For sales and customer service agents career prospects looks pretty good right now, whether they’re staying in a suitable role or considering their options – with the great resignation significantly impacting all industries, a flexible and location-independent work style is top of their agenda according to analysts, and many brands have gained new awareness of how vital consumers regard service excellence in a crisis.
But the agent experience can differ substantially depending on the scale of the enterprise concerned, because until now, the highest-rated contact centre toolsets have been aimed squarely at the big numbers end of the market. Small-medium businesses have been hindered by lack of in-house resource and knowledge, and find their growth constrained by a failure to implement data-driven omnichannel strategies in the early days.
Of course this also means that customer experience suffers too, as brands cannot respond effectively to their changing needs and demands, and their interactions feel increasingly distant from their fluid engagement they get elsewhere.
Helping Businesses Get Smart – at Every Size
With 70% of smaller businesses using their basic phone system as their main customer engagement vector, Joseph Walsh, Global Product Marketing, GoTo by LogMeIn, pinpoints the difficulty
“A lot of these businesses have great data locked away in their phone systems that they can’t turn to for insight and driving change. It’s a big challenge for SMBs seeking to grow their business and identify business opportunities, when they cannot shed light on the things they could easily improve.” Smaller businesses might not know what mistakes they’re making, or how things could be better. And some have been burned by investment in the wrong system or inappropriate CC capabilities in the past
GoTo are addressing these challenges for SMBs, providing a flexible working environment for sales and CX teams, while simultaneously equipping the business with the tools they need to improve sales and customer satisfaction scores.
This is essential, because the pandemic lockdowns have really shifted consumer expectations, about good service. Research shows that 46% of customers now demand better customer service than in the previous year, and a Harvard business review showed calls marked by reps as “difficult” increased 100% with hold times also increasing by 34%.
“The CX environment has changed, and even for smaller teams, we’ve found that if they’re speaking to customers and selling to customers daily, then they need a dedicated tool for that – the phone system they use and love daily is actually the thing most holding them back”
And while digital channels are becoming more widely used, they’re not a substitute, for that cohort of customers who really want to use voice, and suffer annoyance when that option is not available.
GoTo Contact: A New Point of Entry for Professional CX
“With a price point between a third to half that of existing products on the market, it will come with enough functions and capability to get those businesses up and running, on the road to their next level,” Walsh continued.
And it’s intended as the logical next step from the simple phone system: “Normally we see the tipping point as when sales people are making 30 to 40 calls a day – punching in numbers, and not integrated with their CRM, working off one incoming number… That’s the moment that GoTo Contact can really make things easier for the business, as well as more seamless for their end customer.”
Built with smaller deployments in mind (1-50 agents), the cloud-native software suite provides all the flourishes usually reserved for large enterprises – detailed metrics on everything from agent performance to call reports, coaching tools, intuitive dashboards, and powerful automations. And as a subscription service, it’s rapidly scalable and reliable, even for clients without large IT teams in-house.
“Being cloud-based it also supports business agility and resilience,” Walsh pointed out.
“All you need is an internet connection, so if offices close due to a COVID spike, or businesses want to give staff autonomy and flexibility, it supports that – while still managing to improve sales and customer service experience at the same time”
“Above all it’s not a huge investment, a life-or-death decision point that will lock them into expensive contracts and equipment. Upgrading to the right CCaaS decision with GoTo is a low up-front investment, in a well established product with lots of reputable vendors and low barriers to switch – a small investment, with potential for massive benefits – which is why we’re seeing such demand for this niche product”, he concluded.
Combining market-leading reliability and uptimes, same day deployment, best in class administration and support, along with full integration with GoTo’s UC and other offerings, GoTo Contact could be your SMB’s on-ramp to a fully-featured CX offering. Learn more at Cloud Contact Center Solutions | CCaaS
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