In a vast industry which is constantly in the public eye, excellent communication is a fundamental aspect of the long-term survival of an organization in the tech, media, and telecommunications sector. A current expectation of modern-day life is consistent connectivity, and global technological advancements entitle customers to assume the same of the organizations they interact with, especially if the business is seen as being technologically progressive themselves. With a significant portion of companies in the technology industry already familiar with cloud technology and potentially having their own system preferences, the value of a united customer service strategy is crucial.

“Keeping communication smooth and flexible for our customers is at the heart of our company and the functionality of the storm® platform aligns well with this mission.”

Group Manager Communications Business Unit, Panasonic

Scale up to help your customers make a difference

CHALLENGE

For activities such as fundraising, people feel as though they can make a difference, and have a sense of satisfaction when they’re able to help companies to achieve their charitable goals. For some companies who run charitable events, programs, or broadcasts, it is difficult to cope with the peaks and troughs involved in contact with the public. When fundraising volunteers and employees are rapidly inundated with well-intending callers, they can become overwhelmed, resulting in callers being stuck in seemingly endless queues, until they eventually give up.

SOLUTION

When businesses hold a television event that involves donations or potentially high call volumes, workers from around the country can be utilized. With a scalable and web-based solution, organizations will be able to have ‘back-up’ agents on hand to provide support. This gives organizations the freedom to keep agents available to provide additional assistance to in-house staff should they become overwhelmed, yet allows these support agents to work remotely from a comfortable location. This solution keeps agent welfare at the forefront of the communications strategy, whilst ensuring that callers can contact organizations to donate.

PRODUCT

Scalable cloud contact center

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Unify disparate systems to answer queries rapidly

CHALLENGE

Across an entire company, it is highly likely that multiple disparate systems will get in the way of rapid access to customer information. For example, a customer who calls into a telecommunications company for information on amending an account or contract may be passed from the contact center to accounts, then on to billing, and finally to a contract department. For an already frustrated caller, an extensive customer journey is entirely unacceptable, especially if information must be repeated multiple times. Customers feel undervalued if they cannot have their queries rapidly resolved.

SOLUTION

With more customer engagement solutions than ever before, the most useful platforms are those that can provide endless integrations into third-party systems. By implementing an organization-wide customer engagement strategy, disparate databases can be integrated into one place, ensuring easy access to all information. When a call transfer occurs, customer information from the contact center can automatically pop up onto the screen of the specialist taking the call. When all customer information is available to agents, callers will no longer be forced to repeat information, resulting in happier customers whose queries are resolved first time.

PRODUCT

Integration across your organization

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Let customers choose their own way to self-serve

CHALLENGE

A common complaint from contact center staff is that certain tasks can become monotonous, and that repeating information over and over to each caller can be frustrating. If the only option for customers with queries is to call and speak to a human agent, callers are unaware that they are causing frustration for agents. If multiple queries for an area-wide issue come in simultaneously, agents feel demotivated, and that their time will be wasted by repeating themselves. Customers with complex, unrelated inquiries are also forced into long queues while agents deal with repeat questions.

SOLUTION

Monotony and pressure for agents to answer simple, repetitive queries can be eased with the implementation of an effective self-service strategy. By providing self-service functionality across a multitude of channels, companies can allow their customers to choose their preferred method of contact, increasing customer satisfaction levels. Automation can allow customers to self-serve for simple queries through a variety of methods, including automatically popping up an alert when specific queries increase, or letting a customer answer clarifying questions (such as postcode) on an organization’s website and providing an appropriate response for their query based on these.

PRODUCT

Make the most of your resources

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