Regardless of your field, your business has no more important resource than your customers. As every business owner should know, it’s always easier to retain existing customers than it is to attract new ones. Considering that 96% of customers claim that good service is an important factor in their customer loyalty decisions, it’s clear that providing outstanding client support is one of the best ways your company can improve client relationships.
Imagine that you’re a personal injury lawyer in New Orleans. Naturally, you’ll pride yourself on the fact that you pursue even the most difficult cases to help clients who have suffered from serious injuries in car accidents caused by negligence and similar events. You’re glad to help them pursue fair compensation for medical bills, lost wages, or even pain and suffering following a serious injury. You certainly mean well, but what if prospective clients have trouble reaching you regarding a free consultation regarding a new personal injury case or updates on an existing case? This will make clients start to question how much you value them, and they may seek services from competitors in New Orleans instead.
Your law firm call center needs to be equipped with intelligent features like interactive voice response (IVR) to immediately connect inbound calls from clients to the right agent for their needs, AI-powered chatbots to assist with simple concerns, and customer relationship management (CRM) integrations to allow for more efficient customer service. The easiest way to provide all of this is with a cloud-based contact center. Here are just a few of the biggest advantages.
The cloud lets you run a virtual call center.
The old vision of a call center being an office floor lined with cubicles with exasperated agents fielding incoming calls from upset customers is badly outdated. Firstly, modern technology can help you turn the contact center into a place that offers excellent customer experiences. Secondly, there’s no reason to rely on cramped office settings anymore with virtual call center software.
A virtual call center is one where the agents work remotely from various geographic locations. This provides obvious benefits to your agents in the form of the convenience of working from home and no lost time due to commutes to work. Cloud call center software also lets you save on the operational costs of running an on-premises contact center. The COVID-19 pandemic forced employees in all fields to start working remotely, and those who are given the choice generally opt for remote work due to the productivity advantages. Establishing a virtual call center now will help your company adapt quickly to the “new normal” for work.
The cloud empowers your agents.
Convenience isn’t the only benefit that your employees stand to gain from a virtual call center. With a unified agent desktop, it’s easy for all of your agents to keep track of conversations across all channels and jump into any one of them with the full context of the situation. These days, the term “call center” is a bit of a misnomer. Clients actually have the ability to make contact using any of their preferred digital communication methods, including text, SMS, email, mobile app, or even live chat. With a way to keep all of these conversations organized, your agents can focus on providing the customer experience your clients deserve.
Speaking of a great customer experience, the best virtual call center solution also provides omnichannel routing capabilities. Not only can clients contact your agents using their preferred digital communication channels, but they can also seamlessly switch between channels when the need arises, all while staying in contact with the same agent. This is a great way to save everyone’s time, and it provides unique customer journeys that help paint your business as one that really cares about the client experience.