Call center software offers effective handling of your inbound and outbound calls. But it can do more than just handle calls. It can:
- Increase seamless communication with customers across all channels by turning your customer support into the best omnichannel contact center
- Offer tailored customer experience by using data from integrations like CRM and caller ID
- Direct customers to relevant resources through a self-service feature
- Enhance data security to avoid penalties from data breaches or non-compliance with regulations like the EU’s General Data Protection Regulation (GDPR).
- Scale your sales through prompt responses to sales queries
Enjoying these additional benefits depend on the call center software features you are using or plan to use. You can enjoy most of these extra functions from advanced cloud contact center software.
Let’s explore these valuable but unexpected uses of call center software in detail.
1. Expand Your Omnichannel Customer Service Capacity
Inbound call centers handle customer calls and offer exceptional customer experience. But customers also love to communicate with businesses through different digital channels like:
- Social Media
- Live Chat
- Messaging platforms like WhatsApp and Telegram
Research shows that about 70% of customers prefer chat messaging to calls. But, you must also cater to the other 30% and their preferred communication channel. Besides, you must ensure conversation continuation from one medium to another.
So, the right call center solution should empower your agents to communicate seamlessly across these channels to ensure the best customer experience.
You will need a solution that supports contact center omnichannel platforms for customer service, sales, and marketing. Note that customers can easily switch from one channel to another. They will expect you to continue their conversation without the need for them to repeatedly report their problems on every channel.
The best omnichannel contact center has a 360-degree touch. That allows you to track customer conversations from every channel.
So, your agents can offer continuous conversations regardless of the medium the customer uses. However, only solutions with advanced call center software features can expand your omnichannel customer capacity. Robust cloud call center solutions can be handy for such extra valuable features.
Keeping a continuous conversation with each customer across all channels will ensure a successful customer journey.
2. Increase Personalized Customer Experience Through CRM Integrations
Research shows that personalized customer experience has these positive perks:
- Increase in customer satisfaction by 20%
- Increase in sales conversations by 10%-15%
Call center software solutions can help you offer tailored customer experience using third-party integration from applications like CRM (Customer Relationship Management). The integrations provide access to vital customer information that you can use to offer services based on customers’ needs and desires.
For maximum tailored customer experience, choose a call center software that easily integrates with other business CRM applications like:
- Microsoft Dynamics 365
- Oracle Service Cloud
Integrations allow the call center software to automatically pull customer data like history, phone numbers, social media handles, etc. With this data, you can offer tailored customer support, sales, and marketing campaigns, thus improving customer satisfaction.
3. Exceptional Self-Service Tool Through Interactive Voice Response (IVR) Features
Data shows that many customers prefer self-service support over talking to an agent. Using call center software, you can offer self-service for voice calls to your business.
Most call center solutions have an Interactive Voice Response (IVR) feature that helps direct callers to relevant resources. The IVR features are conversational for a more simplified experience.
Advanced call center solutions with IVR features can identify the callers and collect vital information about them for agents to offer better customer service.
The call center software solutions’ IVR component uses conversational and routing features to ensure customers get what they need faster. So, you can also offer self-service support for your customers and clients to improve the customer experience.
4. Better Data Security
Integrating with CRM and other applications allows you to handle personal data that can be risky if hackers compromise it. Any data breaches or mishandling of personal information can attract heavy penalties from regulations like GDPR. Also, your customers may become victims of financial fraud.
An advanced call center software can provide extra data security to the client information you handle. Some of the robust security features you should check out in the software include:
- Data encryption
- Password protection
- User access control
- Back-ups for emergencies
Humans are a significant weak point for data security breaches. Your agent can use a repetitive password or a weak one that is easy to crack. That exposes your entire operation to risk. The best call center software will offer better data security to avoid penalties and keep your client data private and secure.
5. Increase Sales By Prompt Response to Sales Queries
A call center software can help you respond to sales calls promptly and increase your conversion chances. For sales calls, any delay that keeps the customer waiting may push them to seek your rivals for solutions. That means you will lose an opportunity to influence a sale.
An omnichannel contact center software will ensure you don’t miss a call, a text, or a chat, whether a sales query or complaint. It helps provide 24/7 support, allowing prompt response to sales queries as they arise. That will improve your chances of getting more leads and sales conversions.
Get More From Your Call Center Software
Call center software can be an instrumental tool that does more than just handle your inbound calls. Advanced cloud call center software can scale your customer experience to exceptional levels driving customer satisfaction and engagement.
Change your contact center operations to omnichannel operations to offer seamless customer service across all traditional and digital channels. Also, you can use it to drive tailored customer experience, enhance client data security, and scale your sales and marketing efforts.
However, you can only enjoy these extra and valuable features from advanced cloud contact center solutions. So, choose your solution carefully and ensure it has these additional call center software features.