While live chats and social media are becoming common tools to provide customer service through, a Five9 study revealed that 70 percent of American consumers contact businesses via phone as their primary method of communication. As such, contact centers are often the first point of contact for customers with your brand. More and more people are using customer service representatives as the gauge of whether or not to patronize a business.
How do you know that your customer service representatives are sufficiently servicing your customers? How do you know that your customers are getting the answers they want and need? Most importantly, in this high-speed Internet age, how do you maximize your customer service without sacrificing customer experience and time?
Advanced Communications Center can work with you to answer all of those questions. We can help your contact center build crucial relationships and goodwill to make your business thrive. Contact centers are about much more than just a phone: they are about a personalized and optimized customer experience.
Technology today offers numerous ways to track and support your customers, such as consumer information, extensive knowledge bases, and additional services such as co-browsing to guide consumers through online portals. A key component of successful customer service is collecting and organizing relevant customer data to make the support call a personalized experience.
However, it is easy to get carried away and take on more than you can handle. There are so many ways to offer an excellent consumer experience using Avaya that it is easy to want to do them all. Understanding your clientele and their needs, while training your staff for specialized roles that help them develop more specific expertise can create an excellent customer service experience for all parties involved. Building your contact center strategy piece by piece rather than layering an overwhelming number of services will help your business remain targeted, focused, and most of all, successful.
Contact us today at 1-800-750-3624 or visit BuyTelephoneSystem.com to learn more about how Avaya can help your contact center thrive, and how Advanced Communications Solutions can help get you started.
Source: http://www.avaya.com/blogs/
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