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Category Archives: Cloud Call Center Software

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How to Increase Ecommerce Sales Using a Call Center Solution?

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How to Increase E-commerce Sales Using a Call Center Solution?

Due to the COVID 19 pandemic, which is still having its effect on various parts of the world, many industries have faced ups and downs. The eCommerce industry is one of those industries that have got benefited because of the pandemic. The habit of shopping in the brick and mortar stores has changed. People have moved more towards online shopping as it is safe and fun, both.

Along with the demand and popularity, competition has also increased in the eCommerce industry. In this article, we will share how you can use a call center solution to increase sales. Of course, it is a great tool to run the best customer care campaigns. But, do you know it is also the best tool for increasing sales in an eCommerce business?

Let’s explore more in this blog.

1. Send personalized notifications about the next big sales and offers

Big billion days, republic day offer, etc. are excellent ways to increase sales. People love sale offers, discounts, offers, etc. and if you succeed in launching more alluring offers, you are likely to increase sales. When you are launching a new offer campaign, make sure you run a campaign to broadcast the information to all your customers. You can use the voice broadcasting or SMS broadcasting feature available in the call center solution. This feature can also personalize the message to make each customer feel special and intrigue to explore the details. The great deals will help you convert visitors into sales.

2. Answer queries quickly with WhatsApp support

Usually, online shoppers explore items using their smartphones or mobile devices. Asking for offers on their preferred items or checking their preferred payment mode is available or not, or some other questions often arise in the mind of online shoppers. Not giving an easy way to answer those questions can motivate online shoppers to abandon the cart and look for other options from your competitors. Using a call center solution with an integrated WhatsApp option can be beneficial here. You can integrate WhatsApp into the call center software with call center WhatsApp integration. Your customers can have a WhatsApp conversation with your sales agents. On the other hand, your agents can respond to them using the same call center software. This can help you increase sales as buyers get answers to their queries quickly without losing productivity.

3. Respond to social media comments and DMs

Everyone knows about the craze of social media platforms. From travel pictures to anger for a brand, everything is shared on one or more social media sites by consumers. You can use a call center solution with integrated social media platforms to respond to each appreciation or frustration shared on the social media platforms. This will help you project a positive brand to other buyers and help you increase sales. Similar to WhatsApp, social media platforms can also be integrated into the call center software. For example, call center Twitter integration integrates Twitter into the call center software.

Conclusion

In many other ways, a call center solution helps eCommerce stores to connect with the buyers in a personalized manner and entice them to increase sales.

We offer a call center solution built to benefit eCommerce businesses. We also offer custom call center integrations to integrate different platforms or tools like Twitter, WhatsApp, CRM, etc. into the call center software. Contact us for more details.

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How Healthcare Call Center Solution Enhances Patient Experience?

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Patient care and experience are very important in the healthcare industry. Along with the right medical treatment, on-time communication is also necessary to deliver a great patient experience. A call center solution plays a pivotal role here in improving the patient experience in any healthcare organization like a hospital, clinic, urban healthcare center, pathology laboratory, etc.

Let us share how a call center solution enhances the patient experience.

Self-serving options

Patients often need to attempt multiple calls or download and use a healthcare mobile app, which may cause phone memory issues in some cases. Some patients are not that tech-savvy that can use a mobile app to book a health checkup appointment or inquire about the bill or get answers to the frequently asked questions. A call center solution for the healthcare industry is a boon here. It has some self-serving features like a multi level IVR that lets patients or their family members take the required actions without downloading any apps or attempting the hospital number multiple times due to a busy tone.

Excellent patient care options available to the healthcare organization

A call center solution provides an amazing range of features that help hospitals, pharmacies, and other healthcare organizations to deliver excellent patient care. Let us share some of them:

  • Missed call and drop call reports:

    These reports let healthcare organizations check the calls that are missed or dropped due to certain reasons. In this case, the healthcare support team can give a callback to the patient.

  • Customer history during a live call:

    The call center software for hospitals or any other healthcare organization shows a popup within the call center solution screen. This popup shows all the information related to the patient. The support executive will be able to personalize the conversation with the patient based on the patient’s history. This helps in making patients feel valued and enhances the patient experience furthermore.

