cloud Telephony Solution Provider Like Us offer?

We offer a wide range of services, including cloud telephony, lead generation tools, etc. Here is the list of products by Sarv to boost the customer experience for enterprises:

Call Center

A business-ready and customized cloud-based call center for you that cuts operational costs. Whatever you need, → live IVR, automated routing, auto-dialing, CTI integration, number masking, etc., is available. Everything you need is there in our single cloud solution.

What else can you get within our call center solution?

• Business Number (virtual, toll-free, etc.)
• Phone Proxy
• Voicemail
• Click-to-Call
• Audio Conferencing
• Customize Call Flow, etc.

Voice Solutions

Voice is one of the most influential modes of communication. Audio solutions are a crucial part of customer service that resolves customer complaints, meets marketing goals, and promote the brand’s vision. Voice solutions help businesses in customer support, delivery verification, verification process, generating leads, etc.

Some of the familiar voice solutions in the cloud contact center include:

• Voice broadcasting
• Inbound/outbound IVR
• Voice OTP\
• Audio conferencing
• Click-to-Call
• Text-to-Speech
• Missed Calls

Enterprise Contact Center

It’s a grand solution that helps your businesses deliver superior customer experience and digital transformation at any scale. You can manage customer interactions with features such as call routing, automatic call distribution, caller ID, etc.

You also get real-time reporting and analytics to track the performance of the contact center.

Remote Contact Center

A remote contact center is similar to a physical contact center with similar features and services. However, the only difference is that agents can work from anywhere, including homes, co-working spaces, rented apartments, etc.

Location is no more a limitation; thus, saving costs for agents and businesses simultaneously.

What Differentiates Us from Others?

Every business needs a unified solution that helps reduce pressure and burden on representatives. Also, agents can focus more on resolving customer queries rather than juggling between apps. What else do businesses want that Sarv – the best cloud telephony solution provider already knows about?

All-in-One Package

Sarv is an extensive cloud telephony provider that offers cloud solutions like virtual numbers, IVR solutions, missed call alert services, toll-free numbers, voice broadcasting, etc. You can update your business with advanced features like Text-to-Speech (TTS) solutions, chatbots, and more.

Around-the-Clock Support

Why do you need to choose Sarv? Because it provides 24*7 support, bringing your business non-stop support. We offer 99.99% uptime, allowing businesses to work without interruption and downtime. Also, the communication between your business and customer will be smoother than ever.

Solution for Everyone

Sarv’s motto is to bring the best business communication solution to businesses of all sizes and industries. It doesn’t matter if your business is small or big; Sarv has designed a solution that can be customized as per requirements.

Secure & Protected

Security and privacy are the highest concern of the customers. Moreover, credibility highly depends on you manage your customer data and how much you respect their privacy. To prevent customers and companies, Sarv has a phone number masking feature that protects the identity of participants on both ends of the call.

Economical

Cloud communication is one of the easiest and simple solutions for business. Also, it fits into the budget, and you only pay for what you’re using. It reduces the company’s operation cost and enables seamless customer-agent communication over the internet.

Up-to-Date Tools

Sarv brings up-to-date tools and features that enhance the customer calling experience. Chatbots, speech analytics, call disposition, Text-to-Speech (TTS), voice bots, etc., are some of them. Additionally, the API integration at Sarv supports agents to work smoothly without hesitating during customer support.

Ready to Move Your Business to New Heights

Now, business is all about customers, their interests, and satisfaction. That means businesses need a customer-centric solution with state-of-the-art service that offers a seamless customer experience. And your business can get that top-notch cloud telephony solution with Sarv – the best cloud telephony solution provider in the market.

The team at Sarv is working round the clock to provide the best services, supporting businesses of sizes and industries to build their brand and satisfy customers.

The post What Makes Sarv ‘The Best Cloud Telephony Solution Provider’ in the Market? appeared first on Sarv Blog.

REPORT: For every percentage increase in FCR rates, your business operation costs will decrease by 1%.

Your call center is the first line of defense against poor customer service. As you delve deeper into customer service efforts, you work on strategies and tools that increase client satisfaction and enhance agents’ efficiency.

In this article, we’ll cover how you can resolve a customer’s problem within the first interaction and no follow-up. You can provide them with the answers they need.

What is FCR?

First Call Resolution (FCR) or first contact resolution is a significant call center performance metric for monitoring customer service. It presents the company’s ability to handle and resolve customer queries via calls, emails, or other support channels in the first interaction. It gauges customer satisfaction and maintains a higher first-call resolution rate.

FCR matters a lot, be it a question, comment, or complaint in a single interaction. Following the recent report, about 86% of customers directly contact to call center and expect their issue to be resolved on the first call. For every follow-up call required to resolve the issue: the customer satisfaction rate drops by 15%. Additionally, every customer wants to feel valued and expects to take care of their problems seriously, thus increasing the importance of FCR.

