Whether your software offers automated call routing, or if customers need to select a department after listening to a set of options, it’s important to understand how your call routing will work. When customers call your team, how do they get connected to the right person quickly?
As a result, you’ll create a consistent customer experience no matter which channel the interaction begins on. This feature will let everyone on your team see the context of previous customer interactions - regardless of the channel they took place on. Ideally, incoming calls should be logged on your help desk, which will allow agents to follow up via email. HubSpot found that a unified customer service experience reduces customer friction and increases front line efficiency.
It’s important to consider how well your new call center software will integrate with your other channels. If you’re looking for a call center software, then you’re likely supporting your customers through other communication channels as well (like email, live chat, or social media).
0 kommentar(er)