  • Unified communication channel support:

    The contact center solution for the healthcare industry can support unified communication channels. Even if a hospital or any other healthcare organization does not need an omnichannel call center solution, using SMS, email, WhatsApp, and social media as modes of communication has become a norm. Adding these modes of communication by integrating these communication channels within the contact center software can help call centers to improve the patient experience by providing them support via their preferred mode of communication. Also, in some cases, SMS and email become necessary. Using multichannel communication helps healthcare organizations in enhancing the patient experience.

  • Detailed logs:

    A call center solution also provides a wide array of reports and logs that a hospital, diagnostic center, or any other healthcare organization can use to enhance customer experience by taking the required steps. For example, the abandoned call reports show numbers that need to be contacted to reduce opportunity losses. The pick hours show the need of increased support staff to provide better patient care even during pick hours.

Conclusion

A call center solution for the healthcare industry comes with an array of features to provide the best patient experience. Improved patient experience helps healthcare organizations to leverage several benefits.

We offer the best call center software that is specifically developed for healthcare organizations. Some of the healthcare organizations are already using our call center software such as Sterling Accuris Wellness Pvt. Ltd, which is a multispecialty diagnostic center. Read the complete case study here on how Sterling Accuris Wellness Pvt. Ltd Enhanced Responsiveness and Boosted Productivity with Our Call Center Solution

If you are looking for a call center solution or any other communication software for the healthcare industry, then contact us.

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Call Center WhatsApp Integration and Its Role in Enterprises

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Communication is the key in any enterprise or even a small business. When we specifically look at the case of enterprises, they need to handle hundreds of customers and prospective clients on a day-to-day basis. Thus, they use software like a call center solution.

Using only a call center solution with traditional features would restrict various aspects related to good customer care service and sales process. Adding some more advanced features and functionalities into call center software can enhance various operations in enterprises.

WhatsApp is one of the channels and WhatsApp communication is one of the modes of communication that all enterprises must add in their communication solutions like a call center solution. Let us share more details about the integration of WhatsApp into the call center solution and its role in enterprises.

What is call center WhatsApp integration?

Call center software or cloud call center solution providers integrate the WhatsApp business API into the call center solution. This integration provides all features of the WhatsApp web within the call center software.

What is the role of WhatsApp integrated call center solution in enterprises?

The role of WhatsApp is important in enterprises. Customers and prospective customers like to use convenient communication channels. They prefer using the mode of communication, which they find flexible and handy. And WhatsApp is one of the preferred communication channels.

Let us share the role of call center WhatsApp integration based solution in enterprises.

1. Increase sales opportunities

Many people get some questions in mind while browsing through a website and are usually interested in getting quick answers. The omnichannel call center solution offers options like live chat, WhatsApp, etc. However, if your enterprise does not use an omnichannel call center software, then you must invest in call center WhatsApp integration.

This will let your prospects have a WhatsApp conversation with you. Not only this, but it will also make sure that you get their direct contact details, so you can have a conversation with them in the future to follow up, cross-selling, upselling, etc.

2. Reduce waiting time to connect with customer care executive

Enterprises handle the massive volume of customers seeking answers to their common or complicated questions. Using a single channel in the call center solution could increase call queues and waiting time. The call center WhatsApp integration lets you add an additional communication channel. This reduces the volume on a single communication channel. Thus, reaching the customer care executive can be faster. This can help in increasing customer satisfaction.

3. Reduce expenses

To increase ROI, reducing expenses is necessary. Adding WhatsApp as an additional communication channel boosts productivity. Thus, the number of parallel agents and seats in the call center software can be reduced. Relevant infrastructure and wages can also be saved.

This is how WhatsApp as an additional communication channel added into the call center solution with call center WhatsApp integration can benefit enterprises.

We offer integration of WhatsApp into the call center software to enterprises and other businesses. We also offer a call center solution and a cloud call center solution. To know more about our services and software, contact us.

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How to Increase Customer Retention Using a Call Center Solution?