Why is FCR Important?

FCR helps companies measure customer experience and provide insights to improve the company’s CX strategy. It is a good indicator, showing the responsiveness of the company and its operating efficiency. The crucial focal point of any business should be FCR – it strives to drive quality customer service. Why is FCR important for your business? Explore here:

STUDIES: As per SQM – FCR increases customer acceptance of a product or service offered via cross-selling by 20%.

Retaining Customers

Poor customer service is one of the reasons why customers change their business loyalties. Whereas, FCR strives to solve the customers’ pain points at the first customer interaction, increasing their trust. If at any stage, your customer is dissatisfied with your service; they might turn to your competitors.

Provides High Satisfaction

According to a report, 32% of customers will choose to leave your brand after one bad experience. And in the era of technology and social media, we’ll know unhappy customers sometimes vent their frustration online in public. Meanwhile, FCR turns potential brand detractors into brand promoters (by effectively solving their requests and queries).

STUDIES: Only 5% of call centers globally are currently operating with an FCR of 80% or higher.

Enhances Agent Productivity

Resolving customer queries during the first interaction means your support team has to deal with fewer follow-ups/repeat requests. This results in shorter wait times for customers and more time for support staff to spend on more complex requests.

STUDIES: 1% increase in the first contact resolution rate, which increases the employee satisfaction rate by up 5%.

Best Practices for First Call Resolution

Now, you know about FCR but don’t know its calculation? The formula is very simple – FCR = Total Resolved Cases/Total Number of Cases. You can see how your business stacks up to the average using this formula. FCR gives businesses room for improvement. Moreover, you can measure it by keeping these few parameters in mind:

• What is the reason behind the constitution of a repeat call? What is the reason behind the constitution of an escalated call?
• Do you count escalated calls against your FCR rate?
• Do you count the caller’s mistake?
• What factors will you use to determine whether a call was sufficiently resolved?

Once you’re clear with these parameters, you can start to implement FCR best practices. Some of the practices you can do are:

• Evaluating your company’s existing FCR strategy.
• Determining what needs to be improved.
• Developing goals that are achievable and address the deficiencies in the existing FCR strategy.
• Develop a plan to achieve these goals and implement them.
• Track key FCR performance indicators and measure the performance of the new strategy.
• Allow your agents to get resolution confirmation.
• Create CSAT/follow-up surveys to receive insights and customer feedback.
• Implement strong IVR and ACD systems.
• A higher level of customer self-service, a higher level of FCR.
• Strengthen and optimize internal resources/documents that have all the information needed.

Conclusion

The abovementioned practices will improve your FCR and also enable your business to provide exemplary and fast customer service. Here at Sarv, we specialize in helping call centers achieve dramatic surges in businesses’ first call resolution rates. With our integrated data solution, we provide call center agents with a 360-degree view of the customer and their demands.

You can gain access to information through multiple channels and learn to ask the right questions to customers, so your agents can achieve a first-call resolution much faster. 

Want to improve your first contact resolution, then connect with us today.

The post First Call Resolution: Resolve Customer Problems in First Interaction appeared first on Sarv Blog.

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.

 Moreover, it offers different options like UCaaS, CCaaS, and CPaaS. It is a responsibility of a business with a huge customer base to evolve the technology and solution for convenience. Cloud contact centers give your business:

• Scalability
• Flexibility
• Quick deployment
• Minimum infrastructure cost, etc.

 If you are exploring cloud contact center technology then begin with the options. Also, demystify the acronyms you often see in contact center jargon. And in the last 20 years, UCaaS, CCaaS, and CPaaS turned out to be the most demanding technologies for organizations.

Let’s explore and take a closer look at these services.

 What is UCaaS?

UCaaS stands for Unified Communications as a Service. The solution streamlines and integrates communication channels, including voice, conferencing, SMS, and chat applications. It is a cloud-backed solution hosted by a provider, allowing agents to access everything via the internet. It eradicates the need to set up any of your own infrastructures, encompassing flexibility to the business of all choices.

The unified communication model supports six communication functions:

• Enterprise Telephony
• Meetings (audio/video/web conferencing)
• Integrated Messaging
• Instant Messaging & Presence (Personal & team)
• Communications-enabled business process

UCaaS Plus Points

The platform is becoming popular as consumers want to reach companies in their preferred medium. So, now companies are incorporating a solution that supports customers and teams (to manage multiple streams from one interface).

• Integrated Communication Tools & Apps
• Flexibility
• Cost-effective (No hardware costs)
• Better Customer Experience
• Scalability
• Online Access
• Easy Setup

What is CCaaS?

