Providing top-quality customer service is the one of the primary focuses of any customer service system. Before the rise of social media, companies spent their marketing dollars on trying to figure out how to improve their products or services.
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Now, the customer experience from beginning to end has just as much of an impact as what’s being sold. Call centers’ main function is to provide support for its clients. Agents endure weeks of training and practice before hitting the floor. They continue to learn with guidance from their supervisors. The end result is a satisfied customer at the end of every interaction.
As technology evolves, so do the ways that contact center customer solutions work to streamline workflows. Now that 2023 is upon us, business owners should consider how their current customer service systems are serving them. In order to keep up with the competition, your customer service solutions should be able to anticipate the needs of the customer. New enhancements to call center software make it easier for agents to deliver quality support. Read on to learn what optimizations you should make for your customer service system in the call center to enhance the customer experience.
Automation has been involved in the way call centers function for a long time. Over the last several years, this technology has become much more advanced. In the customer service space, users can automate multiple workflows. For example, self-help for customers relies on automation to give customers access to information. Call centers often use chatbots to help relieve call volume and give customers an alternative way to reach out for help. Chatbots can be configured to provide automated responses to frequently asked questions. Customers can locate the information they need without having to pick up the phone.
Automation also helps improve the customer experience by making it easier for agents to gain access to callers’ information. Different systems can communicate with each other as customers call in. An ACD, or automatic call distributor, can match incoming callers’ phone numbers to existing accounts within a CRM. When an agent picks up the phone, the customer’s information will already be populated on the screen. This saves agents the time they would’ve spent looking the customer up. Callers receive faster service and a better interaction.
Customers have come to expect personalized service. It’s noticeable everywhere. A common example is when you receive text messages addressing you by name to follow up on an item you might have left in your online shopping cart at your favorite store. Personalized messages help customers feel valued instead of just another person. Your customer service system should make personalization a priority. One way to do this is through text. Omnichannel communication platforms provide agents with advanced features to improve productivity. LiveVox’s Unified CRM integrates with your SMS communication tool to match phone numbers to accounts. A mass text message to prospective customers can be personalized using dynamic fields. Agents can send hundreds of texts in a short period of time, with each message addressing its recipient by name.
AI tools have helped take the call center industry to never before seen heights. These tools vary in their functions. Some focus on existing customer service systems by giving customers back the choice in the way they engage with businesses. Others enhance the self-service process, making it easier for customers to quickly get the help they need without having to speak to a live agent. Livevox’s Virtual Agents are one example of AI-powered self-service solutions. Virtual agents have the capability of transcribing and applying meaning to customer dialogue. They can help customers make payments, update profile information, or get updates related to their accounts. AI has become a standard technology businesses turn to deliver efficient customer service, and 2023 will be the year to start adopting these solutions.
A renewed focus on anticipating customer needs
Staying ten steps ahead of your customer through proactive solutions is a strategy that businesses should take heed of for 2023. Advanced AI and analytic tools can help companies anticipate customer needs. One example could be payment reminders for customers who have made a late payment the month before. Another example may include sending customers information about products or services related to their purchase or browning history. Proactive strategies strive to provide customers with support before they request it. They contribute to an enhanced customer journey by ensuring that customers feel like more than just a number.
2023 is the year where new technology will make its permanent mark in the way businesses operate moving forward. LiveVox’s call center solutions are developed using the latest technology to ensure that call center clients stay ahead. With over 20 years of experience, LiveVox provides tools that can amplify your customer service strategy through increased productivity and efficiency. Request a demo to see how LiveVox’s solutions can help you optimize your customer service systems in the call center.