In 2016, customer service and call center software solutions have undergone drastic changes, and most of them have been positive. There used to be a time when telephones were the only modes of communication between the customer care reps and the clients. However, times changed with the arrival and widespread popularity of the World Wide Web.
Today, people are more likely to opt for Live Chat, Emails, Text Messages, and even Video Chats, when it comes to communicating with customer care agents. Now, some contact centers may choose to ignore growing trends, but that would be a grave error on your part. Currently, there is the emergence of a new trend called video technology- a trend which may very well alter the way your business functions.
As the name suggests, this technology involves using video as part of your customer care. If there’s one thing that’s missing in contact center software solutions, it would have to be the personal touch or human warmth. However, usage of video allows you to provide your customers with this missing human touch. With videos, communicating with customers seems like a piece of cake.
As a matter of fact, most of the modern outbound call center software today encourage the use of video. So if you are using the latest version of your software, you too should be able to make the most of it. If you’re still not too sure, these few benefits may flip you over to the other side:
• There is no denying the fact that efficient customer contact center software solutions form the backbone of any business. For small scale businesses, customer care becomes all the more important. Any change in customer care may make or break the whole company; given the fragility and the vulnerability such businesses have in the market. Now if you want to expand and grow from a small scale business to a force to look out for, video technology may be the answer you’re looking for.
• The whole point of using the latest and best telemarketing software and hiring the best talent is to provide customer satisfaction. But simply doing the above will not help in customer retention. You need to provide your customers with a legit reason to stay with you. Video call center support or video calling would show your customers how far you’re willing to go to meet their needs. Three of the major advantages of video technology would have to be increased customer satisfaction, customer retention and better customer support.
• Customers today are impatient, more self-absorbed and craving for attention. Video conferencing, video calling, live demos- all these have been integrated into the latest cloud customer service software in such a way that it provides for a flawless and seamless customer support. If your customers want answers now, well then, you have the tools to deliver that. With the latest technology, providing instant customer care that is better and more enhanced becomes easier.
• The field of customer care revolves around customer interactions. The more advanced your customer interactions, the better customer support you provide. Why should your interactions be limited to phone calls when the whole world has moved on to video calling, video chats and web conferences? Since you would be interacting with your customers via video, that would be adding a personal touch to customer support- something that your customers crave for.
• The whole point of a call center is to grow and expand and constantly revamp their customer support. Using the latest cloud contact center software is one way of doing that. Including video technology in your customer care would only help you grow.
Truly, video technology has to be one of the best call center software to have been developed. If you give it a try, this can benefit your business in ways you cannot even anticipate!
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