Can Unified Communication Systems Improve Customer Service?

For many businesses, the customer service line or email is among the first touchpoint they’ll have with the company. However, it often can feel like a chore to get in contact with a business, and many customers will find themselves avoiding it or annoyed before the end of the call. 

Can Unified Communication Systems Improve Customer Service

Despite this perception, there are ways to avoid having your business fall into this trap. Having an easy, unified, and well-organized customer service system can easily give you an edge over your competitors. Moreover, with a strong customer service presence, your customers may even recommend you more strongly to friends and family. 

Making it Easier for Customers to Reach You

Technology has helped customers receive quicker post-sale support and general support when they need it. The importance of post-sale customer support cannot be understated as so much of revenue and customer interaction is generated in these moments. As such, it is essential to find ways to optimize the customer support system to make it easier for your customers to contact you. 

Customer support lines can help you fix problems, earn your customer’s trust, and ensure your customer’s satisfaction.

One essential way to ensure that your customer service system is as strong as it possibly can be is to ensure that your communication system is as strong as possible. Having a unified communication system is essential in maintaining a strong relationship with customers. For example, in any method you use, such as a VoIP, unified communication systems do a lot of the work for you in making it easier for your customers to contact you.

Provide Information Quickly

A customer who is contacting you is looking for an answer to their question as quickly as possible. No one wants to find themselves stuck on hold for a long time. A unified communication system can help agents to find answers to customer questions quickly, efficiently, and all in the same place to avoid needless shuffling. They can even hand off a customer question with ease when there’s a specialist available.

Cross-platform communication is a vital part of the process that streamlines customer questions and allows for agents to respond effectively to every question they’re asked. This system allows for the use of email and other platforms, all while still talking on the phone. 

24/7 Availability

For some customers and businesses, the need for 24/7 customer support availability is essential. Whether your business has international clients, customers abroad, or customers who work the night shift, certain customers won’t be able to fit into a 9 to 5 availability. Unified communication systems can help you avoid those customers slipping through the cracks and better support the customers at all hours of the day.

Unified communication can handle chatboxes or the transfer of contact requests or phone calls to locations where the time zone suits the needs if available. These systems can help you ensure that you can support them while also giving your agents access to all previous communications with this customer with ease. 

Available Data for Previous Communications 

One of the significant benefits of a unified communication system is that many services allow for call recording, and even messages can be recorded for future uses. As soon as a customer contacts a support agent, that agent can have access to all previous communications cross-platform to be able to predict needs better and support the issue all at once.

This also allows for the effective up-selling and understanding of behavioural patterns of the customer’s relationship with your brand. This solution would be equally beneficial for the customer as it would be for the agent. By lightening the support agent’s workload, you empower them to do more for your customer when the time arrives. A well-trained agent with a well-balanced workload will be able to deliver top tier customer service every time. 

The Relationship Between Customer Service and Profit

By having a more streamlined process in which your customer support agents can smoothly, effectively, and consistently provide top of the class customer service, the benefits will be clear. Customer service that is effective, proactive, and made easy will make loyal customers who trust your brand to be there to help when they need it. Moreover, it will allow agents to understand how to make sales better to each individual customer based on the information the unified communication system keeps.

The bottom line is that yes unified communication systems can improve customer services and generate a system that complements every aspect of the business.

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