As a business owner, your customers are your most important resource. Naturally, you have to put in the marketing effort to attract new customers and drive traffic to your website. Without acquiring new customers, you won’t be able to inspire customer loyalty, but it’s crucial to recognize the importance of customer retention. It’s often said that it costs five times more to bring in a new customer than to retain an existing customer, and research conducted at Bain & Company suggests that a 5% boost in customer retention can translate to a profit increase of 25% or more.
Customer retention offers many benefits, including increased profits from multiple purchases over time, decreased operating costs serving existing customers, and repeat customers may even refer new clients to your business. One of the most reliable ways to ensure you have repeat customers is to offer an unparalleled customer service experience, and a dedicated contact center solution running intelligent Microsoft call center software can help you do this. Here are some of the most important ways large enterprises can benefit from using contact center software.
Ultimate Customer Convenience
Contact centers today need to offer maximum convenience during customer interactions because modern customers are more discerning than ever. They have plenty of options, and they know it. They’re used to being able to shop how they want, whether it’s in person or online, and they’re used to getting immediate answers to their questions. Customers often view the call center as a last resort option, so they’re possibly already frustrated when contacting your agents. To offer the best customer experience possible, you’ll need intelligent routing that quickly connects customers to the right agents.
There are multiple forms of automatic call distribution that can be used to direct calls from interactive voice response to artificial intelligence solutions that speed up resolutions through automated chats. An intelligent cloud contact center can even be set up with true omnichannel routing capabilities to assist both customers and agents. Like multichannel routing, omnichannel allows customers to contact your agents through their preferred communication channel, whether that’s a traditional phone call, text, SMS, web chat, etc. The key difference is that omnichannel routing lets customers seamlessly switch between communication channels while keeping contact with the same agent. This creates a personalized and incredibly convenient customer journey that’s sure to be memorable.
Boosted Agent Productivity
Intelligent call center software doesn’t just help your customers; it’s also great for your agents. Employee turnover in call centers is quite high with the Quality Assurance & Training Connection estimating an annual industry turnover range of 30-45%. While there are many factors that can contribute to high turnover, a lack of reliable tools is often cited as one of the most frustrating experiences for a call center agent.
Omnichannel call center software makes things easier for your customers, and it can also help your agents by providing a unified desktop that conveniently displays all available tools and makes it simple to track customer conversation across all channels. This way, agents always have access to any customer data that’s been collected, and if they have to take over a conversation from another agent, they can come in with the full context of the situation. This saves everyone’s time and makes for smoother customer journeys.
Intelligent call center software can also easily integrate with other programs you may be running, like Microsoft Dynamics CRM. This makes it easy for agents to access data for any returning customers and ensures they always have the right information while on calls. CRM integration also provides your business with insights into customer behavior and buying practices, which you can discuss with your sales team. Customer analytics can also show what elements of your customer service strategy could be further improved or optimized, so you can further encourage customer loyalty. You can even target your best customers with personalized offers to boost sales further.
Call center software is a convenient way for large enterprises to increase customer loyalty, improve employee productivity, and boost their sales.