CCaaS stands for Contact Center as a Service built on APIs (application programming interfaces). Moreover, it is a software deployment model or business communications technology operated by a vendor, which eliminates the burden of maintaining IT, integrations, and other support costs. Businesses get access to the provider’s contact center solution on a pay-per-service pricing model or subscription basis. You can integrate features as-needed and avoid being charged extra.

The solution evolves alongside your business needs and comes with features like:

• Interactive Voice Responses (IVR)/Virtual Assistant
• Automatic Call Distribution (ACD)
• Chat messaging
• Analytics
• Call Queuing, etc.

CaaS Plus Points

CCaaS’s main goal is to offer flexibility and scalability to businesses. The advanced features support providing a better customer experience. Moreover, the agents can access more tools and data to satisfy customers without toggling back and forth between multiple applications.

• Detailed Customer Insights
• Better Customer Experience
• Greater Employee Engagement
• Feature-rich solution
• Analytics Capabilities
• Fast Problem Resolution

What is SaaS?

SaaS stands for Software as a Service. It allows users to connect and utilize cloud-based applications over the internet. SaaS applications are sometimes known by different names like web-based, on-demand, or hosted software. Users can use SaaS applications (rent the use of the application) from any compatible device over the internet. The solution ensures the availability and security of the app and data.

If you have used a web-based email service then you already have used a form of SaaS. For organizational use, there are productivity apps such as:

• Email
• Collaboration & Calendering
• Customer Relationship Management (CRM)
• Enterprise Resource Planning (ERP)
• Document Management, etc.

SaaS Plus Points

With SaaS, organizations can quickly start running the app at a minimal upfront cost. It is not just cost-efficient but also increases efficiency. There are more benefits that SaaS offers:

• Accessible from Anywhere
• Automatic & Frequent Updates
• SLAs for Uptime and Performance
• Highest Level of Security
• Pay Only for What You Use
• Gain Access to Sophisticated

Similarities Between UCaaS, CCaaS, and SaaS

All these three technologies have emerged in the last 20 years to serve customers’ demands. The solutions enable organizations to reach customers conveniently for sales or support. The technologies turned out to be a huge trend after 2020 (Coronavirus) as the world adjusted to remote workforces and constantly changing conditions.

Although UCaaS, CCaaS, and SaaS serve different functions, there are several common benefits. Some of them are:

• All three technologies are cloud-based services, making them quick and easy to install with no hardware requirements.
• Cost-efficiency is a common feature compared to traditional phone systems.
• Organizations using the technology experience high productivity among agents.
• The solution reduces the chances of manual errors because of automation and integrations.
• Organizations moreover have the flexibility to scale their business anywhere they want.
• Advanced reporting and analytics help in enhancing the overall performance.

Cloud-Technologies Add Value to Businesses

Cloud-based applications enable the smooth functioning of call centers and contacts. Moreover, it has emerged as an effective solution to growing business while keeping costs reasonable. Service providers like Sarv help users and free them from the burden of installing, maintaining, and powering any solution. The trend and comfort will keep on growing with technology.

Are you ready to incorporate a customizable solution? Connect with experts in Sarv today!

The post Learn the difference & Choose Right Platform: UCaaS VS CCaaS VS SaaS appeared first on Sarv Blog.

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.

Businesses should know that 86% of shoppers are ready to pay more for a better customer experience (CX). It attracts new customers and leads to better customer retention.

Now, automation is changing the customer experience of every business. It has become the gamechanger in delivering smooth and personalized support.

Automation in Customer Service – What does it mean?

Automation eliminates human involvement in the customer support process. Customer inquiries resolve issues with self-service resources, proactive messaging, or simulated chat conversations. Earlier, a team of customer service agents fixes customer issues only through calls. They managed through inbound phone calls, emails, and other channels. Thus, leading to the requirement for more and more support staff.

Automated support systems allow businesses to be available 24*7, 365 days a year. The cost-effective factor is more than human customer support representatives. Utilize automation to assist customers in simple and repetitive tasks while directing tickets to the appropriate departments.

This in turn frees up the representatives’ time. And permits them to devote more to customers who genuinely need human support.

Need for Automated Customer Service in Call Center

More Efficient Customer Communication

Automated chatbots and call forwarding are widely in practice for direct and efficient communication. Customers’ interests are turning towards self-service, which reduces the burden on customer service personnel. Automation enables customer service representatives to prioritize the queries based on urgency and severity. Phone calls are important, but now, customers have choices, preferring chatbots over calls.

Economical Solution

Customer service automation is directly related to costs. We know the cost of LIVE representatives to engage with customers is more than automated communication technologies. 

According to McKinsey, businesses using technology like automation can save up to 40% on service costs when revamping CX.  It is not only about labor costs; your business with automation increases the lifetime value of customers.

