By Steve Brubaker, InfoCision Chief of Staff
With service demands at an all-time high, businesses are more challenged than ever to keep their customers satisfied. However, this is no easy task — especially for growing small businesses with large numbers of customers to handle on a daily basis. It’s for this reason why so many businesses are choosing to leverage third party contact center solutions providers.
Indeed, there are many reasons to be thankful for contact centers, and it’s hard to imagine life without them. So in the spirit of Thanksgiving, we compiled some of the top reasons why we are grateful.
Can be a buffer for complaints: Most customers are bound to take action in some form or another when they are unhappy with a product or service. Some, for instance, may take to social media to complain. As such, unhappy customers need to be managed. A contact center can serve as a buffer zone where customers can sound off to service representatives, ask for refunds or rebates, and work towards resolutions.
Boost sales: Not all sales happen online or in stores. In order to drive maximum profits, businesses need to have agents actively making calls and closing deals. Contact centers can be a great source of revenue, if managed properly.
Feed R&D: Customers can be the best source of ideas that can translate into new products and services. When customers interact with agents, they often provide a lot of useful information. Contact centers that can process this information can serve as a valuable resource for research and development teams.
Maintain donor relations: Companies need to take special care of their financial donors. They need to be contacted, for instance, with promotional content to influence them and keep them happy about supporting the brand and its cause. Contact centers excel in keeping donors interested and contributing.
Ensure business continuity: Foul weather can arise at any time, disrupting business communications and leaving customers in the dark during outages. By outsourcing contact center operations to a third party solutions provider, it’s possible to ensure business continuity even in the worst weather conditions.
Collect and organize data: Customers supply a tremendous amount of personal data during interactions, especially when interacting with service agents. An effective contact center can serve as a data repository providing detailed information. This information can be used all across the enterprise.
Foster brand loyalty: Brandy loyalty needs to be earned, and the contact center is an excellent tool for doing this. A positive customer service interaction can go a long way in making a customer come back for more purchases.
Provide technical support: Nothing can disrupt the customer experience more than being unable to get quick answers when they are needed. Contact centers that offer technical support can prevent customers from getting frustrated, or making unnecessary returns.
Offer around-the-clock care: In-house employees may have to leave at the end of the day, but contact centers can stay open late—especially those using chat bots. By offering 24 hour care in a contact center, businesses can continue to provide service and even drive after hours sales.