Do you have to communicate with customers and answer the same set of questions regularly? If yes, then Cloud contact center solutions are what your business needs.
Cloud contact center solutions automate the Trouble of attending calls manually or answering social questions every day. It automatically greets the caller with a pre-recorded welcome message and interacts with the customers through Dual-tone multi-frequency (DTMF) inputs (generated by your numeric keypad responses). Welcome greetings used in the IVR (Interactive Voice Response) can be fully customized to include your company’s name and other details.
Most of the leading businesses have started using Cloud contact center solutions to capture more leads and connect with customers in real time. Not only that but companies are also utilizing this solution to serve other business purposes. Here’s a list of Cloud contact center solution use cases that are already in use by different industries.
1. Receive Customer Feedback
Cloud contact center solution is used as a useful tool to obtain feedback about products or services from customers. To prompt responses, you can easily design an IVR for your business and ask yes/no or multiple-choice questions. These feedback questions can be easily customized depending on the product or service.
The collected response of the Cloud contact center solution can be further discussed, evaluated, and implemented in the next product or service updates. This allows the business to remain Equal with customer’s expectations without demanding much effort.
2. Manage Incoming Calls
Companies are using Cloud contact center solutions to manage the Huge volume of customer calls. With a Cloud contact center solution, these calls from customers can be easily routed to the concerned department for further assistance and query resolution without any human intervention. As IVR replaces human receptionists with virtual receptionists managing calls becomes a lot easier, cost-effective, and efficient.
Also, the Cloud contact center solution greets the caller with a pre-recorded welcome greeting and provides the caller with a detailed list of options to choose from. It responds to the customer with dynamically generated audio with the help of a text-to-speech feature.
3. Conduct Surveys
Surveys are a priceless tool to measure service quality. Generally, these surveys are of two types – Inbound and Outbound Cloud contact center surveys.
Inbound Survey
In an inbound survey, the customer approaches the business with queries. Once the interaction is complete, the same call gets transferred for a quick survey to evaluate customer satisfaction with the provided assistance. Such surveys give businesses quality feedback as the conversation is fresh in the customers’ minds.
Outbound Survey
These surveys are routinely conducted to gauge customer satisfaction with your product and services. Here an automated call which includes a set of questions is sent to the customer’s number. The caller responds to the survey using the numeric input options.
4. Gather Account Information
Cloud contact center solution facilitates the customers by providing account information in no time. It allows customers to fetch instant information such as account balance, last five transactions, subscription pack renewal date, etc. Customers of banking, insurance, and financial services often use this service
When the customer calls the business phone number, the Cloud contact center solution responds to the call and presents several options. For instance, if a customer wants to know the account balance or outstanding bill, they can follow the Cloud contact center instructions to fetch their account details. It greatly helps customers to gather information on basic queries without any human assistance.
5. Generate Leads
Marketers have started using Cloud contact center solutions as an efficient tool to generate leads. Instead of running ads and sending emails to collect contact information, they are using Cloud contact center service to attract leads into giving their contact information.
For instance, “Call on 9xxxxxxxx to know more about our product” are few of the lines that can be used to attract relevant leads. At the end of the call, the Cloud contact center can connect the interested leads with the company representative.
6. Track Orders
The E-commerce industry has taken advantage of Cloud contact centers intelligently by allowing customers to track the status of their orders through this solution. E-commerce companies allow their customers to call them and know the location and status of their order in a hassle-free manner using a Cloud contact center solution.
For instance, when a customer calls the company to track an order, the Cloud contact center greets them and asks them to enter their order ID and verification details. After the customer provides the relevant information, the Cloud contact center fetches the order details from the database and announces it to the caller using the Text-to-Speech feature.
If you are looking for a Cloud contact center solution for your business, feel free to reach out to us at 1800 313 5152