Keeping Your Customer in Mind
In the SaaS communications world, there are so many ways in which we can both satisfy and alienate our customers. Stellar customer service can cover many wrongs — or serve as icing on your platform’s award-winning cake. It can also serve as a tool to connect more closely with your clients, and let them know that you’re aware of and sensitive to their everyday needs.
Companies often associate the newest and latest technology with the highest rate of success. This isn’t necessarily wrong; in fact, it’s often correct when it comes to devices like cell phones or computers. However, the latest and greatest isn't necessarily the best option when it comes to contact center software.
If you’re going to buy a new car, you might be prone to buying the shiniest car with the best features — leather seats, rear-end cameras, TVs on the back of the seats, etc.
When implemented properly, call center software can drastically increase efficiency, customer satisfaction, and your company’s bottom line.
So much is automated — our ATMs, our parking vouchers, even our customer service. And with the rapid advancement of technology, the automation will only increase. It may seem (since our eyes are so often glued to our cell phone screens) that the need for human interaction is diminishing, but if you’ve ever called a company’s customer service line to resolve an issue, you know the contrary is true.
Introducing 3 Members of Our Superhero Support Team
Our support team differentiates themselves with 24/7 unlimited 100% in-house support and an average 1-2 minute first response time. Pretty incredible, right?
An Example of Poor Customer Experience
A few months ago, my wife and I decided to move our family to the foothills just outside of Denver, CO., right along the edge of the beautiful Rocky Mountains. We have a spacious five-acre lot, which is mostly rolling hills and towering Ponderosa Pine trees. It’s our little piece of paradise. Unfortunately, there aren’t quality Internet providers out here in “paradise.” As a matter of fact, the only option is satellite Internet. When we moved in, we decided to go with the company that advertised the most. For the sake of this post, I will refer to them as Badsignal.net.
Be smart about your call center software contracts. You don’t really have to be a legal expert to do your contract negotiations in a due diligent manner. Here are incredibly valuable tricks that will come in handy to get you started.
Is it possible you're paying for someone else's problems?
There's a conspiracy theory making its way around, regarding anti-virus software companies simultaneously developing the viruses they're fixing. I think about this too often and how the same thing happens underneath my nose in different instances.
Last decade was marked by businesses reorienting themselves as increasingly customer-centric. There's no longer one cable company, one main shopping mall or one vendor of any specific product. Newcomers and established corporations get a foot in the door by promotions, viral marketing, but most and foremost – customer care. If you don't want to be labeled as merely 'satisfactory', but as a company that goes above and beyond, here's how you do it.