Category Archives: Uncategorized

Key Benefits of Switching to a Cloud Based Call Center Solution

 

The adoption of cloud-based call center solutions amongst today’s organizations is gaining quick momentum, especially after the outbreak of the pandemic. With ever evolving business dynamics and growing customer expectations, your business needs to migrate to a technology that can efficiently optimize your IT ecosystem and ensure uninterrupted customer service while still allowing you to save on hardware setup overheads.

To combat the limitations of flexible business models and changing customer behaviours, businesses are taking the leap towards more responsive and reliable cloud based contact center operations. Cloud call center solutions are perfect for both small and medium enterprises planning to expand their business operations with minimal investment on call center technology infrastructure.

Cloud Based Call Center solutions are a network based service wherein a provider owns and operates call center technology remotely for businesses. These cloud based platforms offer tools and functionalities that enable your business to build seamless customer relationships by enhancing customer interaction and driving customer satisfaction. 

If you wish to create profitable customer engagement by reducing operational cost and streamlining technology to benefit your customers, your organizational plan needs to incorporate cloud based call center solutions.

 

Benefits of Cloud Based Call Center Solutions

 

Cloud Computing is Flexible and Scalable

 

Cloud call center solutions offer flexibility and scalability to businesses of all sizes. They enable you to change with the changing needs of your business. For instance, you might consider hiring seasonal agents during the peak season and thus, require additional licenses. But, once the season gets over, you might again consider reducing the agent licenses that can be easily done with one click from cloud call center software unlike on-premise solutions that require you to jump some hoops to turn it around in time.

 

Speed of Deployment

 

In case of cloud based call center solutions, your agents just require a good speed internet connection and a laptop to get started. On the other hand, on premise call centers need heavy infrastructure, equipment and leasing/purchasing land to place your servers. If you choose the right and reliable call center vendor, you are free to choose the suitable deployment option i.e, cloud based or hybrid depending on your varying business goals and needs.

 

Business Continuity No Matter What

 

The year 2019 has reminded us that life is unpredictable. COVID-19 pandemic has completely changed the way we used to live, work, and play. Businesses that earlier were reluctant to work from home have been working remotely since the deadly disease outbreak. Thanks to the Cloud contact solution providers for making this transition smooth and easy!

With cloud call center solutions by your side, you can ensure business continuity despite extreme weather conditions and natural disasters with no to minimal down time. These cloud based software solutions are particularly helpful for small and medium enterprises that lack requisite resources and expertise to manage everything on site while still ensuring a sound customer experience.

 

Holistic Integrations

 

Contact centers generally depend on multiple software systems like customer relationship management, helpdesk tickets, and call script generators. It can be overwhelming to integrate data from these systems to your conventional call center system. With cloud based software you get the benefit of one click integration along with dozens of leading business tools. Thus , cloud based call center solutions ensure reduction in data redundancy and maximised productivity and efficiency. Under a holistic integration system, you can easily access multiple systems from a single location, boosting your data driven decision making power.

 

Increased Productivity and Reduced Operational Cost

 

Cloud based contact centers enable agents to work with a single integrated dashboard that helps them to make effective decisions reducing turnover. Apart from increasing productivity, one of the vital goals of any profit making business is to reduce operational costs and increase return on investment. Cloud computing fulfills all of these purposes by significantly cutting down the expenditure you incur on hardware and other infrastructural requirements. Also, with cloud based call center solutions you only pay for what you use, that’s the benefit of a subscription model.

Real Time Data Visibility

 

Performance tracking is one of the biggest challenges that you face when your agents are working from different locations. Advanced call center software solutions allow you to monitor the customer interaction quality by barging, or whispering on a live call. This way you can help agents to improvise their task and evaluate their performance. The supervisors can also monitor real time call center metrics through live dashboards such as the number of agents available, the call volume, customers in the queue, and more. Along with live dashboards, the supervisors are also outfitted with contact center reports and all the requisite information needed to make valuable decisions with virtual agents.

