In our study, 72 percent of customers would consider switching to a competitor if an agent didn’t adapt to their needs. With a cloud-based inbound contact center, scripts can adapt to the needs of customers.
Uses Dynamic Scripting.Ĭall scripts don’t have to be static anymore. This kind of automation frees agents to handle more complex inquiries, while building long-term relationships with customers.
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The cloud platform makes it easy to update FAQs or give personalized answers, like expected delivery time. Contacting the business directly may be the last resort, but even at that stage, customers can still self-serve. Makes It Easier to Self-Serve.Ĭustomers are most likely to go to the web first for answers. That lets agents manage contacts across channels, and the business can continually import data to make sure every call gets to the right person. Companies must leave room to tweak contact flows without involving the IT department. They want to use all the channels they’re accustomed to. Furthermore, 20 percent of respondents preferred to buy from businesses that offer multiple channels, and 78 percent were likely to recommend a business they can communicate with.
Our research shows only 7 percent of 16 to 24 year olds will call a business regarding a high-value sales query. Address each of these 10 points for the greatest success when selling inbound contact center tech: 1. We put together 10 rules for the new cloud-based platform. But while new cloud-based technology can play a major role in an organization’s ability to deliver a more effective customer experience, it needs to be grounded in solid strategy. Now customers reach out via text, websites, mobile apps and more, and brands must be equipped to respond.Ĭompanies across all industries have made the change to create considerably more rewarding customer interactions. In the past, these requests came primarily by phone, but times have changed. So selling inbound contact center solutions is centered around showing businesses what new technology can do.Īn inbound contact center is one piece of a communication infrastructure that is responsible for answering customer requests. New cloud-based solutions offer a more flexible and agile approach than legacy, on-premises systems. Now it’s time for a change, and by addressing a few key points, selling inbound contact center solutions can be simple. Many companies’ inbound technology is still the same as when they installed it 10 years ago.
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