In today’s world, consumers are 40% more likely to do business with the first company they contact. To be exact – the first company they contact that responds rapidly AND makes the experience highly personalized with accurate information that leads to a successful first-call resolution.
Likewise, customer service & sales agents are far more likely to succeed and be retained if they have the right tools to deliver top-notch service!
The latest Customer Engagement Software is taking call centers away from the old-time ticketing model to robust full-service customer service and sales centers. This software can be integrated with your contact center software to give your agents a single pane of glass giving them visibility into customers’ previous orders, preferences, as well as all previous communications including recorded calls, emails, texts and web chats. In addition, agents have access to product information to provide instant answers or suggestions. Now they can easily convert a customer service issue into a new sale.
Customer Engagement Software dramatically cuts down on creating service tickets, transferring calls, long hold times and lost sales opportunities. Even more importantly, it minimizes stress for the customer and the agent alike. It opens the door to real human interactions and demonstrates a high level of professionalism. Customers are likely to buy again and give you referrals once they have had a great experience and have confidence in your organization.
From the management perspective, Customer Engagement Software gives your organization the ability to attract talented, experienced sales agents who are easy to retain because they have fantastic, user-friendly tools which give them the potential to increase their earnings.
If you’re considering integrating Customer Engagement Software with your contact center software, you should work wtih a Technology Consultant who has access to all the top-tier providers in this space and can get you wholesale pricing.
