Razan Saleh at Infobip outlines how to deliver superior customer service with cloud contact centres.
The MENA region has several factors playing in its favour including a young population and a growing entrepreneurial culture that work together to accelerate digital transformation and cloud technology adoption.
Companies around the region are adopting a cloud-native approach and investing in new technologies that support the next wave of scalable communication applications.
However, it doesn’t boil down to staying connected to customers, but rather to having the right cloud-based infrastructure in place to keep that connection coming from anywhere, on the right channel, at the right time, and with the right message.
A cloud contact centre solution serves as a centralized hub for managing and serving client interactions across several communication channels.
One of its primary goals is to equip employees with the tools to provide efficient and streamlined customer support. And no matter how many employees are within an organization, the cloud makes it easy and cost-efficient to deliver the experience customers expect.
The Modern-Day Contact Centre
With technology evolving so fast, customers are not only concerned about the service they’re receiving but also by the experience they’re getting.
Today, the modern contact centre is becoming a customer experience centre. It focuses on delivering a personalized, frictionless, and intelligent customer and staff experience across every touchpoint and interaction along the journey.
A multi-experience centre enhances the customer journey and helps employees be more satisfied with their jobs by creating valuable and lasting connections. It also connects multiple channels and devices used by agents to work better, faster and deliver seamless interactions.
Benefits of Using a Cloud Contact Centre
Contact centres are finally evolving as a result of the growth of communications APIs. Thus, making it much easier and faster to build a cloud contact centre by using APIs.
Let’s take a closer look at how using a cloud contact centre solution can help you build connected customer experiences and deliver superior customer support.
Bring Scalability and Flexibility to Your Customer Support
Cloud contact centre solutions require minimal on-premises infrastructure or software, allowing organizations to scale phone lines and services up and down in real-time. It uses technology and services to bring scalability and flexibility to your customer support.
Your company can easily add new communication channels or conversation re-routing mechanisms to cater to fluctuating use cases. For example, your agents can provide customer service from their desktop or on the go through a mobile app.
When a cloud-based contact centre is accessible via a mobile app, your agents may give real-time, cross-channel support – all from the convenience of their smartphones and, most importantly, 24 hours a day, seven days a week.
Provide Contextualized Support in a Unified Workplace
Customers today are constantly looking for immediate support. In fact, according to research done by Hubspot, 90% of customers rate an “immediate” response as important or very important. Whether they’re calling your business via phone, chat app, or email, they expect to connect to someone who can help them or solve their issue right away.
Setting up a cloud contact centre helps you deliver top-notch service and excellent customer experiences that will increase satisfaction and retention. It allows you to unify communication, interact with customers over the channels they love, and manage customer support through a single interface.
A cloud contact centre solution improves customer service by providing seamless scalability, faster response times, better-equipped customer support agents, and 24/7 accessibility.
Use Automation to Offer Self-service With Chatbots
It’s a frequent misconception that automation exists to replace people. However, this is not the case. Customer service and the overall customer experience can be significantly enhanced when technology is used to complement human behavior.
Given the consistently long hold times and switching between departments, calling a contact centre is frequently a customer’s last resort. It’s one of the main reasons why omnichannel customer service is so vital and why digital messaging has grown in popularity as a voice replacement.
Automated customer service reduces response times by allowing customers to self-serve their issues and receive real-time responses. A chat-building platform that can be integrated with a cloud contact centre solution to handle simpler queries, control your agent workloads, and provide customers with the fast responses they’re looking for.
On the other hand, your agents will have full access to comprehensive chatbot conversation histories and can take over more complex issues with easy transfer and without losing context.
Give Your Customers the Service They Deserve
Customer engagement is constantly evolving, and businesses must find the right solution to keep up with their expectations.
Begin your digital transformation by ensuring that your contact centre can offer a multi-experience with a deep human involvement that will deliver superior support and ultimately enhance customer loyalty and revenue.