Ways How Unified Communications Can Improve Customer Service

Regardless of the industry that you are in, you should provide quality customer service. The easiest way of keeping customers satisfied is by enabling your employees to communicate more effectively. When customers reach out, you should be able to respond quickly, regardless of the medium of communication they use. By upgrading to a unified communications (UC) platform, contacting your customers won’t feel like a chore anymore.
 

What Does UC Entail?

UC involves streamlining communication between your customers and employees by allowing them to communicate via the channels they prefer. All the available communication channels get integrated into one interconnected entity, thus breaking down communication barriers between you and your customers. Integrating all your communication systems leads to digital transformation at your organization.

Improving Customer Service with UC

Here’s how unified communications can help improve customer service at your organization:

  • Faster Resolution of Customer Queries

Unifying your communications techniques, media, and devices improves first call resolution. It enables agents to identify the right person to resolve customers’ queries quickly. Whenever customers contact you, they want instant and accurate solutions to the issues that they are facing.

UC enables you to provide accurate information quickly to your customers without putting them on hold or transferring them from one employee to another. Customers can even request your agents to return their calls when the right employee is available. Such efficient cross-organizational communication goes a long way in optimizing customer service.

  • Better Audio Quality

Most of the major issues that customers raise relate to audio quality whenever they communicate with call centres. UC offers better quality audios compared to traditional telephony. Whenever they call customer service agents, customers like getting the impression that the communication us private.

With UC, customers will get the impression that they are speaking with your agents privately. This isn’t the case in traditional telephony whereby both customers and agents often ask the other party to recap some information. Ultimately, this hinders effective communication between them. UC improves sound quality, thus ensuring effective customer service.

  • Makes You Available to Customers Always

If your company operates 24/7, you need to be available to customers at all times. Likewise, you should communicate with them via multiple channels. A customer who decides to make inquiries late into the night needs to get the assistance that he/she deserves. UC solutions make you available to such customers.

A unified platform pulls together communications from each of the channels that you use. This allows you to swiftly respond to even those queries that are made beyond working hours. Besides, you’ll be able to consistently deliver customer service across multiple devices and channels in real-time.

  • UC Enhances Interactions

UC platforms and solutions give you more options as far as communicating with your customers is concerned. You won’t have to rely on phone calls or emails alone to communicate with them. Instead, you can introduce chatbots, social media, and other channels that help you improve customer service massively.

Collaborative tools such as video conferencing allow your employees to walk customers through possible solutions to their queries. Consequently, customers will feel that you genuinely care about them, thus creating stronger relationships with your organization.

Excellent customer service is all about doing what’s best for customers. Whenever you communicate with them, you should always provide a positive experience to them. That means delivering accurate information as quickly as possible whenever and however they contact you.

If you want to interact efficiently with your customers, consider upgrading to Essential Tech’s Unified Communications solutions. Contact us to schedule a free 30-minute consultation with our experts and learn more about our UC solutions.

Got Any Questions?

We listen and learn to understand your business challenges, so we can deliver effective solutions that meet your specific business needs. Speak with an expert now!

Request Quote

How Unified Communications Aids Business Continuity

  How Unified Communications Aids Business Continuity     Business disruptions can occur anytime. For this reason,... Read more

Why Cybersecurity Should be a Business Priority

  Why Cybersecurity Should be a Business Priority     At its core, cybersecurity is about risk.  How much risk is a... Read more

Three IT Challenges You Can Conquer with Co-Managed Services

  Three IT Challenges You Can Conquer with Co-Managed Services Co-managed services vary by provider, but may be the ideal solution if your... Read more

IT Services Best Practices for Efficient, Cost-Effective, and Productive Enterprises

  IT Services Best Practices for Efficient, Cost-Effective, and Productive Enterprises The emergence of new technology such as AI, big... Read more

How Your Business Can Benefit from a VoIP Phone System

  How Your Business Can Benefit from a VoIP Phone System If you still have an analog PBX connected to the phone company, you know how... Read more

Simple Ways You Can Keep Your Business Information Safe From Loss or Theft

  Simple Ways You Can Keep Your Business Information Safe From Loss Or Theft     As unfortunate as it is, it seems... Read more

5 Ways Microsoft 365 E5 Can Help You Secure Your Business

  5 Ways Microsoft 365 E5 Can Help You Secure Your Business     You know about the importance of staying connected, especially... Read more

Why You Need to Move Your Business to the Cloud

  Why You Need to Move Your Business to the Cloud Managing your business with cloud services is no longer an option…it has become a... Read more

Business Website: Don’t Set It and Forget It

Business Website: Don’t Set It and Forget It The Importance of Maintaining Your Website  Just having a website up and running is not... Read more

Social Engineering: Attacking the Weakest Link

  Social Engineering: Attacking the Weakest Link     What is Social Engineering and Why It’s So Effective? Social engineering is... Read more

How Much Does it Cost your Business to Use Old Computers?

  How Much Does it Cost your Business to Use Old Computers? Reducing costs and improving employee productivity are some of the top... Read more

8 Reasons to Choose a Managed IT Service Provider

  8 Reasons to Choose a Managed IT Service Provider Managed IT services allow you to focus on growing your business, without the worries... Read more

Take Control of Unpredictable IT Bills. Calibre Real Estate Case Study

Take Control of Unpredictable IT Bills. Calibre Real Estate Case Study Unpredictable IT bills are a challenge for... Read more

From Oonadatta To Wangaratta; Do Your Staff Work Remotely? DECC Case Study

From Oonadatta to Wangaratta; Do your Staff Work Remotely? DECC Case Study If your business operates from multiple... Read more

Are you Prepared for Rapid Business Growth? CUSP Case Study

Are you Prepared for Rapid Business Growth? CUSP Case Study Would your IT be capable of adapting to rapid business growth?... Read more

Five Things you Should Expect from your IT Consultant

  Five Things you Should Expect from your IT Consultant If the day-to-day workload of your IT is putting your staff under strain, then it... Read more

5 Most Common Network Security Risks

  5 Most Common Network Security Risks The necessity for you to guard your business against cyber-attacks has never been more crucial as... Read more

6 Ways Unified Communications Empowers a Remote Workforce

  6 Ways Unified Communications Empowers a Remote Workforce   As the work environment continues to evolve thanks to... Read more

What are the benefits of IT as a Service (ITaaS)?

What are the benefits of IT as a Service (ITaaS)? If you want customer-focused and scalable solutions that adapt quickly to market demand,... Read more

All You Need To Know On Information Security In The Digital Age

  All You Need to Know on Information Security in the Digital Age     Enterprises are fast-growing in data sharing... Read more