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Increase Customer Retention Using a Call Center Solution

In today’s fiercely competitive market, retaining customers can be a great strategy. Therefore, businesses have increased the focus on improving the customer retention rate. Along with loyalty programs and other strategies, using the right call center solution and its right features can also help in increasing customer retention.

In this blog, we will share how you can use a call center solution to improve customer retention.

Add omnichannel communication into the call center solution

Gone are the days when customers were ok visiting a branch or staying on the line for a long to get connected with the agent. Now customers directly go on social media sites like Twitter and Facebook and start sharing their bad experiences. Thus, reducing the wait time to connect to the customer support agent is necessary. Adding unified communication into the call center software can help here.

A call center solution has a wide array of features to benefit businesses in several ways. Learn how a call center solution and its different features or characteristics can be used to improve customer satisfaction and retention. supports unified communication channels, so customers can be served through their preferred communication channel. This will also distribute the volume of customers and reduce waiting time on all communication channels. This can help you deliver better services and increase customer retention.

Use CRM integrated call center solution

Call center CRM integration can be used to show more details about the customer during a live call. This information can be used by agents to deliver personalized responses to customers. This will make them feel valued and help in increasing customer satisfaction and retention.

Reach out to customers

Many businesses are aware of the glitch happening or to happen. For example, system updates may get the website down and customers cannot use it for some hours. Instead of randomly making changes, defining a specific time and informing customers about the downtime, change in fee structure, or any other information can add value to the customer experience and help in increasing customer satisfaction. Voice broadcasting and SMS broadcasting are two important features available in the call center solution that can be used to reach customers without occupying agents in it.

Running occasional surveys, collecting feedback, and running similar campaigns to stay connected with customers and letting them realize that you care for their business can help you increase customer retention. The call center solution offers modules like Survey module and features like predictive dialer, auto dialer, outbound IVR, etc., which can help you run this kind of campaign.

Focus on KPIs and improving them

The call center solution also shows a wide array of reports. These reports can be used to measure and monitor KPIs related to customer experience. Along with monitoring, a business can take the required actions to improve these KPIs. This will also help in improving the customer retention rate.

Conclusion

In a nutshell, a call center solution offers various features and modules to let businesses deliver excellent customer services. Moreover, this software can be used to build a strong customer relationship. All these can help in increasing customer retention.

We have a call center solution, which has proven its worth in increasing customer satisfaction and retention. For more details, contact us.

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Role of Social Media in Call Centers for Improved Customer Satisfaction

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Call Center Social Media Integration for Improved Customer Satisfaction

With billions of users using one or more social media sites, social media has become one of the primary modes of communication for any business. Whether a business is interested in reaching a wider audience or interested in maintaining a positive brand reputation, effective use of social media is necessary.

Call centers majorly focus on customer satisfaction and sales. The best call center solution offers an array of features and supports different modes of communication to deliver better customer services. Social media platforms like Facebook and Twitter are equally important here. This is the reason, the call center software providers like Elision Technologies offer integration of social media channels into the call center solution. For example, call center Twitter integration integrates Twitter into the call center software.

The availability of call center social media integration indicates that already call centers have started using social media platforms as one of the channels. Let us share the role of social media platforms in call centers to improve customer satisfaction.

Respond to angry customers

With the increasing use of social media platforms, people prefer to share negative experiences on social media sites. From sharing hate comments to cursing brands, angry customers can damage a business badly. With call center Twitter integration or integration of any other social media site with the call center solution can ensure that agents receive notification for the tweets, DMs, and comments. Therefore, they can respond to them without losing any time and handle angry customers better. Being proactive in handling unhappy customers can help in increasing customer satisfaction as they will feel valued by getting attended quickly.

Stay in touch with customers

Do not wait until your customers start writing about bad experiences. Instead of that, investing time and efforts to build a positive brand image can be beneficial. You can use the social media platforms integrated into the call center solution to send DMs or reply to comments. Along with unhappy and angry customers, happy customers also need to feel valued to be stick with your brand. Therefore, responding to each comment, DM, and tag can help you improve customer satisfaction even more.

Be quick with answers

Customers use social media platforms to raise questions related to the products they purchased or issue they are facing in using the support service. Responding promptly can help in assuring that you maintain a positive brand image on social media platforms. On the other hand, responding to prospects with quick answers can help in grabbing more sales and increasing customer satisfaction, too.

