Customer Service Spending Is on the Rise
Are you on the fence about where to allocate your budget for the remainder of 2014? Consider this: According to Gartner, customer relationship management solutions are experiencing strong market growth, as global IT spending will reach $3.8 trillion in 2014. Right now, executives everywhere are focusing on improving the customer experience throughout all steps of the buying journey from pre- to post-sale processes.
So, where do you start to keep from falling behind in the customer service game? Though seemingly daunting, investing in a customer relationship management solution could be your answer. Thanks to cost-effective cloud customer relationship management solutions, providing superior customer service is possible at a fraction of what it would cost to purchase your own equipment.
Here are three technologies you can move into the cloud:
Call routing: Customers don’t like to wait on the phone. A cloud router will let you handle large volumes of callers by distributing calls to multiple contact centers. By balancing the load of your callers among open agents, you can ensure that calls are always answered in a timely fashion—even in the event of an emergency.
Integrated Voice Response (IVR): Providing self-service features through a cloud-based IVR system will reduce the workload for your agents. This will also impart a professional touch that customers have come to expect when they dial into a contact center. With a cloud-based IVR, you can easily change your settings using “drag and drop” features on your Web browser.
Dialing: Remove manual dialing in your contact center and you will see dramatic increases in agent outbound efficiency. This will allow your company to reach more leads throughout the day and maximize productivity.
Want to learn more about how Connect First can provide you with essential cloud-based customer service tools? Click here.