CCaaS is one of the most exciting developments in the customer experience environment for any business. More than just a more cost-effective and efficient way of running your contact centre, CCaaS offers enhanced opportunities for customer experience. Thanks to a flexible environment in the cloud, CCaaS allows businesses to adapt and adjust their strategy to suit their customers.
With the right CCaaS provider, you can increase your company’s reach with the press of a button, implement new communication channels, or even unlock the benefits of artificial intelligence.
So, which features are most likely to have the biggest impact on your CX?
Here are just some of the top features perfect for impressing your audience.
1. Omni-channel Interactions
CCaaS solutions give you the power to deliver customer service through more than just voice. In today’s digital age, Gartner predicts that 72% of customer interactions will involve emerging technologies like mobile applications and messaging. There’s even an increase in the number of companies using video to connect with their clients.
Companies that can provide immersive service experiences on multiple channels will instantly earn the attention of their target audience. After all, customers love being able to communicate on the platforms that feel most comfortable to them.
However, it’s important to ensure that each channel you embrace for omni-channel interactions is connected on the back end. Though customers want multiple channels to connect through, they also don’t want to say the same thing over and over as they move from one channel to the next. Making sure that the conversation is aligned will be crucial for CX.
2. Self-Service and Automation
Artificial Intelligence is a fantastic functionality in many CCaaS platforms today. Intelligent tools can complete a range of tasks on the behalf of companies, including automating repetitive jobs. When you use automation to eliminate the more monotonous tasks from your employees’ day, you ensure that each staff member has more time to focus on more pressing projects.
Automation also opens the door to various forms of self-service for customers. Around 70% of customers now expect a company’s website to include a self-service chat application. Adding a chatbot to your website or customer service strategy will allow customers to ask questions and get automated responses, without interacting with busy agents.
This self-service experience can even extend to intelligent IVR systems. Agents that can respond to human voices can automatically determine what a customer needs and help them through simple tasks like making a payment.
3. Analytics and Journey Mapping
To truly deliver an amazing customer experience, you need to understand what kind of journeys your customer moves through with your brand. Fortunately, many CCaaS solutions come with access to data and analytics systems that can help give you a better view of the customer journey. Real-time analytics solutions in the contact centre can help to rectify problems in the moment.
For instance, a real-time analytics system could use artificial intelligence to detect the sentiment of a customer as an agent moves through a conversation. If the sentiment begins to decline, the bot could notify a supervisor or manager that the agent needs help. These tools can also make it easier for supervisors to track the performance of their employees when they’re working remotely.