One of the best tools for managing customer interactions is a ticketing system. These systems help businesses track, manage, and resolve issues systematically, ensuring no query goes unanswered. Here, we look at the benefits of a ticketing system and why you should integrate it with your telephony solution.
Benefits of a ticketing system Using a ticketing system for your support team offers numerous advantages that can transform how a company handles customer service and internal processes:
Improved customer satisfaction: Tickets ensure every customer query is logged and tracked, leading to timely resolutions and happier customers.
Enhanced efficiency: Automating ticket assignments and tracking reduces manual effort, allowing teams to focus on resolving issues rather than managing workflows.
Better insights: Comprehensive reporting and analytics help identify patterns, peak times, and areas for improvement, enabling data-driven decisions.
Streamlined communication: A central platform for all customer interactions ensures consistent communication and reduces the chances of miscommunication.
Integrating ticketing with company telephony Ticketing systems offer even greater value when integrated with company telephony systems by centralising communication and resolution processes. Incoming calls can be converted into tickets, ensuring all customer interactions are logged and tracked. This integration enhances customer service by providing a seamless experience where every call is accounted for and follow-ups are systematically managed.
Introducing Telavox’s feature Tickets For businesses seeking a lightweight yet powerful support ticketing solution, Telavox’s Tickets feature is a perfect choice. Tickets is designed to integrate seamlessly with Telavox’s telephony services and provides a streamlined approach to managing incoming calls and customer queries.
Key features of Tickets: Automatic ticket creation: Tickets can be created automatically from calls in a queue, ensuring no call goes untracked. Status management: Easily change the status of a ticket (open/closed) to keep track of unresolved issues. Assignment flexibility: Assign tickets to yourself or a colleague, ensuring the right person handles each query. Internal notes: Take detailed internal notes for better knowledge sharing and quicker resolution. Activity log: Keep track of all actions taken on a ticket with an activity log. SMS replies: Reply to mobile callers via SMS (additional charges apply), providing a quick and convenient response method. Interaction history: View previous interactions to provide context and continuity in customer service. Colleague mentions: Mention colleagues in a ticket to involve experts and facilitate collaboration.
With Telavox’s Tickets feature, businesses can boost their customer service capabilities by ensuring that every call and query is managed efficiently. This solution is ideal for companies that need a straightforward, easy-to-implement ticketing system that integrates with their existing telephony setup.
Conclusion Whether you are a small business or a large enterprise, choosing the right support ticketing system can significantly impact customer service quality and operational efficiency. Telavox’s Tickets feature provides a robust, integrated solution that simplifies ticket management and enhances your ability to serve your customers effectively.
If you use Microsoft Teams, you know that there are lots of possibilities for communication – from chat to video meetings to email and collaborative documents. But did you know that Teams is also a perfect platform for managing your company telephony? In this post, we’ll tell you more about the benefits!
1. A complete platform for communication
By connecting Telavox to Teams, you’ll quickly discover the advantages of having everything at the same place and still be as available as before. You and your colleagues can use the same platform when you communicate and collaborate, without any hassle. You can call free of charge, chat, and transfer calls between the Nordics and the UK, just as if you were in the same room.
To have your telephony in Teams also means that you won’t have to juggle different interfaces, remember logins or keep track of in which channel you talked about what before. This will make you more effective in meetings, both with colleagues and customers.
With everything in one system, you’ll not only have access to your colleagues’ numbers and mail – it’ll also be easier to save contact information in one place.
Teams is all about collaboration, and one of the features is that you can invite clients to your meetings, directly in the system. You can let them read chat messages, and even work live in the same document as you’re on the phone. Effective communication – all in one place!
2. Overview and control of your telephony
A competent PBX system is one of the best tools to make your communication more efficient – internally, as well as with your customers and collaborators. With all your telephony in Teams, it’s also easy to manage your calls. The possibilities are almost endless. For example, you can do the following:
Decide which number to show when making outbound calls.
Call all of your contacts directly to their mobile or fixed number – regardless if they have Teams or not.
Decide if you want to answer incoming calls in Teams, your mobile, or through your computer’s softphone.
Manage your profiles directly in Teams: switch transfers, change your voice messages or add an out of office notice.
See a list of incoming calls and listen to previously recorded conversations.