 

Conclusion

 

You need to adopt cloud call center technology to stay ahead of competitive clutter. Cloud-based call center solutions offer a high level of agility, availability, and transformational capabilities. As a result, you will experience higher uptime, reduced customer issues, and better ROI. What matters the most for organizations is choosing the right cloud
call center solution provider to achieve your business goals.

 

VoIP Phones and the Science Behind Them

You must have heard about VoIP but probably aren’t aware about its wonderful capabilities of transforming a standard internet connection into a way to place calls for free. This revolutionary technology has the potential to replace traditional phone telephony as it allows you to bypass the phone company and its charges completely.

Chances are high that you are already making VoIP calls when you are placing long distance calls. VoIP is the same protocol that enables you to make calls over the internet like WhatsApp or Hangout. Being the experts, we at Aavaz, consider it our responsibility to educate you about all the ins and outs of VoIP phone systems and how the underlying technology behind VoIP works.

Understanding VoIP

 

Voice over Internet Protocol refers to the standards that facilitate the transmission of voice and multimedia content using an internet connection. It enables users to place calls without using any telephone service, which means there’s no need to run any extra copper wires if you have internet access.

VoIP has by far outpaced traditional telephony in terms of flexibility and calling features for one minimal cost. People use VoIP as it saves money on infrastructure and on calling charges. You can use it to make high definition phone calls and use features like call recording, customer caller ID, and Voicemail to email that can’t be found on regular phone services. With VoIP, you can either work from home or telecommute to the office. It is a good option for people who work remotely as it gives them a number of options to hold meetings or communicate with each other.

Working Methodology of VoIP Phone Systems

 

Voice over IP works by converting your voice from audio signals into digital signals. It is then compressed and sent over Ethernet or Wi-Fi. On the receiving end, the digital data is uncompressed into the sound that you get to hear from the speakerphone on the handset. VoIP service provider arranges the call between the participants. If you are making calls using an internet connection and not a regular mobile or landline network, you’re using a VoIP phone system. As long as you have high-speed internet connectivity, you can take advantage of VoIP phone systems.

If you plan to include a VoIP phone system in your business, you need to fulfill VoIP phone system requirements that typically ask for a reliable internet connection such as cable, DSL, or fiber from an ISP, a SIP phone, a softphone, and an Analog telephone adapter to place calls over VoIP.

One of the best benefits of using VoIP phone systems is that your data is stored securely in the cloud since VoIP runs over the internet. You can even manage this system through an online dashboard which allows you to add new phone numbers, and do call forwarding.

VoIP phones don’t need a fixed setup all you need is a high speed internet connection and you are good to manage your calls on the go.

Types of VoIP Telephones

 

There are two kinds of VoIP telephones, hardware-based and software-based.

A hardware-based VoIP phone looks similar to a traditional cordless phone or hard-wired phone and has the same physical features, like a microphone, speaker, touchpad, and a caller ID display. You will also find call conferencing, voicemail, and call transfer facilities in VoIP phones.

Software-based VoIP phones, commonly known as Softphones, are installed on a mobile device or your computer. Their user interface looks similar to a handset with a touchpad having a caller ID display. You can connect a headset to your mobile device or computer to make calls.

Why Does Your Business Need a VoIP-based Phone System over Landline?

  1. Cost Effectiveness

     VoIP is commonly a more cost effective solution because it does not require additional unpromised hardware. You can use the devices you already own. Using VoIP phone systems, you can avoid paying an excessive price for traditional phone services. VoIP uses internet protocols and packets instead of copper wires. It offers an easy way out to save on exorbitant rental costs linked with PSTN phone calls. If you are eager to know more about the benefits of low cost telephone systems, learn about how the Aavax PBX system can benefit your business.

  2. Reliability

    VoIP is more reliable because this service itself exists in the cloud rather than a single piece of hardware in the office.

  3. Mobility

    VoIP makes for an ideal option for businesses to stay connected when their employees are working remotely. The requirement for VoIP is just having internet access and not using a specific phone in a single location.

