As Microsoft Teams continues to take the world by storm as the ultimate hub for team productivity and performance, business leaders are rapidly looking for new ways to expand the environment’s potential. Thanks to Direct Routing, Operator Connect, and the flexible Teams ecosystem, we’re seeing an influx in companies using Teams for customer support and engagement.  

While it’s possible to build your contact centre environment within Teams for engagement purposes, you can also explore the opportunities offered by a host of AppSource apps for customer engagement. These solutions can integrate with your Teams environment at the click of a button, unlocking endless new opportunities.  

Here’s your guide to some of Teams’ top tools for customer engagement. 

ChurnZero 

A real-time customer success platform built to support evolving businesses in the age of customer experience, ChurnZero fights churn while simultaneously expanding relationships with current accounts. This powerful tool connects with Microsoft Teams to provide in-depth insights into your entire organisation’s customers, segments, and users. 

With ChurnZero, business leaders can provide team customer service agents with all the information they need to create highly personalised experiences. The tool keeps more of your customer insights aligned in the same space, so teams spend less time jumping between apps.  

Freshdesk 

One of the top customer service solutions on the market for companies used to dealing with endless ticket requests, Freshdesk is a phenomenal tool for boosting engagement. With Freshdesk for Microsoft Teams, you can ensure your employees are always up-to-date about the latest information on a customer, when they need to follow up about an issue, and more.  

You can keep track of when customers respond to a ticket in real-time and modify ticket priority within the Teams environment. There’s also the option to adjust who a ticket is assigned to at any moment to help ensure issues are managed as quickly and efficiently as possible.  

Guusto 

Sometimes, the best way to engage customers is to reward them for shopping with your brand. Guusto is a recognition and rewards application for Microsoft Teams suitable for hiring both your workforce and your consumer base. The solution makes it quick and straightforward to send immediate rewards to customers when they purchase or complete a specific action.  

You can even give your customers a wide range of potential rewards, with partnerships with thousands of merchant locations already available. Moreover, one day of clean water is donated whenever you send a gift to an employee or a customer.  

Zendesk 

A tool designed to help companies solve customer problems faster and respond to tickets as efficiently as possible, Zendesk is a popular part of the CX stack for many brands. With the Zendesk application for Microsoft Teams, you can expand your customer engagement strategy even further with a host of valuable tools.  

There’s the option to deploy answer bots within Teams on your client channels to answer common questions quickly and effectively. There’s also the option to add various notes to different tickets within Teams, so your customer service agents know exactly what they’re dealing with when they’re assigned a new issue.  

Live Chat 

Chat and messaging services are quickly becoming some of the most popular tools for engaging today’s customers. Tools like Live Chat allow companies to leverage all the benefits of messaging technology for communicating with customers with none of the headaches. This easy-to-use software solution integrates perfectly into the Microsoft Teams ecosystem.  

With Live Chat, agents have the power to chat with visitors on a website from directly within Teams and manage dozens of different chats at once. You also get a customisable widget to add to your website to ensure customers always have a quick and easy way to reach out to you. You’ll even have access to routing options within the app.  

Landis Contact Centre 

The Landis Contact Centre for Microsoft Teams is an excellent example of how companies can convert their Teams environment into the perfect space for customer support. With Landis, companies gain access to a state-of-the-art solution for communication with the help of Microsoft’s communication APIs. Within Teams, your users can see configurable wallboards showing their performance, manage calls, and record conversations.  

Many useful tools are built into this contact centre environment, including role-based security, Microsoft Power Automate integrations, and sentiment reporting. You’ll also be able to track customer relationships with a built-in CRM.  

HeyMarket 

As customers expect a broader range of options when connecting with companies, modern companies need to ensure their technology is omnichannel-ready. With HeyMarket for Microsoft Teams, you can unlock another channel for engagement and communication through business messaging.  

The HeyMarket app supports messaging direct to customers from Microsoft Teams, with integrations with various SMS tools, Facebook Messenger, Apple Messenger, and more. Enterprise-grade administrative features are also built-in to ensure IT can keep any information collected by agents as secure as possible at all times.   

Five9 Contact Centre 

The Five9 cloud contact centre for Microsoft Teams is another leading solution for companies searching for a powerful all-in-one contact centre experience for engaging their customers. Created via a partnership with Microsoft and Five9, this preferred solution provides agents with the insights and tools they need to engage and support customers through every stage of their journey. 

The technology comes with everything you expect from a leading contact centre environment, including automatic call distribution, integrated voice response, and customer interaction screen pops. There are various routing and dialling options to choose from and a host of rich administrative and supervisor-related tools too.  

 

 



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