The Covid-19 pandemic has pushed most organizations to transition from working in the office to working remotely. Similarly, there has been a significant migration of on premise contact centres to cloud contact centre services. The biggest concern for most companies is how to ensure a better customer experience especially when you can no longer run a physical office. Previously, contact centre managers held the view that working remotely hampered productivity but not anymore.
Although shifting to a cloud contact centre in the UK can be stressful at first especially when you are ill-prepared, the benefits to your customer experience are great. Here’s how switching to a cloud contact centre can enhance your customer experience:
Unlike in the past where contact centres were synonymous with calls, today customers have various channels of communication they prefer to use to get in touch with you. From sending an email to chatting on a website or social media platforms like WhatsApp or Twitter, the options are endless.
You can consolidate all these options with a cloud contact centre in the UK with omnichannel support. This will not only work for your customers but also your agents because they will no longer have to switch across different platforms. When your agents can track all customer conversation from one place, they will offer better solutions meaning a better customer experience.
Reliability and security
Security is often a major concern not just for your business but also for your customers. Therefore, you must ensure that your contact centre software guarantees the appropriate certification and encryptions when handling personal customer details or their financial information. Ensuring that your UK cloud contact centre provider offers secure network as well as data hosting solutions with the right data encryption levels guarantees you high uptime so that customers don’t have to be frustrated because of missed or dropped calls. This will certainly lead to better customer satisfaction.
Real-time reporting and analytics
You can’t emphasize enough the role of customer experience in the success of any business. In most cases, customers will stick with businesses that deliver the most relevant and engaging experiences. One of the ways of ensuring meaningful experience with your customers is by being able to keep track of interactions with them.
Using a cloud contact centre in the UK affords you access to real-time reporting and analytics that lets your agents track every detail from the number of dropped calls to the number of calls that connect among other valuable data. Such information is important in determining if your next move will be improving the overall infrastructure or coaching your teams.
Customers still expect to receive great service despite the pandemic. Running a cloud contact centre means you are still able to meet their demands and offer solutions when it matters the most regardless of the times. This is not only good for your brand as it shows commitment to delivering exemplary customer experience but also helps to promote growth.
When shifting to a cloud contact centre, you will appreciate the fact that it presents a whole lot of flexibility. This means that you are free to use what works for you now. For instance, if all you need for a start is natural language processing and artificial intelligence, then you don’t have to access other tools until that time when you need them. This means you can expand your access as your company grows. That is, you are free to evolve and explore the platform at your own pace and as you adapt to your customers’ needs to ensure you are constantly offering the best experience.
Before switching to a cloud contact centre in the UK you must keep in mind that not all platforms are the same. Therefore, take time to understand the features they present to see how well they are suited to enhancing customer experience. You also need to think about any other additional tools that you need that could enhance your agents’ productivity without requiring your constant intervention.
This may include the ability to track the performance of your employees among other solutions. Ultimately, cloud contact centre services play a critical role in ensuring a smooth transition from working in the office to working remotely, without compromising customer experience. This makes it possible to not only retain but also grow your customer base even after the pandemic is behind us. By investing in the cloud-based contact centre, you will not only cut costs but go beyond surviving to thrive against your biggest competitors.