Another benefit of having your telephony in Teams is the efficient synchronisation that Microsoft offers between their tools. Calendars and contacts are automatically updated in both your mobile phone and computer. That way, all information in both in- and outgoing calls is correct.
Plus, your phone will sync directly with your calendar bookings, meaning that if someone calls you when you’re in a meeting, they’ll be informed of when you’ll be available. Another option for when you’re busy is to transfer the call directly to the queue or a colleague. This is a lifesaver that you don’t want to be without once you start using it!
4. Seamless integration with telephony and other systems
The benefits of collecting the company’s telephony in one place isn’t just related to getting an overview and smart synchronisation. Teams also offers integrations with hundreds of tools and apps that a lot of companies use daily. Apart from Microsoft’s own tools, like Outlook with mail and calendars, it’s just as easy to merge everything from analytical tools to case management systems into Teams. The extensive possibilities provide departments with a wide array of advantages, not least for the ones with daily customer contact.
For example, with an integrated CRM system, your customer service can see who’s calling since their contact card will appear when they’re calling in. That way, it’s easy to provide them with effective support directly. A plus is that you’ll never again have to switch between programs and browser windows to find the right info – everything’s a click away in Teams!
5. Stats and analytics directly in Teams
With a smart telephony system that’s integrated with Teams, it’s easy to get comprehensive stats to evaluate how you actually work. What do you do right, and what can you do better? With your telephony in Teams, you’ll also connect to Power BI, in which it’s easy to analyse data on how many clients have called, your answer time, and the number of tickets to customer service.
At the same time, you can see how Teams is being used internally and how it impacts your efficiency. With Power BI, you can also create your own statistical reports to use when it’s time to update and optimise your internal routines.
Summary: Here’s why you should connect your telephony with Teams
Integrating Teams and telephony will boost your workdays. Make calls directly in Teams, get access to all of Telavox’s functions, and have it all in a user-friendly interface.
Keeping on top of regulations can be challenging, especially in highly complex industries like finance. Regulations such as MiFID II and the upcoming MiFID III mean that compliance is more important than ever. The various MiFID regulations refer to the role of telephony, along with specific requirements for how phone calls should be conducted, recorded and stored.
This article will help you understand how to ensure your company complies with the MiFID regulations’ telephony requirements, and how to simplify the process.
About MiFID: MiFID II, which came into effect in 2018, is a big upgrade from MiFID I. It’s aimed to address weaknesses in the financial markets and keep up with new technology. The regulations cover lots of aspects of investment services, like trading and how information is handled. The main idea is to enhance transparency, protect investors, and keep the market fair.
MiFID III goes further, expanding the remit to include retail customers, among other changes.
Key areas affected:
Investor Protection: Look out for the people who invest to ensure they are not exploited or put at unnecessary risk.
Transparency: MiFID II aims to increase transparency in financial markets by introducing requirements for the publication of trade data, the use of trading venues, and the reporting of transactions to regulators.
Market integrity: MiFID II includes measures to prevent market abuse and enhance the integrity of financial markets. This includes stricter rules on the monitoring and reporting of suspicious transactions, enhanced supervision of algorithmic trading activities, and the introduction of position limits for commodity derivatives.
MiFID II and telephony
MiFID II mandates recording all telephone and electronic communications related to activities aiming to finalise transactions or provide client order services, even if they don’t lead to actual transactions. This includes mobile conversations, emphasising the need for a comprehensive recording approach.
There are three primary reasons behind this recording requirement:
1. Dispute resolution: Recorded evidence aids in resolving disputes between firms and clients.
2. Code of Conduct supervision: Supervisory bodies within firms benefit from recorded communications to ensure adherence to codes of conduct.
3. Market Abuse Deterrence: The recordings enhance detection capabilities, acting as a deterrent against market abuse.
In line with MiFID II, investment firms must take reasonable steps to record relevant communications on firm-provided equipment. This obligation extends to preventing employees from using personal, unrecordable devices for such communications. Importantly, the directive’s emphasis on mobile phone recording isn’t new; it dates back to 2010. While the cost of recording mobile phones has decreased, MiFID II maintains the requirement.
To protect themselves, firms are advised to provide mobile phones to covered employees, ensuring control, oversight, and policy adherence. The directive’s comprehensive nature mandates recording all relevant communications, emphasising a holistic approach to compliance.
