Saturday, July 4, 2020

C-Suite Agenda

How Great Internal Communication Among Colleague Could Yield Amazing Customer Satisfaction

Great internal communication among colleagues and teams is a prerequisite for great external communication with customers. And great communication with customers often results in high customer satisfaction and company growth. Besides, there is a direct correlation between employee experience (EX) and customer experience (CX).

Research, for instance, shows that companies with excellent CX have employees that are 1.5 times more engaged than employees at companies with less satisfactory CX. Similarly, companies whose employees are highly engaged, outperform their competitors by 147%  in earnings per share.

Customers’ Impact on a Business’ Value

Customers, on the other hand, are the lifeblood of any business since they can impact its value. These customers want to connect with brands 24/7/365 using different channels of communication including telephone, email, live chat, etc. A study has also shown that CX will be a key brand differentiator in 2020, instead of price and product.

But how can companies attain high-level EX and CX, and at the same time promote growth?

Telecommunications company Telavox is offering a possible way out! Telavox helps businesses to meet the needs of their customers, in a bid to improve their revenue and reputation. The telecom company has grown from 3 to almost 300 employees, and it has attained a global presence. As such, it seeks to offer brands the same opportunity to grow.

To achieve this goal, Telavox integrates Contact Center with Collaboration to enhance employees’ engagement in collaborating with customers and colleagues. Specifically, the company encourages voice communication as a customer service work ethic. Telavox also offers a commercial model and mobile productivity features that will eliminate the front-office/back-office divide.

How Telavox Helps Brands to Enhance Employee and Customer Experience

Telavox enhances employees’ collaboration with customers and colleagues by offering the following productivity features:

1. Call Logs:

Inbound and outbound calls hold a lot of information, which is why Telavox provides a record of all calls that have been made to your customer support. The information that can be culled from this call log includes the caller’s name, number, and the extension dialed. What’s more, the record consists of the time, date, and duration of each call.

2. Live Service Level Dashboard:

Telavox provides a more efficient way for you to manage CX in real-time. In this case, it offers a dashboard that allows you to monitor CX and make adjustments live. This means that you can easily detect a customer’s dissatisfaction, and make changes accordingly.

What’s more, the dashboard features live inbound call stats of the number of people that are waiting to be attended to and how long each person has waited in the queue. Likewise, information about the agent that answered the customer’s call is revealed and you also get to know whether the call was abandoned.

3. Visual Queues and Basic Stats for Agents:

Images reveal a lot of information in seconds; hence, Telavox offers visual queues. This graphical representation provides the admin with a quick way to access information such as the number of calls in queue and the number of agents logged in. Further, queue statistics including average hold time, the calls abandoned, and service level is displayed.

4. PBX Admin:

The contact centre is also a useful avenue to promote your company to existing and potential customers. As such, a PBX (Private Branch Exchange) admin helps to inform customers about the company’s services while they wait in the queue. This business telephone system takes advantage of self-managed welcome messages, as well as sounds/music recordings, to bring the company to the best light. As such, even before an agent is designated, customers are intimated about the dealings of your business.

5.  Advanced PBX:

Your business can now handle more customers calls, while at the same time, dedicate fewer agents to handle incoming calls. However, this is not at the expense of service quality. In this case, Telavox’s Automatic Call Distribution (ACD), IVR and skills-based routing connect the right agent with the customer.

6. Website Widget:

Telavox provides a website widget that synchronizes chat with Interactive Voice Response (IVR) and Automatic Call Distribution (ACD). As such, this widget offers a more enhanced connected cross-channel customer journey experience. It also reduces the need for customers to “channel swap”.

Benefits of Customer Satisfaction

The importance of customer satisfaction in business cannot be overemphasized due to the numerous benefits it offers. Some of these benefits include:

1. Increased Revenue:

According to a study, a customer’s emotional experience during interaction with a company can determine how much they are willing to spend. And 86% of customers are willing to pay more for better customer experience. Satisfied customers are also more likely to purchase from the same company again.

Consequently, businesses that make their customers feel happy and valued can increase their revenue significantly. It is also worth noting that high-level customer experience also brings about word of mouth marketing.

2. Customer Retention:

It is good to have customers, on one hand, and even better to have a return or loyal customers on the other hand. Return customers help to improve your company’s value and as such, it is important to provide excellent follow-up support. Research by Bain & Company also found out that a 5% increase in customer retention can increase profitability by 75%.

However, your ability to retain customers lies in how well you meet their needs. Televox, for instance, gives you better customer insights, and data analysis in a bid to help you get a greater understanding of your customers.

3. Company’s Reputation:

Your company’s reputation can make or mar your brand. This is because a tarnished reputation can lead to loss of customers while a good one can attract new customers. Besides, news about bad customer experience spread twice as fast as news about good customer service.

For example, a 2017 survey by BrightLocal revealed that 93% of consumers resort to online reviews to enable them to determine a business reputation. Therefore, if you seek to enhance your company’s reputation, it is essential to offer high-level customer support and address issues pointed out by callers.

Great internal communication among colleagues and teams can go a long way to impact customer experience significantly. Likewise, customer satisfaction is an effective way to boost sales, increase profits, and discover new opportunities. Telavox can help your company to achieve these benefits and at the same time, discover new prospects.

Ryan Miller

Ryan Miller

Global Assignment Editor