Businesses face multiple challenges nowadays, which makes it necessary for them to be furnished with the best resources. From tools to empower existing team members to skilled employees to perform productively; everything is really important. An intelligent call center software solution is one of the tools, which lets your team members perform more with less. It is the most advanced solution presently. Therefore, many businesses employ it to achieve multiple goals. In this article, I will share how some amazing features of this software improve the customer experience (CX).
1. Dynamic IVR
All call center solutions offer an IVR (Interactive Voice Response) feature to the business using it. However, only intelligent call center software offers a dynamic IVR solution and nested IVR incorporated in the software. Therefore, this IVR system contributes to improving customer experience in multiple ways such as:
· Providing answers to commonly asked questions. Therefore, customers do not need to wait in the call queue to get connected to the agent and get the required response.
· Connecting customers to the same agent every time. This helps in reducing average call time as the agent will know the customer and commonly faced issues very well. Also, it will help agents to deliver personalized responses, which further improves customer satisfaction.
· And more
An intelligent call center solution provides a feature of the callback. Sometimes, the businesses play the approximate time it would take to get connected to the agent. If it is too long or if the customer does not have time to wait for so long, he or she can choose to raise a callback request. In this case, the software will add the number of that customer in the predictive dialing or auto dialing queue. Further, the customer gets called automatically by the system, and the call gets routed to the agent who is taking blended calls or outbound calls. This helps in improving CX by making sure that customers do not need to wait for long in the queue.
Keeping customers informed all the time is necessary and beneficial as well. For example, launching a new product and informing the customer may increase sales and revenues. On the other hand, keeping customers aware of changing policies such as taxation slab due to the change in the law will prevent customers from a state of disappointment or anger. Calling clients can be a resource-intensive process. Moreover, customers might also not like taking frequent calls. Here again, the intelligent call center software works as a savior. It has two features to offer:
1. Call broadcasting and
2. SMS broadcasting
This will not consume many resources. Moreover, it will not consume a lot of time of customers. Still, it will keep clients informed and happy.
4. Omnichannel communication
Intelligent call center software supports omnichannel communication. Here is the list of supported communication channels:
· Voice calling
· Helpdesk ticketing
It implies all communication modes can be incorporated into this software to improve customer experience.