  4. Feature Rich

    Apart from cost savings, a vast library of VoIP phone features is another motivational factor for companies to switch to VoIP. You get unlimited calling, online faxing facility, auto attendant, call queues, dedicated conference lines, HD voice quality, Smartphone apps, Voicemail-to-Email, CRM Integrations, text messaging, and more.

  5. Boosts Agent Knowledge and Productivity

    You can connect VoIP telephony to your other cloud-based technologies. Businesses are taking advantage of Unified communications solutions, including sales, customer management, chat, and email tools. With VoIP connectivity, you can do better tracking, make informed conversations, and ultimately get a productive workforce.

The Bottom Line

 

The benefits of using VoIP phones are enormous. If you are looking for a cost-effective and higher-quality sound-based phone system with added features like call recording, custom caller ID, and queues, then VoIP phones are the perfect fit for you. VoIP phones reduce network infrastructure costs by removing circuit-switched networks for voice and help organizations operate on a single data and voice network. The best part about adding a VoIP phone system to your business is that it eliminates your team’s need to use multiple applications to communicate with one another successfully.

Ceos desk

From CEO’s Desk

Longer reads that outline the vision of customer interactions in what they are today, how they are evolving and and how they need to be.

 

 


 

The Why and How of achieving truly Unified and Multi-Channel Communication

Everyone is talking about being able to communicate with your customers in an omni or multi-channel world. A lot of you are probably doing multi-channel already (Albeit in a less than efficient manner)…

Read more


 

We ate our own dog food

I bet you’ve all read plenty of articles (Like this one) about measuring each and everything in your marketing plans. Get your top of funnel metrics in place, so you can identify which channels work…

Read more

 

 

Media


Customer Experience: A tandem bike run by Sales, Marketing, and Customer Support team

Customer experience, in layman terms, is the impression you leave on your consumers after the rendering of your services. The image formed in the minds of the customers of a brand depends on the quality of exchange they had with the company and the outcome of the same.

Read more


Is customer more important than the product?

Customer Experience is the impression left behind by a brand as a result of its communication with the consumers. It is the perception of a company in an individual’s mind, which could be negative or positive. A part of customer experience is the customer support provided by a brand.

Read more

 

Warning signs that indicate it’s time to get unified in your multi-channel customer service approach

Look around and you will understand how the way of interaction between customers and the companies is changing. There was a time when customers had only one channel to contact the companies…

Read more

“The way to customer’s heart is through good personalized customer service.”

Don’t just read the articles that tell you how to reel in customers. Put the tips in to practice by performing A/B tests on multiple channels and find the right one to nurture your leads towards conversion…

Read more

 

Why keeping a personal touch with your customers is important for business growth

Content may be the king of marketing, but customers are the citizens. Regardless of the system of governance a nation follows, be it democracy or monarchy, there is no doubt about the vital role citizens play…

Read more

 

 

 

we ate our own dog food

WE ATE OUR OWN DOG FOOD

April 29, 2019
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The promised land

 

I bet you’ve all read plenty of articles (Like this one) about measuring each and everything in your marketing plans. Get your top of funnel metrics in place, so you can identify which channels work, so you can do some A/B testing and allocate resources to the most effective channels. Follow that up with articles (Like this one) which tell you to make your sales people aware of the the message that brought them the lead, to run sales like a process, to nurture the lead with emails, SMSs, follow up calls till you’ve lead them to closed lost or the more preferable a closed won status. And have you read articles (Like this one) that tell you that the cost of retaining a customer is much higher than the cost of acquiring a customer. Paying attention to customer success metrics, being responsive…

 

The reality

 

ВОТ ТУТ ТЕКСТ СО ССЫЛКОЙ

 

list of casino games

 

I had read them too, my team had read them. We were in the business and we had a phone solution that handled voice really well, but then we needed to get a Sales or Lead Management system that connected with the website to give us tracking on our potential customers till the form fill so we knew what they were looking for. Then we needed to get a separate chat system as the channel had gained a lot of popularity in removing the friction from customers reaching out to us. Then we got another ticketing system for customer service. Not to forget the our own phone system for actually following up on the leads to qualify them, and then receiving inbound calls to turn them into leads, and the agents calling customers for the sales process. Support folks needed to be able to make and receive calls as well.

