Must Have Features in a Call Center Solution to Deliver Exceptional Customer Support

Must Have Features for Exceptional Customer Support

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.

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Effective Tips to Ensure Great Customer Experience

Markets are saturated and that enforces businesses to emphasize more on customer experience. Other than market saturation, the threat of getting defamed by the unhappy customer on digital platforms is quite high. Poor customer experience can result in major harm to a business brand and its benefits.

According to 64% of successful CEOs, companies that focus on client-centric services are more successful than their opponents.

In a nutshell, it is necessary to learn and implement effective tips to achieve and ensure a great customer experience.

Here are the top tips shared by top call center software providers and experts that deliver a great customer experience.

1. Define a client-centric strategy

The first and foremost thing is to define client-centric strategy based on different criteria such as:

  • Platforms on which customer services will be provided
  • Major needs and demands of customers
  • Key criteria to provide proactive customer services
  • Major customer experience KPIs to be measured

2. Setup the required resources

It is necessary to set up proficient resources to provide excellent customer service to ensure a great experience. This includes:

  • The best call center solution with omnichannel communication support or support for major communication channels
  • Required integrations into the contact center solution with CRM, IP PBX software, help desk ticketing solution, etc.
  • Hire the most skilled and experienced agents and supervisors. Give them the required training to help them work more productively and efficiently.
  • Adopt some call center automation tools such as AI voice call monitoring to review and enhance the quality of calls and service.

3. Execute and enhance the process

Once your business has all the required resources ready to serve customers with excellent customer services, start running inbound and outbound customer experience campaigns and monitoring them for performance. Use the real-time statistics available in your call center solution to monitor calls in real-time. Take the required actions to enhance the quality of service. You can also use reports to monitor major KPIs (Key Performance Indicators), which show how good or bad your customer service is. You can design the upgrade of contact center software or training program for agents depending on the value of major KPIs or statistics shared in the AI voice analysis of call center solutions.

4. Keep your team motivated

Your customers will be happy if your team is happy for obvious reasons. To keep your team happy and productive, you must give them recognition, awards, and rewards. Moreover, you must conduct some fun and recreational activities to keep your staff happy and productive.

If you follow these four tips actively, you can improve the customer experience. You can also identify the areas of improvement to improve the customer experience with more client-centric services.

In your journey of ensuring a great customer experience, if you are looking for the best tools like a call center solution, call center WhatsApp integration or any other communication channel integration, AI voice analysis tool for call centers, TrueCaller business phone number verification, or any other customer support tool, we can help you with our technology products and experience of 13+ years. Contact us to initiate the discussion.

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