Adds More Value in Customer Support

Customers receive answers and gain value in a short span of time. An agent can solve more complicated problems when simple FAQ calls are diverted from calling. Pressuring them to achieve short call time will only promote toxicity and frustrates customers. Customers can get answers at once: thus, allowing agents to focus on other works. This approach makes customers and agents happy.

24*7 Customer Support

Automated customer service extends availability to customers. Humans limit the 24*7 customer support in the organization. Meanwhile, automation enables interaction without interruption. Self-service and intelligent chatbots allow online assistance without human involvement while connecting with prospects and potential leads instantly. You will never miss any lead and opportunity with automated customer service.

Leaves No Room for Human Error

Bouncing customers from one support agent to another will only infuriate them, regardless of how friendly the support team is. Agents hold the responsibility to resolve customer inquiries as fast and efficiently as possible. Automating customer service reduces human error and is considered one of the best ways to improve service speed. Moreover, your business gets an in-depth analysis of every call, which helps in the future.

Result-Oriented Solution

The goal of every customer interaction is to achieve an outcome that satisfies everyone. Happy customers mean loyal customers. Also, customers are ready to pay more for brands they believe in. Automated customer support prevents problems from being pushed to the back burner, especially in troubleshooting common and simple customer issues. The automated chatbots and self-service channels (knowledge base) empower customers to troubleshoot easy problems and simple questions.

Automate These Customer Service Tasks

Companies analyze customer behavior and keep adding high-volume and simple tasks to the chatbots, FAQs, and self-service channels. You can use automation for these tasks:-

• Account Verification
• Greeting customers
• Gathering customer information
• Troubleshooting basic problems
• Transferring tickets to appropriate representatives

Ready to Automate Your Customer Support

Automation transforms customer relations and the efficiency of internal teams. Customers’ support channel preferences keep on changing while increasing the need for instant resolution. Intelligent customer support plays an integral role in improving customer experience while ensuring customers remain loyal to your brand.

Interested in automating your customer service, then unlock its power and contact us today.

The post Unfold the Power of Automation to Enhance Customer Experience appeared first on Sarv Blog.

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.

Call Center Solution for Ecommerce Sector

Since customer service quality is the top priority for e-commerce businesses, adopting a unified system is crucial where you can have track of every single interaction made with the customer. It requires implementing a strategy for recognizing customer behavior and ensuring that customers do not leave disheartened. It requires an agile call center solution to be in place for making professional, convenient and courteous contact with the customers. 

No doubt, tech-based solutions are mandatory in creating a long-lasting connection with customers. By availing call center services, you can easily manage customers’ concerns, handle queries and reach out to a huge audience. A seamless omni channel experience is what you require for building trust through consistent conversations across all channels. It is seen that about 75% of customers demand a personalized experience when interacting with the business. Let us understand how call center solutions can be helpful in elevating customer experience in the e-commerce industry. 

1. High Fast Call Resolution Rate

Cloud-based call center solutions, designed for e-commerce platforms will result in quick responses to problems. This software has the ability to provide great customer satisfaction by transferring calls to the right agent. It can boost up the first call resolution because when a call is landed to the right agent who has the necessary skills and knowledge, then he/she is in a better position to deal with customer issues efficiently. Quicker responses can lead to the best customer experience. 

2. Seamless Interaction

Ecommerce businesses using call center software can allow customers to get a consistent experience which leads to seamless interaction. Agents empowered with the right tools are able to serve customers through real-time data and provide apt resolution. Consequently, agents can determine contact information, name, purpose for which last was made and other pertinent data so that they can satisfy customer needs by asking less questions.

3. Routing Calls Faster

Call routing is an important feature that you can see in the call center solutions which offers transferring of calls to concerned agents for faster resolutions. For instance, customers calling for product inquiry, order processing, order cancellation, and refund will be transferred to the enquiry department, processing department and escalation department, respectively.

4. Enhanced Agent’s Productivity

All of the sophisticated features offered by call center solutions can help your e-commerce business to boost agents’ productivity and efficiency. CRM integration, click-to-dial and call tagging are some functionalities that make the work of agents easy. They are able to deliver customer service, upscaling current customers which leads to higher business revenues.

5. Don’t Miss Opportunity

Features like queue management and voicemail allow agents to not miss an opportunity to acquire the right customer. Certainly, a call-back feature will help you to identify and chase relevant sales leads, allowing customers to revisit. As a result, you can enhance sales conversions to a greater extent. 

6. Analytical Dashboard

A well-sophisticated analytical dashboard can help you to make the right decisions at the right time. This dashboard involves consolidated information about customers including call history and analytical reports are helpful for training purposes. Real-time recording of the performance helps to give required feedback to the agents. Such detailed insights are presented in a graphical view for analyzing productivity. 

