Call centers with customer support tools need the right solutions to get the job done. There are many options available to help agents go above and beyond for their callers. However, all the different platforms with various features can seem overwhelming. In order to figure out what the best route is for your call center, it’s important to know the purpose of each solution and to understand how they work.
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What are customer service solutions?
Within the context of a call center space, customer service solutions are software products that give agents the ability to provide customers all the support needed for a service or product. Delivering a superior customer experience is one purpose of customer support tools. They can be grouped into other categories that primarily serve to streamline workflows for agents with different roles. Some tools are focused on providing call centers with the data they need to run efficiently; others help team leads properly train employees. Here are three examples of different types of customer service solutions:
- Customer focused support tools
- Business intelligence and analytic tools
- Agent focused support tools
How customer service tools work
Although the focus of these customer service tools may vary between customer, agent, and call center, they all still play a significant role in enhancing the customer experience. Below is an overview of the three categories of customer service solutions mentioned above to show how they work to enhance the customer experience.
Providing a smooth customer interaction
Every interaction agents have with customers goes through a similar process. First, an inbound or outbound method of communication occurs. Once two people are connected, the reason for the connection and a brief introduction should be next. Agents then proceed to provide help or customers then decide whether they’d like to engage or disconnect. The interaction then ends, and if needed, a follow-up is scheduled. It may sound straight-forward, but the truth of the matter is that the process often becomes disrupted when a call center isn’t utilizing the right customer support tools.
When a customer calls in with an urgent problem but is then faced with long wait times, frustration can quickly begin to rise. One solution, such as a conversational IVR system, focuses on the beginning of the interaction. Through advanced voice recognition capabilities, the LiveVox IVR solution recognizes spoken requests. It can route callers to the right agent, thereby reducing wait times by avoiding unnecessary transfers. If chatting in, customers can also talk to a virtual agent that can connect them to the right live agent.
Virtual agents can also provide customers with self-service options such as order tracking or payment submissions. If a customer needs to speak with someone, an IVR system can schedule callbacks so that they don’t have to wait in a queue. Through chat or SMS, a virtual agent can send customers the right self-service links. Solutions like these provide customers with convenient options. This strategy places the customer at the forefront; businesses adapt to the caller’s needs and not the other way around.
A customer relationship management solution, such as the LiveVox U-CRM, holds and stores customer data for call center agents. The platform pulls data from multiple sources for a unified and easy to navigate experience for agents. During each call, agents can see past interactions, notes, payment history, and more.
This gives them critical insight into each customer and provides context into a caller’s background. Instead of having to toggle between screens or lookup data in other software programs, the LiveVox Unified CRM gives insight into all aspects of a customer account so that agents can provide thorough help.
Precise decision making
Accurate and reliable business intelligence is crucial for call centers. It allows them to strategize for future expansion, improve workflows, test scripts, schedule agents, and more. LiveVox’s Unified Analytics solution gives users 150 pre-made reports for precise decision making. Customizable reports can also be quickly generated for call centers that prefer to see only specific data sets.
Users can get a holistic view of a call center’s business operations and easily identify gaps. For example, over or under-scheduling can hinder a company’s desire to reduce operational expenses.
The LiveVox Unified Analytic customer support tools can give insight into the everyday functions of a call center and help managers know when to expect heavy or low call volume to schedule agents accordingly. Companies can maximize efficiency by using those reports to help guide hiring efforts. Identifying trends is another way that LiveVox generates valuable data. Using the LiveVox SpeechIQ tool, call centers can look at trending keywords in all customer and agent interactions within transcribed conversations.
Businesses can use that information to better understand their customers’ needs and address them accordingly.
Call center agents can be one of the first people that customers tie to a company name. That’s why it’s so important to make sure that agents are given the right type of support and training to be able to effectively and accurately represent a brand. Customer solution tools include those that empower agents to effectively do their job.
Call center supervisors can provide effective training using things like call and screen recording software. LiveVox’s Call and Screen Recording solution allows supervisors to capture high-quality calls and use them as a foundation for training new agents. In addition to showing trainees how to interact with customers, this solution also provides screen recordings that can help new agents learn how to navigate customer service software.
When agents struggle to meet required metrics, team leads must be able to identify gaps and show agents how to improve. Call recording software can be used to pinpoint calls that leave room for improvement. Supervisors can go over an agent’s calls in individual meetings to help show them what changes can be made.
LiveVox’s SpeechIQ can flag specific words that indicate at-risk calls and notify supervisors in real-time. They can quickly find the agent that needs assistance with a call and reduce the risk of escalation. Quality coaching tools help prevent agents from falling behind and makes them feel confident about their ability to provide premium customer support.
Having the right customer support tools can make a significant impact on the level of success a call center can achieve. You can learn more about the way LiveVox uses advanced technology to create effective call center solutions by requesting a demo here.