Customer experience, also known as CX, is your customer’s whole perception of their experience with your business or brand. It is the result of every interaction a customer has with your business; from visiting your website and talking to customer services to receiving the product or service and after-sales support. Everything you do impacts your customer’s perception of you and their decision to not only use you but to continue to use you again and again.
The better experience your customers have, the more repeat custom, positive reviews and referrals you will receive. Increased customer loyalty, increased customer satisfaction and better word-of-mouth marketing, all lead to more business. Therefore, it is essential for any business to deliver the best customer experience possible.
Delivering a good customer experience requires the proper tools. We need to make the customer’s journey as effortless as possible and one tool that is essential in helping us achieve this is the call centre software that we use.
How Call Centre Software can Improve Your CX
Contact centre functionality isn’t just for big enterprises anymore. Thanks to modern technology and the flexibility of cloud-based telephony systems, call centres can be cost-effective for almost any sized business. This means that anyone can take advantage of the features it has to offer and use it to improve and monitor their customer’s experience and, ultimately, generate more sales.
Call centre software is packed with features that can help you to step up your CX game, but some key features that can really help you stand out above the rest include:
- Speech Analytics
- Speech analytics tools use transcription, tone and other tools to monitor calls in real-time and give the agent feedback on the customer. This allows the agent to better understand the flow of the conversation and steer it in the right direction. Some tools can even suggest assets that will help a customer or prospect based on their specific needs.
- Call Recordings
- In many cases, the best way to train agents is to provide feedback on their calls. With call recording, an agent can sit down with their manager and revisit calls to discuss what they are doing well and what areas they can improve on. Therefore, the ability to record calls can be a pretty valuable tool.
- With the plethora of communication channels available today, customers like to use a variety of methods to contact you. Traditionally, companies will use phone calls, emails and chat facilities to provide support to their customers, but switching from channel to channel could prove frustrating for the customer. However, Omnichannel technology means that agents can communicate with customers through whichever channel they are comfortable using.
- An Omnichannel approach means that customers can interact with agents via phone, email, webchat, social media, WhatsApp and more, all managed as one interaction, making their interaction as smooth and effortless as possible.
We can help
If you would like to explore how call centre software can help you to improve your customer experience further, Kane Communications are here to help. We provide free, impartial advice, every step of the way to help you find the best solution for your business and will deliver the perfect call centre package to engage your customers and provide an excellent return on investment.
We understand that no two businesses are the same and use our knowledge and experience to deliver secure and reliable phone systems to help you provide your customers with an experience that is second to none.
Please feel free to drop us a line to discuss your needs in more detail.
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