Customers have become one of the most valuable assets for eCommerce and retail businesses today. As customer expectations for personalized and proactive service increase, enterprises are gearing up their contact center operations with cognitive solutions and smart agents to provide great customer experiences. However spiralling costs, high call volumes, human errors and over-dependence on voice channels are restricting businesses from delivering the desired customer experience. Orchestrating CCaaS into a cloud-based system with features like IVR, Missed Call, Click to Call, Call Masking, and Automation can help you deliver the best possible customer service.
With the rise of the internet and online shopping, customers have more options than ever before. They can shop around for the best prices and the best service. And if they’re not happy with what they find, they can quickly and easily take their business elsewhere. That’s why it’s so important to offer excellent customer service. And one of the best ways to do that is to use a CCaaS platform.
In this blog post, we’ll look at how retailers can profit from providing better customer service using CCaaS.
A transition from offline to online retail
There was a time when we had to rely on a physical store to receive what we wanted straight away. Today, we find ourselves in a world that has quickly transitioned from traditional brick-and-mortar stores to essentially virtual reality. We have been thrust into an uncertain world and have become even more reliant on online retailers to provide the goods and services we require.
In order to compete and survive, retailers must create a superior customer journey in order to remain relevant and valuable. For example, if a customer finds a product they are interested in on a website and then opens a chat, the voice channel must be open if they choose to escalate the journey to the next step. It is also important for agents to be aware of any existing customer’s purchase history prior to taking the call. Subsequently, this helps deliver relevant data to reduce inefficiencies and boost revenue by reducing average handling time, faster call resolution and greater sales.
CCaaS advances in data analytics that capture data points throughout a customer’s journey and provide a truly personalised experience for each shopper. With CCaaS, organizations can easily track every customer interaction through a single source of data analytics that tells the story of every interaction, while also providing insight into larger-picture CX trends, allowing them to map and refine customer journeys across channels. For instance, if a consumer had previously interacted with a retailer through a chatbot, the company’s CCaaS system would recognize it and refer that customer to a live messaging channel automatically next time.
Maintaining consistency is crucial
CCaaS helps in providing a consistent customer experience. This is important because customers expect consistency. If every interaction with your business is different, they won’t know what to expect next. It’s also important to note that CCaaS can be used for more than just handling inbound calls. It can also be used for emails, texts, and social media interactions. Since everything now occurs in real-time, businesses that can provide their clients with immediacy, personalisation, and accessibility will ultimately succeed. Consumers of today are not confined to a single channel. They purchase physically, online, through mobile applications, and ask queries of your customer service staff on social media.
Customers may now receive what they want and also decide when and how they want it due to technological advancements. More than half of all customers now anticipate a one-hour response time from customer support. They anticipate the same response times on weekends as they do throughout the week. Because of this desire for immediate satisfaction, businesses now have to be available and responsive twenty-four hours a day, seven days a week.
Increased protection
Nothing can harm a business, its clients, and its reputation more rapidly than a data leak. CCaaS guarantees that all interactions are encrypted, information is housed on secure cloud servers, and that businesses handling sensitive patient or consumer data are in compliance with the regulations.
Other benefits of CCaaS
In Conclusion:
CCaaS allows businesses to adapt and stay up with client demands that change with time. The reactive strategy that simply concentrates on problems with customer service is no longer an option. Front-line agents can seamlessly connect with clients across channels through CCaaS, making offers, delivering proactive notifications, and enabling brands to make offers on their preferred channels. It is a brand like this that will garner a great deal of trust and loyalty from clients. If you aspire to be that brand contact us NOW!
