The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding on the right channels.
Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than call your business for support. With texting, customers can get a faster, more efficient response to their questions. This value can be seen within customer communications, as well as internal workforce communications.
Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric keypad, not so different from the rotary phones of old), we are entering an age of innovation around communications such that the world has never seen before. And best of all, many of these technologies don’t require heavy-lifting from IT teams.
Unlike the monolithic incumbents in the enterprise communication space that require multi-million dollar upfront investments and multi-year deployment schedules, the future of communication lies in software. Developers are now able to leverage communication APIs to build proofs of concept in hours or days that they can share with their business partners. Similarly, business analysts can leverage drag-and-drop user interfaces to build communication solutions in minutes, without having to request development resources. Never before have both technical people and non-technical people had so much ability to create meaningful solutions.
However, there are real risks and process challenges to account for when trying to build your own communication solution. There are both technological and experiential conditions that you must account for.
There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy.
But what if I told you there was a call center metric that could do nothing but measure a customer’s happiness, one that tracked their satisfaction through every interaction?
There is, and it’s called the Smiley Face Index (SFI).
One of our clients has seven telephony providers–we are the eighth. Thankfully, we’re helping them consolidate.
Over the last six weeks, we’ve been able to migrate 60 percent of their traffic to the OneReach platform. Good for us, right? But even better for them.
Continue reading Suffering from Vendor Fatigue? Here’s How Consolidation Can Help