Customer Service 2.0

Integrating advanced UCC capabilities within customer service operations can help reps take service to the next level.

Regardless of industry or geographical location, maintaining ongoing customer engagement is one of the primary keys to success for any business. This is especially true when trying to maintain an edge in today’s highly competitive operating environment. People like to know that suppliers are paying attention to what they are saying, and reacting appropriately.  

According to the Oracle report “Why Customer Satisfaction is No Longer Good Enough,” customer service is one area screaming for more attention.  For instance, 70 percent of shoppers have stopped buying goods or services from a company after experiencing poor customer service, 64 percent have gone straight to a competing brand to make a purchase and 81 percent are willing to pay more for a better customer experience.

Of course, achieving this level of engagement goes well beyond improving the engagement between the sales team and the customer. Customer service often plays significant role as well.  After all, customer service is often tasked with defusing potential issues by walking customers through simple fixes or answering questions about a product or service.

While accomplishing this goal starts with a culture that understands and appreciates the value of establishing customer intimacy, it also means providing customer service professionals with seamless access to the tools available today.  Indeed, with increasingly more professionals clinging to the mantra of working from anywhere, at any time and from any device, being able to connect with suppliers, customers and partners needs to be seamless and without limitations. 

This means providing customer service representatives with a dashboard style visual interface including access to an array of customer interactions including voice, email, social media and web chat. The goal should be to create an environment where agents not only have interactions pushed to them, but also have the autonomy to pick interactions allowing them to service numerous customers simultaneously.

Integrating today’s UCC tools also allows for multimedia skill-based routing, allowing agents to leverage presence to interact with experts according to individual customer needs.

Simply put, customer service needs to keep up with the pulse of technology, constantly evolving, adapting and adopting the technologies needed to facilitate interaction.  

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