Concluding notes

7 out of 10 people use social media platforms. You cannot ignore the power of using it. Therefore, it is necessary to focus on improving customer satisfaction by using this one most popular mode of communication. To save time and other resources, integrating social media pages or profiles into the call center solution is necessary.

We offer call center social media integration. If you are looking for call center social media integration, contact us.

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Call Center Solution with Unified Communication and Its Impact on Customer Experience

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Call Center Solution with Unified Communication and Its Impact on Customer Experience

The call center solution has been one of the leading tools that empower industries to deliver excellent customer experience. With the advancements in this solution, the businesses using this software can lift up customer satisfaction and experience even more.

One of the advancements that happened in the call center software industry is the integration of unified communication channels into the call center software. This type of call center solution is also known as an omnichannel call center solution and a contact center solution.

The call center solution with unified communication has benefited businesses in augmenting customer experience in multiple ways. Let us share how it happens.

1. Reduced requirement of calling at the support center

Nobody likes to call at the support centers and staying in the call queue waiting for their turn to get connected with the customer support agent. This is a frustrating experience for many. The UC (Unified Communication) lets customers reach the support centers via other modes of communication. They do not need to wait in the call queue for their turn. In fact, WhatsApp, SMS, Facebook, Twitter, and similar communication channels let customers have an on-the-go chat with the support team. This helps in increasing customer satisfaction.

2. Connect with the expert

The contact center solution often offers features to connect customers to the right agent such as skill-based call routing. However, in some cases, the customers get connected to the agents who do not have the required knowledge or skills to resolve the issues faced by the customers. In this case, either customer call hold time gets longer than it should be or the call of a customer gets transferred to another agent or supervisor. This increases average call duration, average call hold time, and ultimately frustration of the customer.

The contact center solution supports different communication channels and the most advanced features, so customers do not need to wait for long to connect with an expert. Even if the chat or message is transferred to any other agent, the customer doesn’t need to reiterate the same issue.

3. Get first call resolution

The omnichannel call center solution offering unified communication to customers often succeeds in achieving higher first call resolution (FCR). Rich communication features, reduced hassle, and better communication help businesses to resolve customer issues in the first attempt. This also improves customer satisfaction.

4. Collaborative work environment

The unified communication channels in a call center solution work as a single platform. This improves the collaboration among different channels and agent teams. If a customer’s chat or call gets transferred to another agent, the agent will have all the information or chat history. Therefore, the client will not need to reiterate the same issue. This will not only improve productivity, but also customer experience.

Conclusion

A call center solution with unified communication channels can improve customer experience, plus, bestow many other advantages. We offer a call center solution as well as we offer integration of one or more communication channels as per your requirements. Contact us to know more about the omnichannel call center solution and unified communication channel integration into the call center software.

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Advantages and Disadvantages of a Hosted Call Center Solution

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Pros & Cons of a Hosted Call Center Solution

The call center solutions are now used by all industry verticals. Therefore, different types of models have come up in the market, including the Indian market. A call center solution can be accessed or acquired by choosing one of the models. In this blog, we will share one of the important models to use a call center software, which is the rental model.

The rental model hosts the call center software on the cloud of the provider. Thus, it is also called cloud call center solution and hosted call center solution. You need to pay the rent to use a predefined set of features of this system.

There are many pros and cons of using a hosted call center solution and we will discuss some of the major ones in this blog.

Benefits of using a hosted call center solution:

1. Minimum capital investment

  • The license cost of a call center solution is often more expensive than the rent of using this software with the SaaS (Software as a Service) model. Thus, you save a lot of money here.
  • It is a cloud call center solution, so it can be accessed remotely. It means you can hire remote agents and can save further on infrastructure costs.

2. No maintenance or technical team needed

  • The company offering you the hosted call center solution will take care of upgradation, maintenance, and technical stability of the software.
  • If you face any challenges, all you need to do is, raise a support request. The support for genuine technical issues is free. You will not need to pay heftily for the same
  • Even if you use paid technical support, you can be rest assured to get the best ROI.

