Adding automated chatbots to the solution takes this one stage further, enabling businesses to offer customer service 24/7.
One for the Road A final point is to take all these features, like how calls and other incoming contacts are handled, call recording and more, and move them to the mobile environment. For an increasing majority of business users, the mobile is their primary work device for communication, collaboration, productivity and, yes, customer engagement. Yet, moving UC into the mobile world is a step many businesses have yet to take despite it being within their reach. Helping customers to mobilise their businesses is just one of many ways in which greater value from and use of UC solutions to improve the CX can be maximised while allowing the channel to show how they are more than just technology providers: they are trusted advisors.
web chat instead of a phone conversation. Adding automated chatbots to the solution takes this one stage further, enabling businesses to offer customer service 24/7. Recording Call recording is a configurable feature available within most modern UC platforms but is often under-exploited and seen as something primarily for compliance purposes. However, call recording is a great way to learn more about customer interaction and how to improve it, such as understanding what conversational approaches work best and lead to sales conversion. Call recording can even help motivate staff by effectively educating them on how to improve their performance, or by singling out and rewarding individuals, such as ‘Best customer conversation of the month’.
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