Give Your Customers What They Want

Victor Nguyen of Odigo discusses how you can help meet customer demands through installing a cloud contact centre platform.

From Customer Service…

In the not-so-distant past, clients didn’t tweet, they didn’t share posts, or send instant messages. Their interaction with your business was minimal, and your knowledge of them was fragmented. The best companies provided excellent customer service and that was enough. It’s not any more.

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs. They also expect to be able to talk to businesses through the same channels they talk to everyone else: voice, mail, chat, text message, social, and video.

Organisations that can keep up and provide a seamless multichannel customer experience reap the benefits. According to Gartner Group, businesses that prioritise customer experience generate 60% higher profits than their competitors.

… to Customer Experience

How can you keep up with your customers’ ever-changing demands? How can you provide the experience that customers are looking for? Technology is on your side.

Customer interaction might be at an all-time high, but with the proper tools your business will be ready to handle any query at any time. The same technology that makes it easier and faster for customers to connect can also be leveraged by businesses to help them connect the dots.

Powerful tools, like Odigo for Salesforce, optimise engagement and productivity by sorting, prioritising, and routing queries to the best suited agents. AI and advanced analytics provide more automation and shared intelligence, and this translates to real business value.

Happy Agents, Happy Customers

The equation for a successful contact solution is simple: happy, fulfilled agents equal happy, satisfied customers.

A good cloud platform provides you with the flexibility and scalability to grow your business and benefit from the latest innovations in customer experience.

it will often include a user-friendly agent desktop that fully empowers the agent to handle conversations quickly and effectively, no matter the volume.

An omnichannel agent console puts queries in context, matching the right agent with the right question, while agents get a 360-degree view of customer interactions from all channels in one place, so they can get straight to the heart of the matter.

Self-service bots may also be on-hand to help agents with repetitive, tedious tasks, freeing agents to focus on complex queries.