3. 99.99% of SLA

  • We provide hosted call center solution to our customers and we guarantee 99.99% of service level agreement (SLA) for the uptime.
  • It means your operations will always be up and running.

4. Pay as you go

  • This is one of the biggest advantages of using a cloud call center solution. You only pay as much as you use.
  • This can help you save much on an ongoing basis.

5. Amazing scalability

  • The hosted call center solutions let you scale up or down the number of agent seats depending on your requirement.
  • Likewise, you can add or remove the integrated solutions. For example, call center WhatsApp integration would add WhatsApp into the cloud call center solution. You can remove the APIs if you need. In the case of a hosted, it would be cheaper to add or remove additional channels or features.

Drawbacks of using a hosted call center solution:

1. No ownership of the software

  • The cloud call center solution is good, but you never own the software.
  • You need to keep on paying rent as you are using a rented call center solution. In some years, the cost of rent covers up the cost of the license of the software.

This is the only major disadvantage of a hosted call center solution. The rest of them are benefits.

We offer a cloud call center solution with the hosted model. If you are interested in knowing more about the hosted call center solution, contact us.

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Call Center Solution Advancements that Reform the Customer Experience

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Call Center Advancements that Reform the Customer Experience

Call center solutions have been reforming customer service, sales, loan collection, and other campaigns. Each passing year, more and more businesses have started adopting this software. The companies like ours, innovate different features and advancements to empower the users of call center software.

In the past few years, much advancement has happened and in this blog, we will share the top 5 advancements for you to understand how they reform customer experience in businesses and call centers.

1. Real-time statistics

From a number of ongoing, ringing, and on-hold calls to system performance, online agents, and much more; a call center solution like DialShree shows different statistics in real-time. It gives a live view of the performance of the call center software, associated hardware, agents, and other important things. It benefits in real-time crisis management as well as performance assurance. It also benefits call centers and businesses in taking advantage of business intelligence in real-time as they get live statistics, which represent insightful data.

2. Custom integrations

Earlier, a call center solution could only support the features developed in it. If you want to use a CRM system, you need to get it developed in the call center software itself. Now custom call center integrations are available, which allow integration of different solutions and APIs. The integrated solutions will work in a harmony. For example, call center CRM integration will make CRM features available in the call center solution and both will work in a streamlined manner.

3. Omnichannel communication

Earlier, the call center solutions used to have only a single communication channel of phone calls. However, now the omnichannel call center solution is available. We offer omnichannel call center software, which supports all unified communication channels. This empowers the communication by catering to customers on their preferred communication channels.

4. Automation

The call center solution advancements have taken a leap with call center automation. There are so many self-serving features that can let customers take any action on their own without the need of an agent. Not only retrieving some information, but also paying bills and changing a banking pin; a customer can take any action using the call center automation features. On the other hand, for call centers and businesses using this software, the number of jobs is reduced. The tedious and repetitive tasks are automated, so they can focus on other aspects of a positive customer experience.

5. AI (Artificial intelligence)

Artificial intelligence (AI) is paving its way in all industries and call center is not left behind. From business intelligence tools to chatbots, there are many AI-based advancements that are taking place in this industry. From increasing self-serving options to helping customers to aid in various areas, the AI tools help with multiple aspects and taking the customer experience to the next level of delight.

These are the top 5 advancements, which are reforming the customer experience. We offer the most advanced call center solution and many other services to provide you the tools that can help you reform the customer experience. Contact us for more details.

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How Call Center Solution Can Be Used during COVID 19?

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Utilities of Call Center Solution during COVID 19

COVID 19 has hit hard all parts of the world. Still, some parts of the world like India, Brazil, etc. are still the top affected countries in the world. Even the countries that have controlled the situation are taking precautions to make sure the spread of the COVID 19 stays in control.

The COVID 19 has brought many changes to the world. Technology has benefited here as well. A call center solution is one of the technological tools that have benefited different aspects during the COVID 19. Let us share how a call center solution aided various areas during the COVID 19 and still being useful.

