If you were ever in any doubt about the importance of customer service, here are a few statistics to set the scene.
96% of consumers globally say that customer service is a key factor in brand loyalty (Microsoft), with a third of customers saying that they would consider switching companies after just one instance of bad customer service (American Express). Pair this with the fact that attracting a new customer can be 6-7 times more expensive than retaining an existing one (Salesforce) and that increasing customer retention by just 5% can increase profits by 25%-95% (Harvard Business School), and you’ve got a compelling case to make customer service a priority in your business.
Of course, good customer service can mean slightly different things and can require different strategies and systems depending on the environment. For a contact centre though, it boils down to system integration.
Integrating systems within a contact centre gives agents the tools they need to offer the best possible customer service. Complete system integration means that information from all channels (including phone, email and chat) and data repositories (including CRM and ticketing systems) is available in one place and at the click of a button. With immediate access to customer details and contact history, agents are able to offer better customer support, resolving issues effectively and following up where necessary.
It’s also no secret that the methods of contact have changed – and diversified – over the last decade. Naturally this has a knock-on effect on how contact centres operate. According to Jed Hewson, CEO of 1Stream, it’s no longer enough to rely solely on call-based technology. “Consumers want to be able to contact a business when they want, and how they want”, explains Hewson.
This means that to provide the best customer experience, contact centres have to incorporate channels such as email, chat and WhatsApp to the more traditional voice platforms. The good news though is that integration projects are no longer the complex, lengthy and expensive exercises they once were.
Most modern systems are designed with integration in mind, so with the right solutions provider, it is possible to consolidate all information and communication channels in one place.
Leading cloud-based contact centre solutions provider, 1Stream has been providing this for clients for years. “With a dedicated team focused on integration and with a comprehensive methodology in place, 1Stream is perfectly positioned to help clients integrate their systems and get the most out of their contact centre,” says Hewson.