7. Highly Capable for Remote Work

If you want your agents to work remotely then call center software can give the greatest efficiency and flexibility that can be a versatile option for undertaking a cost-effective option. The systems are remote-friendly wherein agents can log in from anywhere and anytime. 

Must Have Practices for Ecommerce Customer Service

You must keep in mind that creating a customer experience can lead to gaining a competitive advantage. The following are some of the straightforward tips for building e-commerce customer service impactful.

1. Omnichannel support is what you need to form seamless interaction. Switch to cloud call center solution.
2. Train your employees by focusing on training and upscaling on the latest systems.
3. Make a high standard for customer interaction for developing consistency.
4. For e-commerce businesses, customer feedback is important as it decides the frequency of customer revisits. So focus on that!
5. Making clear refund and cancellation policies can help you to be transparent in every aspect. 

Summary!

In a nutshell, it is important to develop a customer experience strategy by using the right tech-driven tools. Call center solutions can be a fruitful way to make customer engagement by automating calls. When you are running an e-commerce business, realizing the importance of “happy customers” is necessary and adopting a unified communication system in one way to customer satisfaction. 

The post How Ecommerce Call Center Solutions can Provide Best Customer Experience appeared first on Sarv Blog.

Thriving in the business market has drastically changed over the last decade!! Let’s see how you can become a leader in this fast-paced business marketing environment to enhance customer experience. 

Customer experience is one of the most prominent factors that help to determine how a business will thrive. A product or service may be great, but if it cannot retain the customers, then there is something missing!! 

Nowadays, Customer Experience has become the oil in your engine because it plays an integral role in determining whether your business will succeed or fail. 

Business Marketing trends have taken a drastic shift from traditional “discounts-offers” and “bragging-about-wins” to something unconventional and technically sound. Now, well-informed customers do not just get fascinated with the offers but they expect more from the businesses. 

Your customers won’t stick around for a long time if you’re not considerate of them and their interests. Sadly, this means you have to sacrifice profit sometimes! And yep – we agree that it sounds pretty unappealing, but it’ll be worth it when your customers realize just how much thought & effort goes into making them happy!

But how does Toll-Free number come into the picture of improving customer experience? Let’s see how!!

This piece of writing will discuss the importance of customer service and explain how a toll-free number for your business can be instrumental in strengthening your customer relationships. 

Here we go!

>>Flexibility to Call: It Enhances Call Flow

Businesses that use a toll-free number are regarded as having customers’ best interests at heart due to the flexibility that it lends them. On the other hand, when brands do not offer their customers toll-free numbers to get in touch, it reduces call flow by 30%-40% since calling customer services and waiting for nearly 15-20 minutes is not affordable to everyone. 

Additionally, this may leave many customers feeling undervalued and may even take away the company’s reputation. 

On the contrary, businesses that offer a call-back feature to their customers are rewarded for having a professional service team that can address customer issues within a short time-frame. It also creates value by offering customers an effortless way to access businesses without incurring costs.

>>Toll-Free Number Offers Exceptional Portability

When you have a toll-free number for your business, location doesn’t really matter. Even if you relocate your business, customers will find your toll-free number and reach out to you. 

This is because having a toll-free number allows customers to call without paying for the privilege of doing so. It also gives you freedom from being tied down to just one local area and allows you to conduct your business from wherever there is available land-line phone connectivity! You can also forward your calls from toll-free numbers to other phones of your choice for both better management and greater flexibility in customer service options.

>>It’s an Excellent Marketing Tool

A toll-free number can help companies efficiently analyze their marketing strategies. An enterprise usually adopts all kinds of advertising techniques to advertise its products, like TV, online, magazines, social media, digital marketing, and many more. However, when a customer calls, the company has trouble figuring out what kind of advertisement attracted them to the business. 

For example: if a person heard about your business from one of your radio commercials, he/she will write down the phone number provided during the ad and call that number instead of writing down yours as it is shorter to remember. If you are interested in analyzing which advertising methods are working best and which ones could be improved upon, a toll-free number is an ideal way to keep track.

>>Faster Response to Customer Queries

A toll-free number already offers excellent flexibility to customers, but their experience can be improved multiple times by integrating it to IVR (Interactive Voice Response). Well, phone systems with IVR have been around in one form or another for some time, and the best part is, as this technology has been developed and become more sophisticated, you can now have much more than just a straightforward automated message to greet your customer. 

IVR technology saves customers’ time by allowing them to access their calls in the queue more quickly and presents a few short options for different departments they may want to reach out to.

>>Human Interaction – Builds Trust and Credibility

In a world where there are so many ways to avoid actual human contact and avoid costly conversation, companies must choose to incorporate their most valuable asset: people! It’s people who make interactions memorable, connect enterprises with customers and ameliorate customer experience dramatically.

In the end, businesses need to invest in the right people to provide their customers with the support they need.

