Four Ways Unified Communications Improves the Customer Service Experience

Four Ways Unified Communications Improves the Customer Service Experience

With online reviews being so easy to create and share, improving customer service is more important than ever before. In fact, it’s quickly become a top priority for 72 percent of businesses. Many call centers and service departments have switched to VoIP for cost savings, but integrating other unified communications can improve the experience even more.

Unified communication provides a high level of customers service. By combining UC tools like instant messaging, email, and phone employees can communicate simultaneously, thereby getting to the root of the problem faster. If you’re on the fence about implementing UC, here are four ways it can enhance the customer service experience.

1. Answer customers’ questions more quickly.

With UC, clients are able to choose their preferred method of communication, which means the time it takes to process a request is dramatically reduced. UC works by integrating a variety of real-time communication tools, with the goal of improving internal communication. Collaboration between customer service representatives and experts becomes faster and more efficient. Telephone features, like click to dial with desktop-based communications, instant messaging, web conferencing, and video conferencing are ways UC can seamlessly connect an organization. This way, you can avoid putting anyone on hold and answer questions more accurately.

2. Help customers find the right product.

Have you ever been working with a seemingly strong lead only to have them suddenly vanish never to be heard from again? If that story sounds familiar know you’re not alone; businesses are experiencing this more and more. So much so that they’re calling it being “professionally ghosted.” Now, we can chalk it up to prospects going with a cheaper last minute cheaper offer; however, most of the time being ghosted it’s due to not getting enough of the right information. One way to avoid being ghosted is by using UC. It breaks through the barriers of communication by connecting prospects with in-house experts. These experts can then guide prospects to the right products and even suggest other complementary products.

3. Leverage remote agents.

Within the past few years, the ability to work remotely has gained in popularity amongst companies looking to offer more flexibility to its employees. Although remote working is a great way to increase productivity, it creates a unique set of challenges for the call center. Collaborative efforts aren’t mastered overnight. It takes time to build an ambiance trust between the call center and remote workers. Unified communication is the perfect supplement to help bridge the gap between the two. UC uses ‘presence information,’ which tells call center representatives the availability status of another worker. This is important for call center so that they aren’t wasting time trying to contact someone who’s not at the phone.

4. Improved audio quality.

Poor audio quality acts as a roadblock on the information highway. It instantly prevents service representatives from doing their job, which means problems go unsolved and questions stay unanswered. Unified communication address this need by offering better audio quality as compared to traditional telephony. UC wideband sound gives the impression phone calls run smoother, which can improve customer satisfaction, and therefore increase the chance to sell.

Providing a great customer’s experience is something business can’t ignore. Implementing a unified communications systems is a great place to start. This approach transforms a business’s internal and external communications into a more successful version.