Managing the relationship customers have with the brands they use can be a tricky task, especially when the interaction occurs in the contact center.
Considering a lot of contact center interactions are made out of necessity, customers are looking for a fix in the most efficient way possible, through a medium that they are most comfortable with.
The issue comes with supporting different mediums. Facebook, Twitter, Instagram, and WhatsApp have all become ways that customers can reach out to brands, while established communication methods such as voice calls and email still need to be supported. That creates an issue for businesses, each medium needs to be monitored, but employing agents to maintain standards on each platform becomes expensive.
That is where 3CX and its OmniChannel Contact Center Solution comes in.
A successful omnichannel contact center solution needs to adhere to four key features. They are Key Digital Channels, Platform Integration, Unified Tracking, and Reporting.
- Key Digital Channels – Omnichannel solutions open up the possibility for businesses to interact with their customers’ preferred channels of communication. Therefore customer interactions are not limited to the platforms the business is comfortable using
- Platform Integration – As businesses open up their channels of communications, agents need a tool where they can see all communications in real-time, without signing into various services to check for messages. These channels need to be combined on a single platform with other services, such as replying to social media messages or syncing CRM contacts, integrated into one solution
- Unified Tracking – Many clients will get in touch via various channels. An omnichannel contact center tracks client messages across the channels, making it possible to see all conversations with a given client in a single place
- Reporting – A contact center may include call reporting and analysis for managers to track response times, resolution times, and other key indicators across all channels
3CX: the all-in-one contact center solution
The right platform is essential for finding solutions to the problems that agents have to deal with. These solutions are made easier for both the customer and the agent helping the person on the other end of the line and reducing the stress on the person handling the call.
With the Contact Center solution from 3CX, agents are more productive and gain better insights to improve the service they provide, which leads to better customer satisfaction.
3CX integrates customers’ favorite communication channels, provides an omnichannel experience for customers and offers detailed reports and insights. These insights provide businesses with clear, actionable guidance as to how they can improve their customer service and agent performance.
Live Chat
One of the cornerstones of the solution is the free Live Chat integration. Agents can assign, respond to, and mark as ‘done’ chat messages to ensure customers are responded to as soon as possible. Chat messages can be transferred to other agents who may be better replaced to answer a particular question and hence reducing the resolution time.
3CX Live chat offers many different customization options including color themes, office hours, and multiple choices for customers to choose different departments to chat to. For example, a website visitor may need some sales support or technical support. Live chat covers it all!
Facebook & SMS
Contact centers have traditionally incorporated calls, emails, and more recently, live chat. But customers want more options. 3CX includes Facebook messenger integration which allows agents to respond within the same chat pane as normal live chat messages. Similarly, as SMS continues to be a popular way for many people to get in touch, Business Text integration allows agents to provide a similar experience to customers, replying from a business phone number.
Phone, video & CRM integration
The solution maintains advanced phone communication, as it remains the core of communication for many businesses, whilst also providing video conferencing capabilities so customer service agents can launch built-in web conferencing and video calls from the web or mobile apps. 3CX customers can also sync clients and access communications from multiple CRM providers, including Zendesk, Salesforce, Freshdesk, and Microsoft 365.
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