Use Communication Technology to Create the Next Level of Customer Experience

Contact center employees using UCaaS technology to provide customer service
By using UCaaS technology, a business can improve its customer service, contact center operations, and internal communications.

Your brand awareness is strong, your products are innovative, and your sales team is persuasive. Business is booming — until something goes wrong and your loyal customers need support. Is your customer service where it needs to be? Here's how UCaaS (unified communications-as-a-service) technology, also known as unified communications, can help you deliver the timely, satisfying customer experience that prevents a small issue from flaring up into a major crisis.

Four Ways to Reach the Next Level

1. Use What You Sell

If your customer service doesn't deliver at the same level your customers expect from your products, you're fighting a losing battle. When customers call for product support, they expect that the person they're talking with also uses that same product. When they start to explain their problem and the representative says, 'Hang on while I look that up,' an already frustrated customer will quickly catch on that the agent is not as familiar with the product as they should be. The customer could start thinking about finding an alternative at that point.

In the age of social media, customers expect a rapid response, so your customer service team needs to be ready to fully answer their questions and expertly resolve their problems without delay. Make sure your customer service professionals are knowledgeable about your products and services so they can speak to their quirks and intricacies with expertise and authority. Integrate your CRM platform with UCaaS so agents have useful information right at their fingertips and can get to the bottom of an issue that much faster.

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2. Consider Channel Preference

Today more than ever, customers expect to communicate in the manner they choose no matter where they are or what they're doing. Consider an integrated communications platform that lets customers enjoy the same level of support whether they choose a social media platform, traditional phone call, chat, video call, or email. Customers of more traditional products might prefer the personal touch of a phone call, while millennials almost certainly prefer the convenience of in-app messaging or Twitter conversations.

With the flexibility of unified communications technology, you can deliver a superior customer experience to all your customers regardless of the communications channel they prefer. Want to take your customer experience to the next level? Augment existing customer support vehicles like phone and email with more advanced services such as screen sharing, business texting, and online document delivery. Consider an integrated communications platform like UCaaS, which combines multiple cloud communications capabilities into a single vendor-managed service.

Thanks to mobile unified communications apps, your customer service team can enjoy the same kind of flexibility customers demand while remaining available both in the office and on the go. This comes in especially handy in the event of a weather emergency or other unusual event, allowing your company to deliver the consistent, reliable service your customers depend on while keeping staff safe and sound.

With powerful business tools like UCaaS, you can deliver exceptional experiences that inspire long-term customer loyalty in an increasingly competitive marketplace.

3. Scale for Growth

Unified communications is driving the future of customer service in the contact center as well. As your company grows and its customer service requirements become more advanced, you can leverage UCaaS together with contact center technology — all using a single provider — to continually raise the bar for customer service. With the customer insights provided by analytic tools, you can spot opportunities to enhance your customer service processes even further, and with gamification features, you can keep your customer service agents engaged and continually performing.

Even better, your business can cost-effectively access all of these advanced features at scale without having to spend money on costly hardware that may soon become obsolete. That way, you can efficiently scale for growth when you need to, how you need to, all without breaking the bank or disrupting the customer experience. And by partnering with an experienced communications technology provider, you can take advantage of their expertise in contact center operations to ensure that you're always providing a best-in-class experience to your customers.

4. Have Emergency Plans in Place

Even the most reliable products or solutions occasionally encounter glitches. If a big problem crops up that's beyond the typical customer complaint, a response plan with clear communication guidelines and processes can improve your response time, allow your team to present a consistent message, and assure anxious customers that you're aware and working on the issue right away (before you begin trending on Twitter).

What customers dislike most is not knowing what's happening or when their problem will be fixed. Plan ahead by establishing clear communication guidelines and options to reach customers in a variety of ways, including social media, email, and text messaging. That way, your customers will know you're on the case — and they'll be much more likely to sing your praises to their friends and followers, boosting your brand reputation online.

Ultimately, flexibility is everything when it comes to customer service. Having multiple options and a clear communications strategy will ensure that your company delivers the right service mix based on customer preferences. With powerful business tools like UCaaS, you can deliver exceptional experiences that inspire long-term customer loyalty in an increasingly competitive marketplace.

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