How Cloud Telephony Gives Customer Satisfaction ?

 Main Solutions that can Immediately accelerate your customer satisfaction…

NEVER DISCONNECT CUSTOMER’S CALL

PROBLEM :- Many times, the customers end up selecting the wrong menu option and the IVR service end up disconnecting the call- A blunder best avoided.

SOLUTION:- If the customer selects the wrong menu option, then the IVR service provider should recite the menu options again. This will make a customer feel values and respected.

MAKE ‘CALL RECORDING’ ANNOUNCEMENT ONLY WHEN RELEVANT 

PROBLEM:- Customers know that the calls on the server are being recorded for training purposes but might feel pestered if they are constantly reminded.

SOLUTION:- The announcement should be made only when necessary. The IVR service could recite it during transfers.

MINIMISE WAITING TIME FROM MINUTES TO SECONDS

PROBLEM:- Customers will expect that their inquiry is solved within a few seconds. But when waiting time exceeds a minute, most of them start getting anxious. 

SOLUTION:- A well-designed and well-researched call routing strategy solves this problem. Depending on a number of parameters like the average call time, number of agents, most common queries, and more, one may finalise the routing strategy to make it easier for the customer.

DIRECT INTERACTION WITH THE AGENT

PROBLEM:- Being stuck with a bunch of options leaves the customer agitated when their purpose of calling isn’t fulfilled. When loads of options are narrated, the customers might drop the call midway. This leaves a negative impression of the brand.

SOLUTION:- Adding an option directly with a live agent on every layer of calling menu is the best alternative to keep the customer on call.