MiFID regulations also place specific requirements on how phone calls should be recorded and how those recordings should be stored. For example:
-Record all calls which could result in transactions
-Inform customers that the conversation is being recorded
-Store all recordings for a minimum of five years
-Quickly and easily retrieve all communications related to a specific transaction or in a given time.
There are also technical requirements on how systems should be set up, mandating that recordings are started automatically rather than relying on manual activation and specifying the permitted time allowance for data transfer and retrieval.
How to simplify the MiFID compliance process: All these regulations can be overwhelming, but it is possible to streamline and simplify the process. It’s recommended to use native call recording directly within your telephony system to avoid any potential delays or manual processes. Additionally, dedicated compliance platforms can be utilised to ensure that those recordings are transmitted and stored correctly.
The most efficient way to ensure compliance is to use integrated systems rather than trying to manage several different platforms that don’t communicate with one another.
Telavox’s MiFID package The Telavox MiFID package is tailored to the specific requirements of banks, financial advisors, stockbrokers, traders, hedge funds, and insurance companies. Specifically, it simplifies recording maintenance, allows timely reporting and establishes a robust data management system.
Native recording and integrated storage With Telavox’s call recording feature, you can record calls directly within the telephony system, simplifying your tech stack and ensuring automatic activation. These recordings can be integrated directly with Touch’s archiving platform, meaning your compliance process is handled automatically.
Audit trails and historical data: A key aspect of MiFID that many companies struggle with is accessing previous communications. Telavox’s integration means you can effortlessly access historical data for dispute resolution, audit trails, inspections, documentation, monitoring, and notifications.
How can Telavox help with MiFID compliance?
Seamless automatic native call recording for relevant communications.
Comprehensive compliance management with our partner Touch Call Recording, which specialises in archiving and monitoring, will ensure ongoing compliance with MiFID regulations.
Secure and streamlined integration of BankID before or during phone calls to ensure two-factor authentication (2FA), enhancing identity verification in financial transactions.
Future-proof solution and a one-stop-shop for archiving and audit log requirements of your calls.
Conclusion: MiFID regulations require businesses to understand the role of telephony in customer interactions. Requirements for call recording and the storage and management of that data can sound complex. However, by utilising native call recording and combining that with dedicated storage platforms and identity verification, you have the building blocks for a powerful yet straightforward compliance process.
Please keep in mind that the above post is not meant as legal advice and is just a description of Telavox’s and its partners’ product offering.
Microsoft Teams is an incredible platform for collaboration, unifying file, and knowledge sharing, with messaging, conferencing, and even artificial intelligence. However it doesn’t support voice as we are all used to from a traditional PABX, UC or UCaaS perspective.
Many traditional platforms will interface with Teams, via API or an App but a business phone license is required.
Voiceflex, a multi-award-winning telecoms carrier, offers unified communication as a service, connectivity, SIP, AI recording, conversational IVR and Contact Centre: Voiceflex UCaaS offers Flow. Integrates directly with Teams via an embedded App, enabling traditional voice applications, without the need for a business phone license.
You only get one chance to make a first impression. Flow gives you an all-in-one traditional voice environment, for in & outbound calls.
We took a closer look at Voiceflex flow, to determine how it can help companies increase the return on their Microsoft Teams investment.
What is Voiceflex Flow? Truly Unified Communications
Voiceflex Flow, created in partnership with the Nordics-based communications provider, Telavox, is a UCaaS solution can be sold standalone that brings telephony, meetings, messaging, and contact center capabilities together in a single app, available within Microsoft Teams,
With Voiceflex Flow, companies can access omnichannel communication capabilities, integrations with third-party solutions (like CRM platforms) and unified presence features, all within a simplified user environment. There are even self-service controls, which allow users to quickly change the setup of their customer service and voice environments based on their specific needs.
Commercials
“We understand, there is no point in selling a fully loaded Flow UCaaS license, with a Teams App, as Teams, will take care of the UC element, we have reduced the licence feature set, which in turn has reduced the cost. Another major benefit of Flow is that it’s completely white labelled, you can call the application whatever you want, and you own a unique brand,” says Paul Taylor, CCO of Voiceflex.