Telemedicine

  • We all are aware of the medical staff shortage along with the other healthcare resources. In this case, the call center solution has become really advantageous.
  • The call center solution could be used to provide remote medical consultation to the home isolated patients.
  • The governments in many countries have also released a helpline number configured into the call center solution for people who are feeling stressed because of the COVID 19. Better mental health could be assured with remote consultation using a call center solution.

Emergency service booking

  • The spread of the COVID 19 has increased the cases of medical emergencies.
  • The call center software can be used to book an emergency service like an ambulance, a COVID medicine kit, oxygen cylinder, etc.
  • For example, in Gujarat, a state of India, the medical emergency number is 108. This number is used to register a medical emergency case and request an ambulance. This emergency number is configured with a call center solution India and it helps in sending an emergency service to the patient.
  • There are many emergency services that can be booked using a call center solution.

Health report status

  • One of the issues people are facing during the COVID 19 is getting reports on time. They have to go to the centers to collect the report. This can increase the spread of the COVID.
  • The omnichannel call center solution can work really well here.
  • The IVR feature of the call center solution can let people check the COVID, CT scan, RT PCR, and the other reports’ status automatically.
  • The omnichannel call center solution supports multiple communication channels, so reports can be sent via WhatsApp, email, MMS, etc.

Online orders

  • The call center solution can also be used in the industries that support online shopping like food, groceries, clothes, etc.
  • The call center software helps customers to place an order as well as to track the order and raise any concerns, if they have, to get a satisfactory answer.

Online transactions

  • The spread of COVID 19 has encouraged many people stay home and do all possible jobs from home only.
  • The call center solution helps here as well because the customers can take many actions from the comfort of their homes like:
    • Pay bills
    • Check payment status
    • Hot mark a credit card
    • And more

In summary, a call center solution has various applications in making things easily available for people and therefore, it must be used to keep people safe and work going on.

We have an omnichannel call center solution that is already in use by major hospitals and diagnostic centers in India. Contact us to know how this software can benefit your business or industry.

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How to Motivate Remote Agents to Work Productively?

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Tips to Motivate Remote Agents to Improve Productivity

Working from home is not tough if this is the model you have been using for years, but if you have switched from an on-premise call center or business to a remote one, then you may face multiple challenges. To help you overcome these challenges, we have come up with some useful tips. These tips are related to keeping your agents motivated to work productively. As you know productive staff means smooth operations and steady revenue generation.

So let’s explore the major tips to help your agents work productively.

1. Provide them the required tools to work productively

The first thing is definitely providing tools such as work from home add-on with safe access to a call center solution. You can also provide them free internet or a laptop to work from home. The work from home add-on allows agents to work in any situation.

Here is a complete blog that shares the top tools that are must to empower agents working from home

2. Give them time to adapt the work from home culture

If your agents were working from the office, it might be new and uncomfortable for them to work remotely. They may not have a separate room or they are unaware of the right usage of work from home add-on or a cloud call center solution. Your agents may face several challenges. Thus, it is necessary to give them time to adapt this whole new operational setup and motivate them while they are in the transition of switching to the remote work model.

3. Use collaboration tools

One of the ways to motivate your remote agents to work productively is using effective collaboration tools, so they do not feel alone or left out. For example, use MassMeet: Video Conferencing Solution to have daily or weekly calls. A 5-minute long call can refill the energy in agents to work productively. A call center solution with an internal chat feature can also be helpful in increasing collaboration and letting agents connect with a supervisor or other agents to get a resolution to their queries.

4. Arrange some recreational activities and rewards

One of the major challenges agents faces while working remotely is stress. To relieve stress, it is necessary to arrange some recreational activities. Having a video call using a video conferencing solution like MassMeet and arrange some fun activities like games, discussions, stand-up comedy, etc. can help in motivating agents.

Keeping some incentives and rewards can also be a motivating factor for agents to work more productively.

5. Collect feedback

Last, but not the least, is collecting feedback from agents. Ask your agents about what they like or don’t like about working from home. Also, take their feedback on the fact, how your call center can help them work more productively. The feedback and taking action on the collected feedback can further help in improving productivity.

These are the top 5 tips that will help you motivate your remote agents to work more productively. If you want tools like work from home add-on, call center solution, call center dialer app, etc. that can help you provide the required tools to your agents working from home, then contact us.

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