We’re sure that these points have allowed you to make a decision that works the best for your business. So, what are you waiting for?

Invest in the best toll-free number provider and let your business thrive in the market. 

Research suggests that “a toll-free number for your business if done right, can be instrumental in improving customer care and enhancing overall customer experience. 

Well, technology is a vital tool, but it’s really the human interaction that adds real value. However, when it comes to offering outstanding customer service, both technology & people are indispensable. To avail the maximum benefits of toll-free numbers, you need to invest in a service provider that caters to your business requirements. We at Sarv offer the best toll-free number service that fits all your requirements. 

So, that’s how having a toll-free number can benefit your business in various ways. That’s being said, let’s wrap up this write-up. Thank you!

The post How a Toll-Free Number Can Enhance Customer Experience appeared first on Sarv Blog.

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.

Agents are the only point of human contact – customers have with the organization. Organizations must equip agents with the support and the resources required to employ their skills at best. Incorporating the right tools is like a gateway to delivering great CX. Agent interface plays a key role for a company, and these are the qualities of a perfect agent workspace to boost CX.

 Flexibility

A disorganized workspace spoils efficiency and productivity. With the presence of omni-channel contact centers, agents have multiple digital channels to communicate with customers. It sometimes creates chaos, affecting CX. Work efficiency increases if agents can get the correct information in front of them. An efficient and simple interface will support the agent and strive for a favorable workflow.

Usability

An intuitive and easy-to-use interface will ensure smooth CX. Simplify the process for agents and new hires with basic training, tools, and system. The organization’s bottom line will be cut short with training and guidance. A single application to access all data will increase average handling time (AHT) and impact CX positively.

Accessibility

The era of flexible working options for agents has ushered because of remote and hybrid models in 2020. The facility to work from anywhere and any device defines resources for contact center transactions in the future. The Web Content Accessibility Guidelines (WCAG) suggest creating your web content understandable, practical, operable, and secure.

Core Behaviours of Agents to Make a Difference

The trend of online purchases and socialization is growing. Interactions through traditional channels like in-store purchase or call center communication often fall to second place. Product and user-generated content, positive and negative reviews are crucial to creating a great customer experience.

Following the 2009 Profiles International Report ‘Six Crucial Behaviors for Consumer-Facing Employees,’ these core behaviors of agents will make a huge difference in CX:

Trust

Building a robust and long-term relationship, so gaining customers’ trust is the first and foremost step.

Tact

It is important to watch how and what agents say.

Empathy

Customers are prone to the person who understands and cares about their experience/problem.

Conformity

Alignment of customers’ objectives and expectations is the core behavior an agent needs to keep.

Focus

Distractions will lead to the downfall, and a good customer service agent keeps information in mind.

Freedom

Be a problem solver for customers as that is what they are looking for.

Key Findings Include

The goal of an agent is to optimize customer interactions and nurture customer loyalty. As per Gartner, 86% of customer experience executives classify employee engagement as a top part of delivering improvement in CX. Following a detailed study and experience on opportunities and challenges of contact center agents, including the survey of over 150 agents collected from 20 different industries:

• Right tools can either speed or hinder the resolution of customer inquiries.
• 29% of surveyed staff highlighted the motivating factor for agents is helping customers.
• 30% of agents face major problems in using the system adequately.
• Around half of the contact center agents have limited on-the-job training i.e. less than two hours in a month.
• Motivation and engagement of the workforce are increased with business transparency.
• Agent’s influence on the organization’s goals is considered a significant inducing factor (22%).
• 16% of agents believe that their engagement will increase if their performance metrics and business goals are aligned.

Empower Agents (Conclusion)

Customer expectations are constantly evolving, expanding from digital-first looks to engaging customers with exceptional experiences provided daily. Contact centers need to support their agents as they hold the solution for customer problems.

• Agents working in SMB (small & medium business) contact centers (68%) have higher levels of satisfaction compared to large contact centers.
• Training programs and organizational practices vary as per contact center sizes. Small contact centers give more continuous training to enhance agents’ skills.

Drive greater efficiency, satisfaction, and retention by transforming customers’ and agents’ experiences together. Support your agents and ensure an effortless experience with the flexible layout from a single interface.

The post Role of Agent Interface to boost Customer Experience (CX) appeared first on Sarv Blog.

No one can deny that collecting and analyzing customer feedback is no joke when it comes to improving your product service. However, feedback is only important to you and not to your customers. Customers are using your product or services out of their own goals. They do not feel responsible for not giving feedback to you once they start using your product or service. This feeling of customers makes it hard to obtain feedback from them.

Sometimes these clients fill the survey or feedback form just to get rid of the inconvenience these measures cause. Customers are also busy people, just like we all are. And many won’t spend their time telling you about the flaws of your product.

