As the months roll on – with no clear transition away from mass remote-work in sight – businesses continue to leverage cloud-based technologies to power on. The COVID-19 crisis has truly illuminated the value of the cloud, and nowhere else is its potential more clear than in the realm of customer service.
The power of customer service lies in a business’s ability to make an empathetic connection with the customer, and cloud-based technologies such as unified communications as a service (UCaaS) and contact center as a service (CCaaS) are the prime tools for doing so. Below, we explore how UCaaS and CCaaS are the drivers to creating powerful human connections that are at the heart of customer service.
Support Customers in New Ways With UCaaS
UCaaS allows your business to operate multiple communication channels and methods using one cloud provider. Your customer service team can access customer requests through phone, SMS, and video conferencing. When customers are able to contact your business through the channel that they prefer, you’ve already begun to tailor their experiences. Video allows for demonstrations and walkthroughs to quickly solve problems and make the customer feel as though they are getting dedicated care. Even though automation has made business more efficient in many ways, customers still crave human attention when trying to fix issues. UCaaS helps your staff introduce the human element to addressing customer needs.
An additional benefit to using UCaaS is the improved communication your internal team has. Your staff has access to customer data and can communicate in real time to address a customer problem with multiple team members if needed. This ability not only speeds the time-to-resolution for a customer issue, it makes the customer feel attended to on several levels.
CCaaS Drives a Personal, Immersive Customer Experience
Aside from the fact that cloud-based contact center technology removes the burden of managing your IT investments on site, CCaaS helps your business connect with customers on new levels. CCaaS comes with elements including:
- Call recording.
- Analytics.
- Customer experience tracking.
- Customer relationship management software integration.
- Interactive voice response.
- Call routing.
As with UCaaS, your business will have an omnichannel approach to customer service – enabling customers to contact you through their preferred method. These methods can even include social media and email. Additionally, CCaaS offers deep insight into agent performance and enables managers to see where agents need help in real time, how to speed time-to-resolution, and how to meet and exceed performance metrics. The data available through cloud-based contact center technology gives your business unique insight into not only how agents are performing but how customers are reacting – allowing you to drive a personalized, authentic interaction every time.
If your business is seeking a way to cultivate true human connections with customers to set yourself apart from the competition and drive long-term customer loyalty, UCaaS and CCaaS are the answers. Enterprise Visions has been helping businesses across multiple industries realize cloud-based transitions to improve their customer experiences since 2004. Contact us if you want to take your customer service to the next level.