Customer service is more complex today than ever before. Cloud-based contact centers have offered businesses the perfect solution for the ongoing challenges of customer service. The realm of contact center solutions is growing rapidly, as are the opportunities to mold unique customer care experiences that set you apart. In addition, the customer care experience is usually the first impression a potential buyer or client has with your company.
And in the business world, first impressions are everything.
Your company’s customer care solution directly affects its reputation.
Competent customer service is not enough. To rise above the fierce competition, you need superior customer service. You also need to stay one step ahead, and that means knowing what’s changing in the arena of customer service solutions. The days of static call centers as the sole means of customer service are waning. High setup, networking and staffing costs have begun to cast doubt on their efficiency.
Take a look at the below attributes to gain some insight into highly effective customer service solutions.
Dynamic Elements & Flexible Services
You need something dynamic to keep up with the demands of today’s customers. You need the right elements.
In today’s constantly changing sphere of digital marketing, superior customer service includes a lot of different elements. And a lot of questions, too.
- Will you employ voice self-service to ensure 24⁄7 customer support?
- What’s your contingency plan in the event of an ACD (Automatic Call Distributor) failure?
- What will your business’s customer care experience look like?
Have you thought about these questions yet?
Miss the mark on one of these tenuous elements, and you’ll suffer a high customer churn rate and fail to gain momentum. For maturing businesses and startups, this is devastating.
The customer doesn’t see your current dilemma. They only see the final result: the customer care experience.
Cloud technology allows far more flexibility for customer service agents. Consequently, there is more flexibility for companies. An emphasis on web-based services like chat, as opposed to traditional methods like phone to phone interaction, have afforded businesses more opportunities to take advantage of remote agents. The multitude of easily accessed features, from call routing and recording to per-agent pricing, has put the spotlight on cloud-based contact centers.
And the big consensus is that they are the future of customer service solutions.
Customer Focused Solutions
Successful customer care services stand ready to offer solutions when the customer has a problem that needs to be solved now. They offer organized and consistent customer care that constantly meets or exceeds customer expectations. Also, they have customer service agents with the resources at their fingertips to solve any problem. And that’s powerful.
You want to launch your business forward with the assuredness that the customer will receive that same high quality, flawless experience every time. Most of all, you want to deliver these elements in a cost-effective manner.
When you accomplish all of the above, happy customers follow.
When you have happy customers, you have sales and high retention rates.
Let’s use Amazon as an example.
Most of us know the web titan from the point of view of the customer. For small and large businesses with an emphasis on digital marketing, they are a role model. For a customer with a problem, Amazon exudes organization, reliability and consistency. They accomplish this because they are primarily customer focused. They offer both phone and web-based customer service, and they do so seamlessly. Furthermore, these services are easy to find on their page, and even easier to utilize. Their service model as a whole is dependable, so it gives customers a sense of deep trust in the service. Consequently, those customers keep coming back and the results speak for themselves.
In contrast, disorganized customer service is obvious and presents a bad first impression. Understaffing or a lack of network flow will come through in the customer care experience. From dropped calls to slow response times, the customer does not see the causes, nor are they forgiving. Rather, they see the totality of the customer care experience, and associate it accordingly with your company.
And word gets around-fast.
Leaving a potential client with a negative outlook on your company is an often irreparable mistake. However, that mistake can be avoided.
Cloud contact centers offer optimal efficiency for customer service agents, including those working remotely. They also allow you to cut out the high-cost maintenance of call centers, without sacrificing quality.
That’s the best of both worlds.
The customer care service that you offer can be the deciding factor for an on-the-fence customer. Treat the question of your customer care solution with a sense of urgency and passion, since it’s a direct extension of your business at large. Your service platform is the intermediary between company and customer.
Thus, it bears repeating: customer service is vital.
Traditional call center models, with their enormous startup costs and unpredictable ongoing charges, are a thing of the past.
With Omnicus, you can join the future of customer contact center solutions. We’ll help you make that vital first impression.