The advent of AI or Artificial Intelligence
On the lips of the world’s business leaders and start-ups, Artificial Intelligence is also a key revolutionary strategy for call center. As well as boosting their operational efficiency, AI also improves the customer experience and the training of call center staff. What’s more, it enables data to be analysed more quickly, even in real time. One benefit of AI for call center that cannot be ignored is the management of incoming and outgoing call volumes.
Chatbots and conversational agents
What call center doesn’t want to provide its customers with fast, accurate answers? Conversational agents and chatbots make it possible! What’s more, they allow human call center agents to concentrate on other tasks. Chatbots save a huge amount of time while keeping in touch with customers.
Real-time assistance with live chats
Live chats enable live communication with consumers. In this way, the agent in charge can directly suggest or guide the customer towards the product or service they are interested in, or provide them with the information they are looking for instantly.
Omnichannel customer service
Omnichannel communication makes it possible to improve the quality of customer service. As it consists of unifying the customer experience across multiple channels in a single system, customers can choose the medium through which they wish to communicate: email, telephone, chatbot, SMS, social networks, by appointment, and so on. For their part, the call center agents can have an overview of the customer’s interactions, giving them the opportunity to respond to their requests efficiently. The omnichannel system also ensures that customer service responds in real time.
Self-service
Since so many customers want to resolve problems with their purchases, self-service is a strategic solution for call center. Especially as it allows their team to delegate some of the tasks to the customer, saving considerable time on both sides. Self-service can include FAQs, troubleshooting guides, etc.
Social networks
Companies’ presence on social networks is an undeniable asset in a world where targets are constantly connected. Especially as consumers also expect to find customer support on their network. Customer communication on social networks therefore becomes an essential strategic tool for any call center. It is possible to resolve customers’ concerns and anticipate any problems they may have on the networks.
Cloud computing
Cloud computing enables call center to outsource their IT data to other servers. This enables them to significantly reduce their investment costs. In exchange, they get a better approach and greater adaptability and efficiency from each of their agents. On the customer side, they can be redirected to the right service in real time, with considerably reduced waiting times!
Personalising the user/customer experience
To ensure the success of your business and build customer loyalty, personalisation is a customer relationship management strategy that is currently very much in vogue. Mostly used in marketing, personalisation is currently being used to optimise customer service. It involves offering customers personalised user experiences using data analysis, machine learning, AI, etc. This can take the form of personalised messages and even video chats and calls. This will enable them to navigate through the call center website with ease and confidence.
Predictive analysis
Anticipating customer needs or problems is the power of predictive analysis or logic. To do this, call center need to use existing data, statistical algorithms and other machine learning techniques to anticipate and predict customer problems before they occur. In this way, they can remain proactive in resolving potential incidents, ensuring customer satisfaction and, above all, limiting the churn rate.