 

The stringing together and costs and time

 

We got every system we needed. Then we spent the time to trying to link them up, and sync the contacts and push conversations we’ve had from one system to another. Needless to say it took up a lot of time identifying all the systems we needed. Figuring out how to link them together and even more time trying to get the reports that would have given us any meaningful insights into the 3 customer touchpoints with the company. What was even more frustrating was that the support team never had a clear picture how the customer came to be, and they were’nt able to send over information back to the sales team when the customer needed an upgrade without logging into  another system. The sales team was passing pieces of paper to the support team letting them know what the customers main points were for onboarding.

 

CRM alternative

 

Why get specialized tools for each small task. You might ask, can’t a CRM do all the things. Short answer – yes, but no. CRM’s out of the box are more like an Operating System. You get Windows 10, but you can’t get productive on it till you customize it, and then install the programs which are known as plugins. The plugins are needed for the communications channels. Unlike the a normal OS though with programs, a CRM’s plugins must all work well together. After all they are all working on the same common contacts and workflows that you’re building. I have seen companies recruit CRM Managers because it is such a big task. Plugins are constantly breaking, they need upgrading, or conflicting with one another. Worse still, the CRM which could be cloud hosted now upgrades to a new version. Guess what you now have to make sure all the plugins are still working. We know all this because we do make plugins for enabling channels in CRM’s and we know how those changes and upgrades affect companies.

 

We thought about it

 

We were extremely frustrated with the actual outcome of all our efforts. We looked at the problem and all the solutions and noticed that all of the solutions have to go build out so many things that are basically the same. They need to build some kind of contact database system. They need a way to import contacts (Super painful), create agents, give permissions, build API’s, create reports and bunch of other things that are exactly the same. On top of that they build the key functions, email, tracking, chat, sales workflow, support workflow, social media interactions and the list goes on. Most of them offer some overlapping functionality. But none of them really offer it all, they never took the time to look at it holistically.

 

Conversation first but in context

 

Here we had a relative advantage – we were always conversation first. We sat down and looked at all these other tools and saw that they were process first or data first or something else. We realized that if you automatically enable and capture the conversation then all the problems can be solved, provided you record the right metrics from each conversation. The other thing about conversations is the context. You can have a conversation that starts on the phone, continues on to the SMS, then onto email and then back to the phone. We had to be able to capture that context. Which we did. We spent a whole year and thousands of man hours in perfecting that. The context makes it easy for our agents to continue fluid and meaningful conversations, by looking at past conversations in one place. The conversations allowed us to look at our customer holistically.

 

We won’t sell it till we love it

 

We had an early version of the system ready mid to late 2018. We started using it internally immediately. We said let’s focus on removing each one of the external systems one by one till we’re running on our own platform exclusively. It took us some time but we did. As we did we started seeing the results. The whole company was smiling. It gave us purpose because we could see what was happening and it gave us goose bumps. We’ve were very clear that we won’t sell it to our customers till we weren’t happy with it. We’ve since then slowly started upgrading our existing customers and have received increasing positive feedback. We’re ready to let you try it, because we know you’ll love it.

 

What we have now – Just a taste

 

I’m just going to write a few lines here for improvements in each of the areas. There are in depth blogs coming for each of the areas that will spell out the wins. None of these would have been possible without being multi-channel and truly unified. One system, one login for all communications.

 

Marketing

 

We now know and can tell where a lead came from, the channel, the source and whether or not it was qualified and whether or not it converted into a customer. In 1 report.

 

We can tell if our sales reps called the prospect within 5 minutes of the lead coming in from any channel.

 

Sales

 

The agents know how the customer got to us. Which pages they visited on the website, when they filled out the form. How many times they’ve visited the site again while the sales process is ongoing. They can send pre-packaged emails, make calls, send texts and all these channels allow them to be gentle but persistent without being too intrusive. They increase the number of touch points and make the customer feel more comfortable.

