The Biggest Customer Service Trend of 2020 ? Cloud Telephony…
The COVID-19 pandemic caused a spike in the demand for customer service over the phone. Unfortunately, many companies are challenged to deliver it effectively-especially now. Despite customer demand for support over the phone, many companies are now challenged to deliver a consistent and quality service experience.
Provide key insights with real time transcription
Service Cloud Voice launches automatic transcription with the entire conversation being converted to words on the screen while the agent and customer are talking. This allows agents to focus on the interpersonal interaction with the customer instead of scribbling notes or data entry.
Centralize customer conversations and information
No matter which channel customer outreach originated from, all data is centralized and easily accessible on the screen when your cloud telephony is fully integrated with your CRM .
Drive proactive and boost productivity
Embedded AI-powered recommendations provide agents with automated help and coaching on the next action to take. This allows agents to be proactive while improving both individual performance and customer experience.
Gain visibility into agent calls digital conversations
Managers view conversations with customers in real time, allowing them to offer in the moment coaching or immediate assistance via a private chat. Transcripts provide insights into agent performance, helping managers give feedback based on customer satisfaction scores, average handle time , and other key performance indicators.
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