62% of customers surveyed changed brands based on poor customer service experiences. Interestingly enough, retaining just 5% of those customers that would have defected could mean a profit increase of up to 50%! Knowing customer habits, preferences, and expectations are important in a competitive business world because consumers know they have choices, have high expectations and switch brand loyalty easily. Based on recent studies, the number one thing that companies can do is value their customer’s time (Forrester). When a customer calls into a contact center, a lot of time is spent typically providing identification, either before the call is delivered to an agent or while talking to the agent or both. It’s especially frustrating if you were asked to enter an identifier into the IVR and asked to repeat that information when the call is routed to an agent. Transfers can be even more irritating when the new agent doesn’t have access to the information you just shared with the original agent. These organizations don’t appear to be valuing your time or your business.
Through computer telephony integration, companies have an opportunity to differentiate themselves with superior customer service that many have only grown to expect from smaller, specialized organizations that charge top dollar for this white glove treatment. What a pleasant surprise it is to be known by name when you call a company you do business with, especially if you are a long time customer! Even better if they can see what you’ve purchased in the past or that you’ve contacted customer service a few times to resolve the same issue. But it’s not just about accessing customer information though, it’s about doing it quickly, anticipating needs and knowing your customers!
How does Contact Canvas Impact Your Organization?
For Your Customers
Get Quicker Resolution Times
Screen Pop displays customer information when calls are received so less time is wasted of the customer repeating their information.
Receive Better Customer Service
Agents are given the customer information, including any notes from previous calls, so they can personalize the interaction to the customer.
Connect with the Right Agent
Intelligent routing directs calls to the appropriate department or agent through manual or automatic CRM data lookup, so customers spend less time being transferred to different agents.
For Your Agents
Work More Efficiently
Because Contact Canvas integration brings telephony functionality into the CRM, agents are able to focus on less business applications.
Increase Customer Satisfaction
Agents are quickly provided with information about the customer, giving them more time to spend on the customer and less time on processes.
Understand Job Performance
Due to the real time reporting, agents are able to see how their statistics compare to other agents or the contact center as a whole, allowing them to easily make adjustments to improve personal efficiency.
For Your Business
Leverage Existing Telephony Investments
Contact Canvas is designed to integrate a large number of telephony and CRM applications, so if you migrate to another system or use multiple, you don’t lose your investment.
Make Data Driven Decisions
Organizations can rely on accurate data to make informed decisions to ensure their contact center is running at it’s highest efficiency.
Supervisors can look at date in one, convenient location to make informed decisions about their contact center easily.