How Omnichannel Call Center Software Helps in Delighting Customers?

Posted by Zenteno peterson on December 24th, 2019

A customer has been in dominating positions for the past few years. One of the key duties of any business is to assure high customer satisfaction. Thus, the companies allocate a dedicated department for customer service and customer support or outsource these operations to a call center. Call center software has been in use to delight customers for many years. Thus, much advancement took place to advance the functionality of a call center solution. The latest innovation in this industry is the omnichannel call center solution.

Omnichannel call center solution can help in increasing customer satisfaction and delighting them in multiple ways. In this article, I will share the top 3 ways omnichannel call canter software delight customers.

1. Provide a preferred mode of communication

The omnichannel call center software supports all different modes of communication such as voice calls, video calls, chat, SMS, email, fax, social media, etc. This allows call centers and customer support departments to offer multiple modes of communication to customers. It means a customer can choose the mode of communication and the support agent will respond to that mode of communication. For example, if a customer prefers live chat as a mode of communication, then the agent can respond to the customer on live chat. If customer calls in the call center for support, the customer will respond on the call, so on and so forth. This adds ease of accessibility to customers, which increases customer satisfaction even more.

2. Provide the required information in multiple ways

It has been noticed in customer care operations that the agents need to provide detailed information to the client. For example, if a customer has received a credit card of any company, the agent needs to call to provide detailed information related to the benefits of using the credit card at different options. The agents usually read the script available in the call center solution, but it is difficult for the customers to remember all these benefits. In this case, if an agent uses an omnichannel call center software solution, he or she can send an email or SMS based on the length of the message and according to the need of customers.

3. Resolve query in real-time

One of the most effective approaches of increasing customer satisfaction is to resolve queries in real-time. It is called the first call resolution (FCR) in terms of the call centers. The omnichannel call center solution provides all the required features to increase FCR. For example, the correct call routing rule of this type of call center software will route the call of the customer to the right agent. Furthermore, it will provide features like customer records, screen share, etc. to show the solution to the customer.

In a nutshell, an omnichannel call center software solution has all features and functionalities to improve customer satisfaction. One can use its all or selected features, but it is necessary to use this system to empower the customer care and support department. I have explained only the top 3 ways omnichannel call center system helps, but there are many more that one can identify by using this system.