Customer contact software is a tool that call centers use to manage customer interactions. These platforms can also house customer data, providing agents with the necessary information needed to help a client. The software can hold and organize information such as customer addresses, names, phone numbers, emails, buying history, and call history. Customer contact software records data from every customer interaction through every channel of communication. Conversations from SMS, chat, email, and voice are all captured through the software and recorded into the customer’s call history. Customer contact software is a valuable resource for agents because it provides crucial context into the customer’s background for every call. For example, if an agent needs to reach out to a customer about an issue with their account, they can revise the customer’s contact history to find any relevant information. This provides a better customer experience because agents are able to deliver a more personalized interaction.
Agents can also use customer contact software to make account changes or updates that a customer requests. If a customer calls in needing to change their address after a recent move, an agent can use customer contact software to add the new information. Customer contact software is also a useful tool that allows agents to look up customer information. Sometimes when a customer calls in from an unrecognizable number, their information may not populate on an agent’s screen. However, by getting a customer’s name or other identifiable pieces of information, agents can simply find the customer through customer contact software.
More Customer Contact Resources for Call and Contact Centers
Unified CRM. Centralize and standardize key customer and interaction data across all channels and applications into a single database, creating unified customer profiles with insight across the entire customer journey for improved targeting and segmentation.
CRM stands for customer relationship management, a concept that has been important since there were customers to have. But what is CRM software? Simply put it is software for managing customer data. It was designed to be a digital replacement for one of the staples on an agent’s desk. No, not the phone. The Rolodex.