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Cloud Telephony : The Biggest Customer Support During 2020 !!

 The Biggest Customer Service Trend of 2020 ? Cloud Telephony...

The COVID-19 pandemic caused a spike in the demand for customer service over the phone. Unfortunately, many companies are challenged to deliver it effectively-especially now. Despite customer demand for support over the phone, many companies are now challenged to deliver a consistent and quality service experience.

Provide key insights with real time transcription 

Service Cloud Voice launches automatic transcription with the entire conversation being converted to words on the screen while the agent and customer are talking. This allows agents to focus on the interpersonal interaction with the customer instead of scribbling notes or data entry.

Centralize customer conversations and information

No matter which channel customer outreach originated from, all data is centralized and easily accessible on the screen when your cloud telephony is fully integrated with your CRM .

Drive proactive and boost productivity

Embedded AI-powered recommendations provide agents with automated help and coaching on the next action to take. This allows agents to be proactive while improving both individual performance and customer experience.

Gain visibility into agent calls digital conversations

Managers view conversations with customers in real time, allowing them to offer in the moment coaching or immediate assistance via a private chat. Transcripts provide insights into agent performance, helping managers give feedback based on customer satisfaction scores, average handle time , and other key performance indicators.


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E-Commerce business use bulk SMS service

Bulk SMS is the process of disseminating a multitude of the SMS message to the audience that you target. Subscribers can send these SMS message either to their existing customers or to the ones who have opted to an SMS list which appears on the site.

They can be used in multiple ways-
 By making use of bulk SMS receives you can improve the conversion rate, sell more goods as per the choice of your customers. So they are used for boosting sales, improving on-site metrics & customer service.

Areas where they can use-

Customer service- This is the most vital area of any business & si it is for the e-commerce industry. This lets your customer text their queries their feedback & comments.Shopping Cart- Registered customer get the alerts via SMS for the process of delivery along with the delivery notifications & update confirmation message.

An interface between visitors & website owner (Click-to -call)

Click-to-call also known as click-to-call, namely web call is a form of web-based communication in which a person clicks an object to request an immediate connection with another person in real-time either by phone call, voice-over-internet-protocol(VOIP) or text, click-to-call request are most commonly made on websites but can also be initiated by hyperlinks placed in e-mail, blogs, videos & other internet-based object or user interfaces. CTC also is known as CTC or web call real-time communication.

CTC technology now virtually always refers to a means for a web consumer to ask a website operator to call her. In other words, CTC would be more accurately referred to as "request-a-call" as in "please give me a call." CTC technology in most instances requires the web consumer to enter his phone number in order for the site operator, or its CSR or audio telephony version of an autoresponder, to place the call.

Why you need a multi-user CRM designed for your business

CRM means customer relationship management.

CRM is a technology that is helpful for both large & small business which help to organize, automate & synchronize every facet of customer interaction including support, customer service, sales, marketing & digital commerce.

What is multi-user CRM-
Multi-user CRM is a panel where you can check call logs, manage the leads, put meeting reminders & even check past conversation history. The panel is designed so it can be used by multiple users on a network. It creates customer records or documents & can be updated by one user which are visible to all the users.

Need for CRM for your business-
Manage inbound calls & lost leads- A CRM panel makes your business work easy by managing the inbound calls & lose leads. When a customer calls you, it is not necessary that you are able to pick up all the calls & know their queries then this CRM panel helps easily with the help of multi-user CRM & can focus on the other impo…