The secret to a satisfied customer? Stellar communication, of course.
After all, when customers reach out, they want a slick, frictionless experience that inspires confidence, trust, and loyalty in the businesses and brands with which they interact.
Flip that around and the same applies: organisations able to engage – both internally and externally – however, whenever, and wherever are so much more likely to benefit from the commercial gains of putting a smile on the faces of those they serve.
Humans matter, of course. Well-trained, motivated, and able call centre agents, for example, can have a significant impact on C-Sat scores. But phases in the communication process prior to interacting with a human agent present huge opportunities for organisations to leverage the ever-evolving smarts of today’s modern telephony solutions.
For agents, customers and colleagues alike, it’s about bringing together voice, video, chat, email, messaging, and AI-powered automation capabilities onto a single all-in-one-place platform to simplify, quicken, and enhance the user experience for everyone.
All organisations (and their technology service providers) must do is partner with a vendor that has all the components needed to make the magic happen.
“The communication system a business deploys plays a decisive role in how it is perceived both internally and externally – collaborating with the right technology maximizes the potential to ensure that colleagues and customers enjoy a satisfying and fulfilling interaction experience,” says Filip Flink, Marketing Manager at leading channel-focused Unified Communication as a Service (UCaaS) software vendor Lynes, whose powerful, white label, omnichannel platform delivers big for all parties.
“A system that optimizes effective collaboration breaks down barriers, enhances productivity, and streamlines customer service. All of those things contribute enormously to the wider commercial success of any business, as well as its ability to recruit and retain a high-quality workforce. Those modern systems create the right conditions for staff to collaborate. They are intuitive and adaptable for the broad masses.
“So, whether people work in sales or customer service, they are able to collaborate with both their department colleagues and those working in other departments. That kind of employee productivity enhancement is high on all organisations’ wish lists. Success depends on the deployment of smart functionality capable of ensuring users spend more time on the customer and less time struggling with outdated systems.”
The Lynes solution boasts four key features that support the creation of that ideal scenario, and which, importantly, integrate with all major CRM platforms for added unification.
To mitigate the negative impact of missed calls, there is an option to mark the call as ‘followed-up’ once that has occurred, and the ability to leave a comment for colleagues to see what was discussed. Answer group voicemails can be transcribed via AI into a succinct, written summary for easy access, processing, and follow-up. All calls are logged, and anyone with the appropriate permissions can perform easy searches using selected filters, and shared with other departments, such as sales, to follow-up on potential new opportunities. And particularly challenging ongoing calls can be frictionlessly converted into a video conference when required, to facilitate screen sharing and support first Call Resolution.
“Something, in particular, that we have seen improve productivity is increasing response times in answer groups,” says Flink,
“This gives agents room to complete necessary tasks, reducing the risk of something falling through the cracks. It could be anything from finishing a case or updating something in a CRM. By creating this space for the agent, stress is reduced, and it becomes easier to ensure that all customer information is updated according to all the rules. That is why a smart integration that logs calls, shows information about the caller, and provides a direct link directly to a CRM is a game-changer.”
The final piece of the collaboration puzzle – call recordings and analytics – also improves agent performance and aids effective coaching. Lynes’ solution provides a detailed overview covering both individual and team performances and makes it possible to monitor customer satisfaction levels by analyzing user behaviors and feedback.
Key indicators such as the number of missed calls, average call duration, and agent availability are easy to evaluate, providing management with the ability to make data-driven decisions on workflow redesign and improvement strategies.
“Unifying communication channels, CRM platforms, and smart productivity tools seamlessly in one place breaks down barriers between mobile phones, softphones, chat apps, and any other separate services or functions,” says Flink.
“The consequence of that is more efficient everyday workflows; simplified, collaborative, experiences for agents; and, ultimately, happier customers.”
To learn more about how Lynes can help your and your customers’ businesses enhance collaboration and increase customer satisfaction, visit the website.