Another reason that stops customers from giving feedback is that they don’t want to be fully honest with the brand. Being totally honest sometimes feels uncomfortable.

So how should we get feedback from our customers without causing inconvenience for them? Well, there is an effective way to follow to get your things done. So if you follow the list we have compiled for you, you might get what you want from your customers.

A Follow-Up Email:

Email is one of the common methods to approach your customers. You can automate this follow-up email to be sent when you have delivered a service or product to the customer.

You might have already experienced that when you have shopped online or went to a new store.

With people like us, you can automate this process of sending follow-up emails. So basically, you won’t miss a chance to send follow-up emails, which will increase your chances of getting feedback.

SMS, if not Emails:

Technically, SMS has a higher opening rate than emails. So, if you are not comfortable going ahead with emails, you can still choose SMS for the same. In the time when people are just finger touch always from their phone, SMS still holds its place firmly. For potential leads and existing customers, SMS is a great way of communication.

Integrate Survey Form in Your WiFi:

If you are a cafe, bar, restaurant, or hotel, you may be providing wifi service to your customers. So we all know that free WiFi attracts more customers, but you know it can help you get feedback too.

You can allow customers to use WiFi once they enter their email addresses as Login credentials. This captured email can be used for sending feedback forms. Or use a survey page as a gateway to use the WiFi. Exploiting your free WiFi to get feedback can give a fair value to your business and brand.

Paper Feedback Are Never Old School:

Well, some brands are still using this old-fashioned way to get the feedback they want. What do you need? Simple, a pen, a paper with feedback questionnaires. It may look like a cost-effective and simple way to use, but it has its own downsides.

One is the hidden cost of stationary. You need to spend on pen and printing, and junior staff to enter all these data into the system. Practice like this will approximately sum up to $500 per year. We can say it is a big hammer on SMEs’ annual budget.

Live Chats Are Indirect Feedback:

Have you ever tried to explore your live chats? Well, if you have not, then you better start soon. Live chats are one of the easiest mediums to get your customers’ feedback. They connect with your agents whenever they have any problem. The problem can be of any kind. Whether the product or service is not working as it should have, or they are unable to use some feature or else. 

So when they explain their problems with your agent, it works like a genuine review of your product and service. Make a list of all these and sort the issues that are causing customers trouble.

Not only that, but customers’ might leave you some positive notes in the chat too. Use them to keep your spirit and product up in the market.

Recording Sales Calls Works Too:

Just like your live chat transcripts, sales calls can do the same wonder for you. A customer might be on the call with you to tell you about their experience but in an indirect way. All you gotta do is hear their call carefully. A cloud call center can help you with saving all the recordings over the cloud and access them anytime and anywhere you want.

These are the ways you can get the feedback you want from your customers. See, you never knew that getting feedback is this easy. So, next time try one of these and try to get what you want.

The post How to Convince and Actually Get a Feedback From Customers appeared first on Sarv Blog.

When a business integrates different marketing mediums under one channel, it becomes easy for customers to get everything in one place. As technology is integrating our lives every day, the line between online and offline works is getting blurred. There are so many devices around us connected to the internet. We use each of them for some specific tasks. But to match the speed of the world, we look for a solution that can run on a single device without compromising the user experience.

This is where omnichannel experience comes into existence. So what does it actually mean? Let’s begin with its definition.

What is Omni-Channel Experience?

Omni-channel can be defined as the multi-channel approach to marketing, sales, and customer service with solutions integrated under one entity or organization that is making the approach. It does not matter where the customer has been reached out.

When a single organization provides its customers an integrated customer experience through sales, marketing, or services, it falls under Omni-channel experience. No matter where the customer is, online using desktop or mobile devices, at the shop, or over the phone with an agent, the experience should be seamless everywhere.

Creating this kind of experience needs integration of customer-serving solutions to its depth. There is a very thin line between omnichannel and multi-channel services if you don’t know about them well.

For example, you are running different campaigns for your organization. You set up an email campaign over one tool then move to another tool to create SMS, missed calls, and other kinds of campaigns. But it does not make sure that these tools are working seamlessly.

This is what Omni-channel is. Everything works seamlessly here. Every tool will be integrated under one solution that will help them work in a synchronized way.

How Sarv is Creating Omni-Channel Presence:

To attain more customers, every company should invest in the omni-channel experience infrastructure. To create this model, take these stakeholders into account.

• Product
• Marketing
• Sales
• Customer Support
• Customer Success

These are the 5 departments we are going to take under consideration while creating the omni-channel experience. Infrastructure will serve your business as a medium that works towards common goals and objectives.

Sarv has different solutions that can help your business create this infrastructure. All these solutions work in synchronization with each other and can be controlled from one account which makes it an ideal option for your business.

