Businesses opt to transition to a cloud contact center to improve their communication, widen their reach, make customers happier, and increase their ROI. Taking contact centers online as opposed to on-premises allows for integrations with other tools and apps to make business operations better overall. If you’ve been wondering how to help your team handle an increase in inbound traffic, carry out successful sales and marketing initiatives, and enrich customer experience, read on.
We will provide you with a list of the benefits you and your team can enjoy by using a cloud contact center and why they’re better than an actual call center. We have tips to help you choose the best software for your business, along with recommendations for tools you can look into acquiring. If you’re in the market for a cloud contact center, keep on reading.
A cloud contact center is a gallery of customer support as well as sales and marketing tools all aimed to help the business improve overall. Cloud contact centers do not require hardware or a bigger workspace to accommodate equipment since tools are available online. A cloud contact center is hosted remotely, so businesses can keep in touch with customers and prospects mainly using internet-based communication methods. Lead generation, sales marketing, and prospecting efforts are also enriched, adding value to each touchpoint.
Whether you’re a small business, a startup, or a large enterprise, cloud contact centers are the way to go. Especially if you want to focus heavily on optimizing the customer experience. Because of innovations in modern technology, you’re afforded an arsenal of tools to streamline your processes and workflows, refine your sales and marketing campaigns, and elevate the standard of care you provide customers.
If you’ve been shopping around for a cloud contact center for your business venture, this is your lucky day! In this article, we are not only going through the benefits of a cloud contact center. We also might have just found THE perfect software and service provider for you, so keep reading.
Businesses change all the time in size, in terms of needs and requirements, among other things. Part of the venture can get pretty overwhelming quickly, especially for startups and small businesses. A cloud contact center allows you to provide your customers with unwavering service, sales and marketing assistance, and after-sales care. You can handle a sudden increase in call, live chat, and even email volumes without worrying about excess costs or needing additional hardware.
Wondering how you can provide consistently top-notch customer service across all platforms and channels? Apprehensive about taking on more traffic or hiring more people? Thanks to cloud contact center innovations, companies can seamlessly scale their businesses. Increasing or decreasing the workforce, taking on more customers, and communique from everywhere without missing a beat is a breeze.
Ready to add another mode of communication to help more customers? You won’t have to go through laborious transitions and get an armload of new supplies with your cloud contact center. You can apply these changes right away without having a work stoppage.
One of the advantages of using a cloud contact center is cost efficiency. When you’re using an actual on-premise service, there is a lot to consider, more importantly, cost-wise. These may include:
Adequate workspace square footage to accommodate equipment
Purchasing required hardware and software along with licenses, permits, and certificates
Labor for wiring, installation, and setup
Training for proper use
Regular maintenance and upkeep
Periodic updates and upgrades
Managing a business is complicated enough without also having to stress over the logistics of running a physical call center. Cloud contact center solutions cut through all the hurdles so you can enjoy the functionalities of a call center freely. You only need the software, get work computers, and then train your employees. You can set aside your savings for another project altogether, like a team drive where your training and resource materials for using the software are stored.
As previously mentioned, your business necessities can change over time. For this, you will need a cloud contact center that you can use through:
Increase or decrease in workforce headcount
Addition or removal of a service (live chat, self-help options, etc.)
Hybrid expansion (remote work included)
Site changes (moving from one building to another)
Since most cloud contact center providers offer tiered pricing, you won’t have to worry about extensive costs whether you’re increasing or decreasing your staff size. The same goes for when you want to add another service. Most companies offer bundled subscriptions which means even if you don’t want live chat, it will be included in your subscription, so when the time comes that you need it, you can just activate it.
Another benefit of having a cloud-based contact center is the ability to cater to hybrid work. You can have people working for you onsite and remotely at the same time, and tasks and projects will still flow smoothly. Undoing complicated wiring, taking down hardware, and reinstalling everything when moving from one office building to another are all in the past. You can just pick up and go.
Considering allowing remote work in your company? You can give your employees the freedom to work from anywhere without sacrificing efficiency, productivity, and reliability. You can just keep track of tasks and projects to make sure they’re up to par and completed on time. All this is thanks to cloud contact center solutions.
Setting up conventional call centers takes a lot of time, money, and manpower to get done. Wirings, hardware, and other fixtures are necessary apart from the work facility. For this, you will need extensive planning and careful execution especially when you have customers waiting. You risk losing business the longer it takes until you have a full system up and running. The same goes for system updates. There are times when you would need to take the entire callcenter offline to allow for updates to run and load.
With a cloud contact center, getting set up is as easy as 1, 2, 3, and then you’re good to go. You only need to set up minimally, route the queues properly, and configure systems to enable you to generate data and essential reports. You and your team can finish everything together without needing outside help. As for the updates? You won’t even have to hit pause. One of the cool features of the cloud contact center is that you can sometimes have updates running in the background while you work. You’re only required to do a quick restart of your systems, and then you’re back at work in no time at all.