 

Hands off and Onboarding

 

Sales people no longer log into or walk a piece of paper over to the customer success team. They can create an onboarding request from within the system. The success team has full visibility into all the conversations that the customer has had from cradle till date. This allows them be much more fluent and the customers can feel the difference.

 

Support or Customer Success

 

There is never a case where the agent does not know what has been happening with a customer. They have access to all calls, emails, previous tickets, sales information and more. Allowing them to be efficient and in many cases even allowing them to suggest to the sales team that the customer may benefit from additional features available.

 

We love it, but we’re not done yet

 

We absolutely love how things are starting to work. It is giving us the insights that we’ve only ever dreamt of. We’re reaching the promised land. Now that we’re using it every day we want even more. We’ve become greedy. The framework that we’ve put in place is allowing us to add more channels, automate more, get more insights than ever before. The agents are never wondering how this contact got here. They love the system. We think you will love it too….The best is yet to come, and we’d like to you to be on that journey with us.

 

The why and how of achieving truly unified and multi channel communication

THE WHY AND HOW OF ACHIEVING TRULY UNIFIED AND MULTI-CHANNEL COMMUNICATION

April 29, 2019
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Everyone is talking about being able to communicate with your customers in an omni or multi-channel world. A lot of you are probably doing multi-channel already (Albeit in a less than efficient manner). All this has come about due to the truly multi-channel world that we live in. The evolution from in-person face to face then to voice contact via phone calls, to email, to web, to web chat, to social media, to SMS and other messaging platforms. Add to this the customers evolution who now not only expects to be able to reach out to you via the most convenient channel, but also then expects that you and your agent knows exactly who they are and deliver customized and tailored service as a base standard of service.

 

The days of of the call center are gone and we are now looking at the contact center. This contact center must be able to hold conversations (A key theme) across channels, and across the customers life cycle.

 

This series of blogs is going to explore the promised land of why this is necessary and how you can go about achieving this. But before ping into how, it is first important to establish the why.

 

Why?

 

Customers are spoiled for choice. Doesn’t matter how big or small you are. Whether you’re a recognized or brand or not. There are enough choices available to your existing or potential customer. In a study done by a company 94% of customers are willing to switch if they don’t get good customer service and 84% feel that good customer service means that they should be able to reach you in any channel they feel is most comfortable to them.

 

But you don’t need studies to tell you this. There is plenty of anecdotal evidence that shows that brands can be created and destroyed by customers on social media. They like they say good things about you, they don’t they say bad things. You need to be able to respond to them on social media, and more importantly before they get to the point of commenting on social media (unless it’s good things of course).

 

Let’s look at the typical customer journey from cradle to grave. Awareness….So much of it is out of your control, but what is under your control, you have a …what is very strongly under your control is their interactions at the most critical points, becoming a customer, and staying a customer. And these points are controlled directly with human interactions that people in your company have with them. Customer Journey, Customer Success, Service.

 

Here’s what typically happens in those scenarios. Your marketing team is using several different marketing tools to reach out to your customers. Each marketing tool is good for 1 channel. Email blasts from mail chimp, social media from hubspot, XYZ for web tracking. If you’re lucky and have spent a lot of time, somehow when one of these customers responds to you, you’ve captured it in your CRM…and trust me that requires a lot of work to get right because of the coordination between your web team, your sales team, the crm people, the integrators and 15 other people. That’s not the end. Now that someone has managed to reach you, your qualification or sales team has to reach out to them. They reach out by sending a personal email, or maybe a drip marketing system you’ve got in place or some plugin you’ve added to your CRM, creating yet another break in the traceability of your marketing efforts. Now they make a call, and MANUALLY are supposed to enter details into your CRM or lead tracking system. As managers we know how painful that is to sales people and how quickly all you’re doing is chasing up on people not following process that you’ve spent so much time defining. Let’s fast forward and hope that the prospect has converted to a customer, and now is requesting support from some you. Your ticketing system and thus agents have no idea what the original customer success parameter was for this customer. Customer has to spend all the time in explaining what they want and how they want it. To top it all off….let’s say that you’ve reached the promised land of getting visibility from cradle to date or grave for a customer and all your touch points. You’ve now created a system that is extremely hard to manage, requires a lot of thought for any changes and is extremely brittle, so when you’re facing a forced upgrade from your phone system vendor a 5 person team and countless hours have to be dedicated to make that change happen.

