Why Inbound Call Center Software Is Changing The Game For Customer Service

Fourth Lagao June 18, 2020

It’s no secret that internet connection made everything convenient – from ordering groceries to booking salon appointments. Yet, even with that level of impressive accessibility, customers still prefer phone support over email or chat. 

The reason behind it is simple: Trust built over actual conversations isn't something that typed-out messages can easily replicate. However, as helpful as it is to foster customer loyalty, phone support is more time-consuming and expensive than other channels.

Introducing the inbound call center software

Manually taking customer calls isn’t the best method, especially if you expect a ton of inbound messages and don’t want to keep customers waiting. The most efficient way to offer outstanding support is through an inbound call center software.

A call center platform automatically assigns calls to the right departments and agents. Upper-level managers can also access insights and trends to oversee customer concerns more accurately and effectively. It's an excellent platform to have for every business that talks to its customers regularly.

Do you need a call center software?

Investing in a customer service platform is helpful. Even call center software for small businesses has its perks. It empowers your employees to work efficiently and thereby boost their productivity. More so, you and your managers have the opportunity to be present in connecting with customers. Such participation will help you pinpoint the areas of your product or service that need improvement.

Call center software platforms have their risks. The two biggest concerns are the costs of maintaining it and the costs of employee training. Before you decide to integrate a tool, it's best to weigh your current business standing and look at your options from there.

Standard features of an inbound call center solution

When selecting a call center software, there are a few features that you might need to consider. At the very least, it should:

1. Integrate with other channels

Customer care services typically encompass other communication channels aside from phone support. Modern ways of reaching out to customers include live chat or social media. 

A software that can unify all inbound messages in one dashboard is efficient for answering concerns with as little effort as possible. Your agents can assist each customer regardless of the channel and provide consistently outstanding customer service.

2. Offer CRM integration

One practice that makes customers angrier is when agents repeatedly ask for their transaction details. As such, it's helpful to choose a call center software that offers CRM integration so agents can immediately access their information.

Some platforms can pull out customer information through unique details like their phone number or email. Additionally, some platforms can record customer support conversations for easier access in future transactions.

3. Deliver customer support metrics

Some of the numbers you'll want to pay attention to are incoming call volume, trends, and support efficiency rate to improve your support services. 

Choose a virtual customer service platform that can provide you with relevant analytics. With a comprehensive report, your team can handle and address concerns better while upper management identifies common issues with your product or service.

There’s a huge opportunity for feedback and improvement if you have data-driven insights to back you up.

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