In the not-so-distant past, business operations would grind to a screeching halt whenever there was downtime or system maintenance at their physical call center. Think about all the lost revenue, unproductive staff, and dissatisfied customers. Even an hour of downtime can end up costing a company a lot of money. Keep all systems operational and your team functioning to full capacity by getting a cloud contact center.
If you’re wondering how cloud contact centers improve customer service, it’s by keeping you and your team online for as long as you have a queue of customers coming to you for help. Even if you don’t have the capabilities to have staff online 24/7, you can implement methods for customers to get in touch with you anytime. For example, you can have an AI-powered self-help menu or a live chat widget embedded in your homepage with chatbot assistance.
The other important benefits of cloud contact systems include:
Quick answer survey forms at the completion of each query
Contact pages for submitting questions and requests
Automated phone systems complete with queue-assigning abilities
No Reply email bucket monitor
Auto-email systems such as Order and Shipping confirmation emails
The possibilities for improving customer service are endless when you opt for a cloud contact center. You can personalize each customer interaction to give them a unique experience every time.
It’s true that internet connections are never truly stable, especially when you have a lot of people tethered to the network simultaneously. Many people might raise concerns about reliability and security while you’re considering signing up for a cloud contact center for your company. You’ll be happy to know, though, that these two are among the top benefits of cloud contact center software.
A cloud contact center system has the capability to intuitively eliminate redundancies in your customer interactions, allowing you to efficiently address your customers' concerns in a timely manner. You can also compile data such as demographics, requirements, and common inquiries, and then categorize emails, chat messages, or phone calls with the same markers. This allows you to assign them to a specific group of agents who are best suited to provide optimal service.
As for security, a lot of cloud contact center providers offer SSL certificates, encryptions, and other security features to help keep your company’s and customer’s data safe. Verification steps can be put in place to make sure contact points are vetted before any information is released. On the other hand, you can also safely retrieve and gather pertinent data to help you further improve your services.
Through the use of a cloud contact center, you can make full use of integrations. You can combine your CRM and cloud contact center system to feed important information into your CRM to help your sales, marketing, and customer service drives. Another one of the top advantages of a virtual contact center is that you can integrate your contact center with your social media platforms and messengers. This broadens your reach, giving your customers more options for how to reach you.
Use AI and machine-learning algorithms to automate processes and workflows, cutting down on the turnaround times for resolving customers’ issues. You can use the same cloud call center technology to pinpoint inefficiencies, inconsistencies, and bottlenecks in your current SOPs. The information collected can then be used to coach and train agents. Create a backup of resource materials and training guides in the form of a knowledge base that anyone in the company can access.
Think about it: given all of the benefits of a cloud contact center mentioned in this article, it’s not a long shot to deduce that your employees will be happier, too. Here’s how a cloud contact center can help with employee morale:
Scalability – You can take on more customer contact volume, so you have room to hire additional people
Cost efficiency – Since you’ve saved money on your cloud contact center, you can use the leftover funds for your staff’s training or even a rewards and recognition program
Flexibility and mobility – You can offer your team the option to work from home. What else is there to explain?
Rapid deployment and updates – Rapid means little to no interruption to the work, which means happy customers and steady pay
Enhanced customer experience – Simply: happy external customers (consumers and buyers) = happy internal customers (your employees)
Reliability and security – Take away the fear of the system failing or getting breached by malicious people
Integration capabilities – Plenty of room for growth, learning, and improvement
Having a cloud contact center for your business empowers your employees. If they know that there is a small possibility (or even none at all!) of the system shutting down, they’re only left with the job that needs to get done. You’re likely to achieve a low (or nonexistent) attrition rate because everyone in your company is happy and satisfied with their jobs.
Are you raring to go virtual? Excited about the cloud contact center advantages that you get when you attain a service? Where you get your software and the provider you choose to partner with is crucial to the success of your venture. Since you’re keen on investing in tools, you might as well get your hands on the best the market can offer you.
Keep your tools in one place by signing up with one provider for all your business needs. Bitrix24 has every tool you can think of down to the most sought-after cloud contact center software. It might come across a little bit like it’s too good to be true and instead of trying to convince you further, you can sign up to Bitrix24 today. From there, you can enjoy one of the best cloud contact center software immediately.What are the key benefits of using cloud contact center software?
The key benefits of using cloud contact center software are:
Scalability
Cost efficiency
Flexibility and mobility
Rapid deployment and updates
Improved customer experience
Reliability and security
Integration capabilities
How does cloud contact center software enhance customer experience?
Cloud contact center software integrates multiple communication channels like voice, text, email, and social media onto a single platform, allowing customers to interact through their preferred method, which significantly enhances their overall experience. The scalability and flexibility of the cloud ensure that businesses can adjust to varying call volumes effortlessly, maintaining high-quality service during peak times. Additionally, the software's cloud-based nature supports advanced analytics and automation features for personalized customer interactions, and permits agents to work from any location, ensuring a seamless and efficient customer service experience.
What should businesses consider when transitioning to a cloud contact center?
Businesses should consider the following when transitioning to a cloud contact center:
Value for money
Features and functionalities
Benefits and ROI
Scope of support
Reliability