 

You’re focusing on spending time on building systems and not on customers.

 

Tools should not be a hindrance to great customer service. Tools should not be a hindrance to managers and to agents. You can have the best intentioned managers and agents with great training, but if you give them a hammer instead of a drill they’re not going to be successful in making your customer and you successful.

 

We have studied this problem thoroughly for many years and have taken the view that your traditional CRM is a hammer. Because it was designed when communications were not as varied and integrating even voice was extremely difficult and expensive. CRM’s have a data first approach and suffer from getting people to enter data from communications that are the actual key to making sales and support interactions successful. Aavaz has taken a Communication first approach. With this approach the data is automatically captured as all communications are happening through the CRM and thus data is being captured by default. Now your people are adding flesh to the communications data, and not the meta data like when it happened, what was the outcome. In fact because that is being captured automatically, your agents are now compelled into adding (efficiently) the colour that is really helping the customer and your business.

 

DIAGRAM

 

We said let’s do a true tool and in that communications first approach we discovered that it was all about your conversation with your customers that makes things work. Conversations that are great in todays world require a multi-channel approach with the ability to create a context for the various conversations that you have with your customers over time. We know that contact with your customers is where the rubber meets the road. Good contact works, let’s not be afraid of it, let’s encourage it from our customers.

 

This series describes our journey to our product that is working for us. I know we’re supposed to write this in a neutral way, but I can’t be neutral on what we’ve built and am eager to share the problems, the insights and the solution that we’ve come up with. The solution truly gives me goose bumps.

 

This series will give you insights into:

 

* Our journey, and how we ate our own dog food

* Truly integrated marketing, digital and traditional

* Sales as the key pivot point in setting up your customers success

* Support that makes customers happy and coming back for more (Upselling, remarketing)

* And The Unified Difference – It doesn’t work if it’s not unified

 

Why keeping a personal touch with your customers is important for business growth

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WHY KEEPING A PERSONAL TOUCH WITH YOUR CUSTOMERS IS IMPORTANT FOR BUSINESS GROWTH

April 29, 2019
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Content may be the king of marketing, but customers are the citizens. Regardless of the system of governance a nation follows, be it democracy or monarchy, there is no doubt about the vital role citizens play. When mobilized together, citizens have the power that will have monarchs bow down. Similarly, the backbone of a marketing strategy is the customer, for it is them, we strive to attract and serve.

 

Often, we observe how companies have a standoffish nature and choosing to maintain a professional relationship with consumers. They fail to make direct and proactive communication with their customers, leading to a lot of workload for customer executives and poor management. However, such an attitude can directly affect sales and brand loyalty. Therefore, it becomes pertinent to maintain a personal touch with customers.

 

Reading articles on gaining traction is good; it helps individuals and businesses to know what they need to do. However, memorizing the words, and sending newsletters once in a while will not cut it when it comes gaining new leads or retaining the remaining ones. Most times, companies focus on attracting new customers than working towards keeping the existing ones.

 

One of the best ways to be proactive about communicating with customers is to know which channel is most effective. Having this information at one’s disposal will ensure that more audience is attracted and engaged. A company can achieve this by running A/B tests on the communication channels they currently use.

 

Once a company recognizes where they get more traction, it is, now time to introduce or improve other channels. However, why should any organization invest in multiple portals of communication with their customers? The answer to this, very common, question, is simple—connectivity.

 

In the era of the Internet where people come across millions of brands and companies, it has become essential, now, more than ever, to make a lasting impression on an individual. The best way to do the same is to contact them across multiple platforms. Using different portals will make the process a little less irritating to your customers, and maybe, even, entertaining.

