Cloud Telephony Elevating Customer Experience In The Phygital World
Customer Experience in the new reality is progressing towards a phygital world. The changing consumer behavior and bulking shift towards no contact business demand proactive CX (customer experience) initiatives. However, the pandemic and lack of proper infrastructure are resulting in sales leakages and limiting business opportunities. A cloud-based telephony solution can be decisive in solving multiple aspects of customer interaction as well as allowing systems to keep functioning off-premise for safeguarding life.
Cloud takes the existing telephony system offsite and employs virtual capabilities to offer effective and flexible voice services. The solutions drastically reduce the loopholes in the traditional call center setup and allow businesses to make or receive large number of calls at any time from any place. Due to the lack of mobility and limited on-face customer interaction, industries like banking and finance, e-commerce, healthcare, food delivery, etc. face acute customer experience challenges today.
Surfacing Weaknesses & Soaring Customer Queries
As the pandemic erupted and chaos loomed everywhere, there was a fundamental change in customer buying behavior. Businesses not expecting the sudden exodus were faced with friction and uncertain continuity issues. However, one thing was common; both business and customers gravitated towards digital and telephonic mediums to keep up with the pressure.
With consumers hesitant to visit onsite stores, the entire bulk of the customer were pinned on the digital front. This resulted in heavier call volume and an opportunity for companies to adopt cloud telephony and simplify the customer experience process. The early adopters of cloud telephony received a competitive edge in earning the customer's trust.
Facilitating Business in the New Normal with Cloud Telephony
To thrive in the new normal, companies have a sharp need to augment their ability to serve COVID-19-related customer queries and emerge stronger in the aftermath. Cloud-based tools can automate multilingual voice commands and surface as a critical imperative in the future of customer experience.
These series of fundamental changes in customer service industry can be actively solved through cloud telephony solutions -
Remote Working Challenges
Perhaps the biggest hurdle in COVID times is mobilizing unique contact center equipment. With zero hardware assistance, cloud telephony allows the agent to access work from any location through a single window and easy to operate dashboard.
Going Beyond Business Continuity
With high virtual reliance, a call center can track the agent's performance on various levels. It allows the operations department to analyse the translation of calls at any point of consumer interaction. Cloud solutions will also enable you to keep track of crucial Key Performance Indicators (KPIs) and find performance gaps.
Creating a Truly Intelligent and Cost-Efficient Customer Experience
Besides being the key to productive customer experience teams, cloud telephony is also inexpensive, even compared to outsourcing. The CAPEX involved in initiating a contact center can be prohibitive, and the ROI might take some years to churn substantial results.
Perhaps the biggest hurdle in COVID times is mobilizing unique contact center equipment. With zero hardware assistance, cloud telephony allows the agent to access work from any location through a single window and easy to operate dashboard
A virtual call center plummets various investments involved in a traditional set up to a single software subscription, which is revolutionary for the industry. A sales team can have better targeting by hiring local people without them migrating to an office.
The pandemic is a wakeup call for the customer experience industry to create smart infrastructure comprised of AI, cloud-based communication, digital channels, and more. The new smart cloud-powered setups will gain popularity in building business resiliency and transform the industry's face as we know it today.