Still trying to handle your customer service from a traditional brick-and-mortar contact center? Increasingly, organizations are shifting to cloud-based contact center solutions. There’s a reason for that: cloud-based solutions are more efficient and effective for businesses and non-profits and a winning prospect for customers. Here are just some of the ways customers can benefit from a cloud-based contact center.
1. Experience the convenience of self-service
Customers increasingly want ownership over how they engage with brands. Cloud-based contact centers let you build self-service options into your customer experience support, empowering customers to handle routine requests such as address updates, payments, and account information details. If a customer needs additional support, they can always request their call be transferred to a rep.
2. Choose the right channel for your communications
Customers prize choice. Unlike traditional contact centers, where a telephone call is the only option, cloud-based contact centers offer a variety of options for getting in touch. Whether it’s text, email, or a chatbot, cloud-based contact centers allow customers to seamlessly connect with an organization across their chosen synchronous or asynchronous communication channel. Additionally, with ACD, you can even communicate with customers in their preferred language!
3. Get in touch at any time of day
Traditional call centers for all but the biggest companies have set operating hours. But with a cloud-based contact center, you can ensure that customers get the support they need, even out of hours and on weekends. Interactive voice response systems combined with chatbots and asynchronous tools like email ensure that customers can always get in touch – and that they’ll get a prompt response to their questions.
4. Avoid the long wait times
“We are currently experiencing larger-than-usual call volumes.” Ah, that old saw. Fortunately, with a cloud-based contact center, wait times are dramatically reduced. Smart algorithms route calls based on customer needs and past interactions, and agents can be scheduled to meet shifting demand – especially during peak seasons or around major events such as product launches, college admissions periods, or holiday events.
5. Enjoy a seamless support experience
One of the perks of a cloud-based customer experience platform is that it breaks down silos within an organization. An all-in-one, tailored platform like ACD’s can connect to your other business processes, avoiding frustrating repetition or knowledge gaps. Now, your reps can see a customer’s history with a brand, review past contacts, and be positioned to know what a customer needs easily. It’s not just your reps and customers who benefit – your operations and business development team benefit from that increased transparency as well.
6. Enjoy an atmosphere of continuous improvement
Every customer longs for a great contact center experience where the call is seamless, the rep is knowledgeable, and their question is resolved promptly. Thanks to the built-in recording, analysis, and feedback of cloud-based contact centers, organizations can constantly monitor for call purposes, consumer sentiment, and compliance, subsequently taking action to ensure that service agents are trained to deliver best-in-class service and addressing business processes to solve customer challenges to minimize unnecessary contacts.
Deliver the customer experience your customers deserve with ACD!
A great customer experience is a critical part of your brand promise. With a cloud-based one-stop contact center through ACD, you can exceed expectations every time. No matter your needs, we can tailor a solution to your unique business case – including support from a pool of experienced, on-demand reps. Ready to elevate your customer experience? Talk to ACD today.
