What happens next is critical. Are we treated like a customer or a criminal?
It’s a thin line that companies need to walk carefully. Unfortunately, this is where many
companies trip up. They make it difficult for
otherwise good customers to re-place their order, and the experience goes from
bad to worse as customers face complicated IVRs, long hold times, and a
merry-go-round of well-meaning agents who keep asking the same questions.
Bad processes, not bad people, are the problem
It’s well documented that poor customer experiences like this lead to lower customer satisfaction, lower sales, and, ultimately, customer defection. Just think of your own experiences. Maybe you were using an expired credit card, entered the wrong billing address, or had an unpaid balance from a previous order. Mistakes happen. What shouldn’t happen is that customers are treated poorly because of poor phone number library communication. If you’ve ever experienced that—and most of us have at one time or another—you know how frustrating it can be.
The problem in most cases
isn’t bad people but bad processes. For example, let’s say you’re a medium therefore, in the next topics enterprise with a modest-sized call center. They need to reach out to your customer service team, which means: navigating your IVR system, speaking with an agent to triage the problem, being transferred to another agent who needs them to repeat everything they just told the previous agent, and waiting on hold while the new agent speaks with their qatar data manager or colleagues to resolve the issue. Just thinking about it is enough to make your blood boil.
A Gwen-win situation
Your customer, who we’ll call Gwen, receives a text message that her order is on hold. Included in the text is a link she can click to initiate a call/text chat with a customer agent. She chooses text chat, and the Mitel CX solution quickly routes the message to the next available sales agent, Jim. Jim immediately gets a screen pop of Gwen’s account and sees that Finance has put a hold on the order. Jim also sees from his Ignite agent interface that his colleague in Finance, Mark, is available to handle the issue and transfers the message to him.
Unifying communications with your call center
So, you’re probably wondering how the Mitel CX solution ties all these touchpoints together? The answer is unity. The Mitel CX solution combines unified communications (UC) with contact center functionality into a single, seamless solution. This means that employees don’t have to step outside of their day-to-day UC environment to interact with agents and customers.