This is the turn taken by more and more companies. That of outsourcing a software solution to optimize the performance of their customer service. Companies that have taken this step benefit from many advantages. Their goal ? Promote a quality customer experience and satisfy both consumers and advisors. Having your customer service software hosted by an entity outside your company saves time and provides a more ergonomic and efficient system. In doing so, companies even aim to develop their growth. For their part, consumers are only doing better.
The techniques employed by the companies that develop this type of product are based on data and artificial intelligence. Once the information is collected, it is analyzed, processed and translated into practice to foster a quality customer experience. The human being is then put back at the center of the project so that the interaction between the adviser, the consumer and the platform is as natural as possible.
Such a strategy makes it possible to delegate a large part of the work required for effective customer service. Admittedly, the customer advisers are still employed by the company, but the system used is managed by another entity. This saves time and offloads a heavy technical workload.
Not only do experts whose job it is develop solutions for companies, but they are also available to train their teams in the use of their software. The training courses are personalized: created according to the sector of activity concerned and the expectations of the company’s customers.
For companies that have made this choice, the customer experience of their clients and advisers is improved. In this, a company stands out from its competitors thanks to its customer service. And at the end of the customer satisfaction line, many companies even see it as a way to increase their growth figures.
This is one of the main objectives of this type of solution: to ensure a follow-up that is as personalized and as human as possible for the customer. In other words, the consumer who contacts customer service must feel that his case does not fall on deaf or amnesiac ears.
To do this, the suppliers of such software offer omnichannel solutions that make it possible to qualify a customer’s request. They also and above all allow an adviser to have a detailed and precise view of the client’s profile, including the history of his conversations with advisers. Routing rules allow CCaaS software (contact centers have a service) to optimize the customer experience by saving him time and allowing him to see his problem solved more quickly. Such routings are based on context, intent, skills, and distribution.
The added value of such a software solution for a company? Increase the satisfaction of its customers, increase its turnover and improve the daily use of these tools by the advisers in-house. All thanks to relevant and ergonomic tools.
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