Many companies’ inbound technology is still the same as when they installed it 10 years ago. Now it’s time for a change, and by addressing a few key points, selling inbound contact center solutions can be simple.
New cloud-based solutions offer a more flexible and agile approach than legacy, on-premises systems. So selling inbound contact center solutions is centered around showing businesses what new technology can do.
An inbound contact center is one piece of a communication infrastructure that is responsible for answering customer requests. In the past, these requests came primarily by phone, but times have changed. Now customers reach out via text, websites, mobile apps and more, and brands must be equipped to respond.
Companies across all industries have made the change to create considerably more rewarding customer interactions. But while new cloud-based technology can play a major role in an organization’s ability to deliver a more effective customer experience, it needs to be grounded in solid strategy.
We put together 10 rules for the new cloud-based platform. Address each of these 10 points for the greatest success when selling inbound contact center tech:
1. Support for multiple inbound channels.
Our research shows only 7 percent of 16 to 24 year olds will call a business regarding a high-value sales query. Furthermore, 20 percent of respondents preferred to buy from businesses that offer multiple channels, and 78 percent were likely to recommend a business they can communicate with. Younger consumers don’t want to call. They want to use all the channels they’re accustomed to.
2. Routes customers more intelligently.
This starts with implementation. Companies must leave room to tweak contact flows without involving the IT department. That lets agents manage contacts across channels, and the business can continually import data to make sure every call gets to the right person.
Customers are most likely to go to the web first for answers. Contacting the business directly may be the last resort, but even at that stage, customers can still self-serve. The cloud platform makes it easy to update FAQs or give personalized answers, like expected delivery time. This kind of automation frees agents to handle more complex inquiries, while building long-term relationships with customers.
4. Uses dynamic scripting.
Call scripts don’t have to be static anymore. With a cloud-based inbound contact center, scripts can adapt to the needs of customers. In our study, 72 percent of customers would consider switching to a competitor if an agent didn’t adapt to their needs. Dynamic scripting adapts with data so customers always get the best message.
5. Prioritizes contacts by channel.
A response has to be instant, reactive or proactive. In a multi-channel contact center, there’s more than just phone calls to consider. Customers have different expectations across different channels, so businesses must be sure to provide the best experience for each of them.
6. Treats the best customers like VIPs.
In most businesses, 80 percent of sales come from 20 percent of customers. So doesn’t it make sense to give those customers special treatment? After identifying an incoming call or email from a common returner or high spender, the contact center can make sure they get a tailored message.
7. Changes the “Call Center” to a “Contact Center.”
Remember the first rule about multiple channels? This is the next step. Customers could make contact from anywhere, and more than 75 percent of customers are likely to recommend a company that doesn’t ask them to re-explain their query. So no matter where the contact comes from, it gets to the right agent quickly along with all the most important information.
8. Makes outbound easy.
Sure, these are tips for inbound contact centers, but in a cloud-based system, the lines between inbound and outbound are blurred. Great customer experiences come from exceeding expectations. And if businesses can give customers what they need before they ask for it, they’ll stand out in the crowd.
9. Gives agents a single view of customers.
This goes back to rule number seven. The smartphone generation not only expects to interact across channels but to have continuity between them. Different channels don’t mean different customers. Our inbound contact center solution provides a unified experience, even if someone switches from email to text.
10. Closes the customer feedback loop.
Finally, surveys are a useful option to inspect the service being offered. Tools like West’s Insight Survey uses receives feedback from an IVR so businesses can find missed chances. They might even see a boost in loyalty. Learn more about West’s expert design and advanced analytics.
With investment in inbound technology, businesses in all industries can have the right combination of processes, people and automation in place to deliver a truly flexible and user-friendly experience. Download the complete guide to explore the 10 new rules on a deeper level so selling inbound contact center solutions is even easier.