As customers engage with hybrid technologies to work remotely and seamlessly across multiple platforms, gaps in performance are emerging that need to be addressed to ensure the fundamental need to connect and communicate with end customers in ways that sit them. With hybrid working now well underway, sub-optimal situations are being identified and employees often feel they do not have the tools they need to succeed in the new environment.

Recent research has revealed that 40% of managers lack the necessary analytics tools to assess the success of remote teams and 46% of employees lack the necessary tools to work successfully from home. The challenges are cultural as well as technological and, according to recent survey, 92% of executives have had to rethink how they worked due to the pandemic. Many are looking to the longer-term and solutions that help improve employee engagement, enable more flexible work environments, and facilitate structural changes to workflows that better meet the needs of employees.  

With cloud technology continuing to advance, making remote working even easier, and the benefits of saving office space and reducing commuting time and costs, it may be time for growing businesses to reconsider flexible working arrangements. However, to achieve this in ways that support workers and meet the shifting demands of customers demands a flexible approach to hybrid working. Customers now expect to call, message or email a business and a hybrid approach to enabling these touchpoints is a must. 

Channels such as WhatsApp and social media are increasingly in demand from customers and therefore solutions must include these channels in addition to traditional communications. Enreach’s UCaaS technology offering means it’s possible to deliver clear communication without loss of quality or knowledge to support regardless of the worker’s location. AI chat functions allow customers to ask quick questions at any time, getting an immediate response to their queries or alternatively being put in contact with an agent via the channel of their choice.  

AI chat systems have had a lot of attention over the last few years, in the same way that messaging platforms have also boosted customer experience. Messaging apps were already extremely popular, but global usage has risen to an estimated 2.77 billion monthly users. Customers prefer to message a company via its own website or app, but social messaging apps are also popular. During the pandemic, support requests via apps such as WhatsApp and Facebook Messenger skyrocketed. Enreach is therefore working on solutions that integrate AI, telephony, chat, email, CRM, call centre, and social media. The goal is to eliminate the need for multiple platforms and instead provide a single platform that meets all of the needs of the customers regardless of where or when they’re working.  

Businesses must adapt their tools and processes to ensure that they are not only ready to engage across newer channels, but also provide unified, conversational experiences across all channels. SMEs want to improve customer experience by increasing workforce productivity, but they also don’t want to drastically increase expenditure and the resources they utilise. A tailored package from Enreach allows them to easily scale their communication requirements, adapting to busy and quiet times, as well as fitting around where workers are in the world with ease. 

Enreach has invested in next generation customer service with these new needs in mind. Enreach employees are trained specifically to be knowledgeable about products, technology and customer solutions and are able to act with autonomy to help customers get answers faster and reduce the administration burden. 

Get in contact with Enreach to learn how to create contact that works wonders www.enreach.com/uk 

 

 



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