 

However, the task of using multiple channels of communication is not without challenges. We know, we faced some hurdles when we tried our services before its launch. One of the biggest challenges we faced was the support team’s unawareness about the customer conversions and the fact that all the platforms have, essentially, the same functions.

 

One thing to remember, when struggling to handle multiple channels and proactive communication with customers is that conversations can go a long way in solving any problem. For us, simple and productive discussions about the issues we were facing and our goals led to positive results. We got clarity in the way we need to handle the communication and achieved a seamless system.

 

If there is a takeaway from our experience is that keeping constant contact with customers and leads is like growing a plant. Both involve many struggles, but in the end, the hard work pays, one in the form of fruits and the other with loyal followers. Another thing companies can learn from our dogfooding is trying out their products and services will give them a unique insight into what a customer experiences and make necessary changes.

 

Using a unified approach in handling the multiple channels of communication is, probably, the smartest way to keep in touch with leads without having to scramble. Moreover, with the provision to make additions, new channels can be added easily.

 

You know what this means, don’t you? More is coming.

 

How to lock your customer in for life

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“THE WAY TO CUSTOMER’S HEART IS THROUGH GOOD PERSONALIZED CUSTOMER SERVICE.”

April 29, 2019
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Retaining over reining in

Don’t just read the articles that tell you how to reel in customers. Put the tips in to practice by performing A/B tests on multiple channels and find the right one to nurture your leads towards conversion. The more attention you give, the more conversions you get.

 

Building connections everywhere

At different stages of a customer’s journey, a company requires different channels to communicate and connect. Website tracking to get insights on a prospect, chat systems to break the ice with a lead, voice to close the deal, and email to ensure reliable support; all are used to connect with people in a better way. Because connections make businesses…oh, and it helps to have marketing, lead tracking and ticketing baked right in.

 

Linking and passing notes

Multiple channels means a headache to keep eyes on things. Establishing links between various mediums is rewarding, but time-consuming. Especially, when the support team has next to no clue about customer conversion, and the sales team has to pass notes on the same.

 

The little things that matter

Seeing and working towards the bigger picture is well and good. However, when it comes to maintaining relationships with customers, it is the little things, that matter. Highly configurable CRMs often fail due to complexities; however specialized tools work their charm every time.

 

Different, yet the same

Multiple contact channels provide overlapping functions which provide a lot of similar information that is repetitive and time consuming to segregate. If only this information could be collected in the system, analyzed and listed out efficiently by a single, offer it all CRM

 

Dialogue is the cure

Any problem will seem trivial with conversations. If they are coupled with context, a useful reflection and recording the right metrics, the result will be all channels working together in harmony.

 

Sell it when you love it

Selling a product or service for its benefits is not enough. For it to affect customers positively dogfooding is essential, and that is what we did. The result? We love it, and we know, for a fact, that you will too.

 

Effective changes

Hard work pays off and so did ours. The unified approach to contact channels has led to one system and one login. Sales team no longer scramble for customer information for monitoring activities is, now, easier, allowing them to efficiently serve the customers.

 

There is more…

Nothing will limit growth if one is motivated, and we are very much so. Our framework allows the inclusion of new channels of communication. Keep a lookout, for there is more to come.

 

Visit us at: http://aavaz-contact-center.com

 

Warning signs that indicate its time to get unified in your multi channel customer service approach

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WARNING SIGNS THAT INDICATE IT’S TIME TO GET UNIFIED IN YOUR MULTI-CHANNEL CUSTOMER SERVICE APPROACH

April 29, 2019
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Look around and you will understand how the way of interaction between customers and the companies is changing. There was a time when customers had only one channel to contact the companies, but now thanks to multichannel customer services, customers don’t have to wait for a single channel to solve their queries any more. Fortunately, many businesses are coming up with new strategies to keep their customer support running smooth. But handling multiple channels is not that easy.

 

From a business point of view, multichannel like email, social media, live chat option, etc. Are best for reaching a wider audience. However, when it comes to customers, there is only one thing they expect, a quick reply when they leave a message. The problem is they don’t understand that transferring the customers from one channel to another is more difficult than it seems.

