Customer experience has become a vital contributor to the success of a business. If your customers are unhappy, you are likely to lose your clients. An experienced team often helps in improving client satisfaction. In addition to that, using the right tools can contribute to elevated client experience and satisfaction. A call center solution is one of the known tools that help businesses to provide exceptional customer support.
You can find different call center solutions in the industry and all of them will have some similar and some different features. It is necessary to choose a contact center software that has the best features to support your aim of delivering an exceptional customer experience.
Following are the must have features in your call center software to support customer care operations.
1. AI voice analysis
AI voice analysis for call centers automates the job of assuring the quality of calls. This tool will review each call and rank it based on different performance criteria. From sentiments analysis to usage of correct or incorrect phrases, silence and verbose communication, etc. can be detected and highlighted by this tool. It works as a boon to measure the efforts of your strategy and agents to improve and enhance customer support.
2. Omnichannel communication
In the 21st century, it is impossible to neglect the importance of omnichannel communication. You must use an omnichannel call center solution to provide customer support across all touchpoints without getting your agents all over the place. The omnichannel contact center software can help you deliver customer services via different channels without leaving the window of a call center solution.
3. Advanced call distribution rules
In customer care or support center, it is a must have feature. The best call center solutions will have different and multiple automatic call distribution (ACD) features, but remember, you need advanced call routing strategies, which include, skill based routing and sticky agent. This can help you deliver a better customer experience.
4. Unified communication view
As customers use more than one communication channel, even if a customer support center uses an omnichannel call center solution, it becomes difficult to keep track of communication made via different channels. The disposition message may not provide added information. Thus, it is necessary to use a call center solution, which provides a single view of all customer interactions. For example, DialShree has a customer profiling feature that supports viewing all interactions via any mode of communication. This provides a holistic view to agents to deliver better and personalized responses.
5. Self serving features
There is no surprise that self serving features are a must in a contact center solution to deliver better customer support. Multiple customers prefer using these features to enhance their customer satisfaction and agent productivity altogether.
These are the must have features in your call center solution to provide satisfactory customer support to your clients. If you are looking for a complete contact center software that has all these features, then we have one of the most renowned solutions, DialShree. Contact us for more details and to book a demo.