“Let’s keep this short.” As much as you need your customers, and as much as your customers may be thrilled with what you are offering them, both still want to keep the phone call short. After all, this is business.
The customer is calling because they have a need, and the quicker you can meet or address that need, the happier they will be. However, the customer still wants this efficient interaction to be enjoyable, even tailored to them. Customers’ expectations for their interactions with you are becoming more sophisticated all the time.
Business leadership wants that efficiency too which is leading to fewer employees fielding more calls. Profit-wise, this is a win-win. However, in order to keep this pace without compromising the customer experience, systems need to be in place to streamline the conversation based on available data.
Here’s an example of how an efficient system should behave. When customers call in to a contact center the system recognizes their phone number and pulls up their recent purchases. This data set is displayed for the agent who can then see the notes on the account. Critical information is available to them, such as a note stating that a particular customer has been with them for ten years and just recently was unhappy with their latest purchase.
With this in mind, the agent can ask fewer questions to an already irked customer, because they already understand the situation. They can immediately prepare to disarm the situation, and be sure to show appreciation. “Mr. Johnson, we want to thank you for the ten years you’ve trusted us with your business and we’ll definitely take care of this issue. Your new order has been expedited should arrive within 2 business days.” The contact center agent makes note of any details in the system, so if Mr. Johnson calls back, whoever works with him is on the same page. Even new hires can quickly be up-to-speed in keeping these interactions quick and pleasant.
Disconnected data can down the ship. Customer Dynamics works with contact center cloud technology experts to ensure call routing and workforce optimization, as seen in the example above. Cloud technology allows for greater storage of information and initial customized contact, based on phone number recognition. Customer Dynamics integrations maximize customer interactions by ensuring that the data from varying areas (billing, sales, shipping, etc.) is immediately accessible.
Bridging your inContact software package with a database like Microsoft Dynamics CRM brings the most out of both systems. At the end of the day, isn’t it all about providing the best customer service possible? That includes metrics like length of call, the ability of your reps to meet the needs of the customer, and overall experience satisfaction. Please reach out to learn more about how we work with inContact to give your people the best tools out there.
Ryan Redmond is the CEO of Customer Dynamics, an established business-technology company that helps companies re-imagine customer and product success with technology.