 

For example, when customers drop a message on a ‘leave message options’ or sends an email, they don’t know that separate teams are handling different channels. The difficulty comes here like a bump on the road. Miscommunication can lead to customer dissatisfaction.

 

 

 

So how can you understand that it’s time to unite your multichannel customer service approach?

 

Here are a few warning signs that you must not ignore if you want to provide a top class customer service.

  • Inconsistent service across channels

 

Are your customers not receiving any response in time? Is your support team struggling to find answers and spending too much time calling other departments? These are the things your company cannot afford right? This late response and juggling between channels can lower customer satisfaction and even frustrate employees. If your employees don’t have the right tools to collaborate and unify the channels, the difficulties are only going to increase. This means multi-channels can be a headache for the employees until a unified approach is there to help them.

  • Overworked employees and trouble in accessing data

 

When your customer support team is constantly switching between different channels, customer’s context often gets lost. Losing customers info can lead to angry customers. Moreover, this is the mistake after which customers lose trust in the channels and even in the company. A unified approach where all the data can be accessed through a single channel can help both customers and companies. Therefore, one system and one login help the customer support team to manage visibility across channels and improve operations.

  • Customer dissatisfaction and no harmony in the support process

 

Customer support process should be smooth right? When a customer contacts a company they expect a quick solution. Customers not only look for a user-friendly platform to connect with the company, but they also expect a straightforward approach. If your support team is not aware of the customer’s journey through different channels, the lack of knowledge breaks customers trust. Result? No sales due to poor customer experience. With a unified customer-driven approach business can now integrate all the platforms and enhance the customer experience. Moreover unified multichannel marketing not only helps customers but will also, help the customer service team to assist in a better way.

 

Lastly, having a seamless customer service process is the only way to ensure that your customers remain satisfied. We all know that a happy customer means good business. A company should not only provide channels that customers are looking for, but the key is also to make all those channels united and efficient. If the graph of customer satisfaction is going downwards in your company, its time for you to consider a unified multichannel approach now.

 

Is customer more important than the product

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IS CUSTOMER MORE IMPORTANT THAN THE PRODUCT?

June 7, 2019
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There is no doubt about the importance of customers in the growth and prosperity of a brand. They are essential for the success of products and the continued existence of the company. As such, customer experience is essential for brands to continue to grow in the future.

 

So, what is Customer Experience?

 

Customer Experience is the impression left behind by a brand as a result of its communication with the consumers. It is the perception of a company in an individual’s mind, which could be negative or positive. A part of customer experience is the customer support provided by a brand. The quality and helpfulness of the same can determine the satisfaction of a consumer.

 

What makes Customer Experience so important?

 

As mentioned above, the customer is essential for a company’s existence. They can make or break a brand, solely based on their opinions and satisfaction. As such, the experience and impression that an individual gets from a company are pertinent and a deciding factor.

 

Today, more than ever, customer experience and opinions have value, with the emerging popularity of social media. One user’s review of a product can make the difference between loss and profit. Moreover, one dissatisfied consumer of a brand is a new customer for its competitors, and if they treat them right, the company gets free evangelists and marketing through them.

 

Therefore, it is not far-fetched to say that customer experience is very important, for it can lead to brands shut down their services.

 

Does that mean Customer Experience is more important than the product itself?

 

Due to many instances of companies shutting down due to poor customer experience and support, there is a question that, often, comes up. “Is customer experience more important than the product?”

 

The short answer to this question would be, no.

 

Both the product and customer experience are interdependent. Each needs the other to be successful, along with other marketing tools. Without a product, a brand cannot satisfy consumers or provide a positive memorable experience. Similarly, without customer experience, a company cannot sell its products.

 

A brand may have a high-quality product. However, without proper customer satisfaction and support, it cannot be sold to anyone. An example of this could be the WT Grant retail chain that shut down when it failed to open stores near the suburban areas. Likewise, customer experience without a quality product is incomplete.

 

Therefore, it is safe to say that customer experience and the product, both, are equally important and need one another to thrive.

 

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