SMS Marketing:

This is the best medium to communicate with your customers. SMS can be used for translational notification, OTP, promotional campaigns, and in a way that fits your needs.

From the dashboard, you can set up the whole campaign within a few minutes, and with a few clicks, you can activate or deactivate a campaign. Integrating it with missed call service makes it more efficient.

Also Read:- How SMS is a Big Solution for Customer Reach

Email Marketing:

Emails, the basic need of any business nowadays. Just like SMS, emails can also be used for transactional messages, OTP, campaigns, and product launches. As you may know that email marketing has 400% of ROI.

Sarv provides you this solution with advanced segments, A/B testing, drag-and-drop editor, reports, and matrics. All these will make your campaign more smooth. Under one login, your team will be able to manage emails, subscribers, people leaving you and potentially want to join you.

Also Read:- Top 8 Successful Email Campaigns to Send Your Subscribers

Cloud Telephony:

How can you create a seamless customer experience channel without having a call center? Sarv offers you both on-premise and virtual call center services. As it is part of cloud telephony, it also works along with toll-free service and missed call service too.

While opting for the toll-free number, a business can use its existing phone number. If not, a business can also host a number of its liking. With live IVR and cloud synchronization, Sarv delivers you a flexible telephony solution.

Audio and Video Conferencing:

Whether you are scheduling a meeting with your team or your customers, Sarv audio and video conferencing software allows you to conduct meetings on the go with them. Sarv offers both Audio and video conferencing as its products.

Audio conferencing work on VOIP technology makes communication more smooth and with less interference. The moderator of the conference can control the conference from anywhere, just by logging into its account.

Sarv Wave, our video conferencing software, is a purely made-in-India video conferencing solution that was ranked second among 2000 solutions in Innovation Challenge for Video conferencing by the Govt of India. Wave comprises all the basic and advanced features that you need in a video conferencing solution.

Also Read:- Why a Brand Need a Voice Marketing Strategies

Conclusion

All these services can be controlled with one login credential, but that is not the main attraction. Once you join hands with us, you will be able to move smoothly between these services while creating an omni-channel infrastructure for your customers just like we made for you. If you still have a single ounce of doubt, feel free to contact us.

The post Omni-Channel Marketing Solution For Businesses From Sarv appeared first on Sarv Blog.

There was a time when a buyer or a consumer used to contact the seller to purchase something. This moment is where a seller has to convert that potential buyer into a customer. But, as technology advanced, the gap between buyer and seller and the process of contact has widened up. Now between a consumer and seller, there are social media, ads, reviews, and other customers experience.

The Customer Journey:

This part only takes up to 60% of a buyer’s journey to purchase something. Due to which most of the journeys end in between this 60%. The right automation tool can help you connect with your customers during this 60% cycle. Automation will not leave you here. It will always be there through the whole cycle of purchase.

Pre-Sale Automation:

Capturing lead is one hell of an essential task for any marketer. You can get a customer through any medium like ads, social media, or walk-ins. So many sources mean so many leads, and this causes lead leakage. But there is a way to stop this leakage from happening, and that is by using automation solutions for businesses.

Sarv has lead generation software that is capable of capturing these lead leakage. With CRM like software, you can capture these leads and process them for the next cycle of conversion.

Reduce Response Time:

Is your sales team always 100% present? The answer is, rarely. This happens with most businesses. There is always someone who is not present to attend to the customer and this increases the response time. Now this will leads you to lose some leads.

What can you do? Auto-responders and chat-bots connect your sales team with your consumers right away. Not only that, these bots will help consumers arrange in-future meetings.

So when you reduce response time with automation, it makes your consumer happy.

No ‘One Fit For All’:

Every lead is different, and every lead has its own necessity. To know what your leads need, you need to read the website behavior of your leads. This study will help your marketing executive with a lead focused speech. This way instead of aiming in the dark, your executive will be aiming at the light of the study he made. Once you know what your customers need, it will not waste much of your time and your leads time.

Give it a Personal Touch:

Everyone loves personal attention, and in marketing, this personal attention can be very beneficial during the lead conversion. While you make your emails or SMS automated, you have options to make them personalized too. This way, grabbing the attention of your customers will be made easy.

Connect Your Content With Customers:

Make emails with data that is relevant to that customer and compare how your service is helping them. If they are using your SMS automation how well they are performing in comparison to their competitors. How much their SMS is converting customers and what are the areas their business is shining while using your services. This way if you relate your consumers with relevant data they will tend to stick along with your services.

Ciao

Marketing automation is the best bet you can make for your business and to grow your business more you need to adapt the marketing automation. Sarv is also equipped with these kinds of automated and AI-powered marketing solutions. So before leaving, don’t forget to visit our service pages.

The post How is Technology Improving Customer Experience? appeared first on Sarv Blog.