The Key Features
Voiceflex uses direct routing technology to integrate your telephony solution into the Teams environment, offering a comprehensive, business-ready experience. Features include:
Presence sync: Automatic syncing of presence data between Microsoft Teams and Voiceflex Flow, ensuring users can rapidly access insights into their teams.
Flexible licenses: Licenses are kept separate from users and numbers so that you can move them easily around your organisation.
Self-administration: The Voiceflex self-administration portal simplifies the process of assigning licenses, managing teams, and even transferring numbers into your ecosystem.
Call notifications: Accept calls and use Teams to control call handling and transfers.
Number controls: Users can leverage Flow’s caller ID masking capabilities within Teams, to determine which number they should display during outbound calls.
Outlook Calendar integration: Comprehensive insights into all of your contacts, details, and upcoming meetings, synchronized within Teams.
Live statistics: Companies can monitor call logs, and create comprehensive live dashboards to monitor service levels, average holding times, and call abandon rates from one location.
Complete PBX controls: Access blind transfer options, call coverage insights, call-back, wrap-up, system pause, and delayed hunt groups within a unified interface.
Advanced call features: Users control Flow profiles directly within teams, with access to recordings, call lists, look-ups, and voicemails.
Contact center controls: Skills-based routing, queuing, call-back, and unified statistics, all designed to help you improve customer experience.
Plus, the solution gives companies and users comprehensive flexibility when it comes to managing calls. Colleagues can choose whether to answer inbound calls via Teams or Flow, and access cross-platform support for mobile, PSTN, and internet-based conversations.
The Unique Benefits of Voiceflex Flow
With Voiceflex Flow, employees, teams, and customers can stay connected however they choose. Regardless of whether a call happens over mobile, PSTN, VoIP, or Microsoft Teams, the features teams can access remain the same. This ensures companies can consistently engage customers, maintain flexibility in their workplace, and take advantage of intelligent tools for growth.
The key benefits of Voiceflex Flow include:
Complete cross-platform support: Voiceflex flow supports IP telephony, fixed mobile convergence, cloud PBX, soft phone, SIP trunking, and a native Microsoft Teams integration, empowering users to communicate however, and wherever they choose. Plus, it aligns with multiple communication styles, giving users an environment for meetings, telephony, messaging, presence, and mobility, in the same hub.
Excellent call distribution: With built-in contact center features, Voiceflex makes managing calls simpler. Companies can access ACD and IVR technologies, as well as skills-based routing, to streamline customer journeys. There are advanced programmability options, allowing companies to leverage CRM and ERP solutions to create custom call flows, and there are even tools for call-backs, hunt groups, and unified mailboxes.
Comprehensive self-service: Administrators can manage users, licenses, and costs within a single unified interface, which also includes access to comprehensive reporting capabilities. Flow users can utilize role-based access to reduce threats, move users, services, and products between cost centers in seconds, and easily view or cancel unused licenses.
Complete customization: Alongside allowing users to communicate however they choose, Voiceflex Flow ensures companies can integrate the systems and resources they access into a single pane of glass environment. There are direct integrations available for not just Microsoft Teams, but also Dynamics 365, Zendesk, Salesforce, HubSpot, Power BI, and more.
Ease of use: With Voiceflex, there’s no need to set up any PowerShell connections, meaning companies can sit up and implement Teams integrations in minutes. Plus, they get the familiarity of the straightforward Flow app, embedded into Teams workflows. The overall experience reduces the need for teams to switch between apps, and improves engagement.
Who Can Benefit from Voiceflex Flow?
With Voiceflex Flow, any company can extend the value of their Microsoft Teams investment, align contact center and backend employees, improve collaboration, and reduce costs. There’s no need for a Microsoft Teams Business Phone License to get started, and Voiceflex even offers a range of flexible packages, to ensure you can stay on top of your budget.
With Voiceflex, you can scale your packages up or down, without worrying about costs being tied to specific phone numbers and people. This means you never have to think about cancelling and creating new contracts, you can simply move the licenses you need around your team, as needed.
Voiceflex Flow gives companies a simple way to maintain control over their traditional voice and customise their technology stack to suit their needs, without unnecessary cost.
Read the article from UC today here: https://www.uctoday.com/reviews/unified-comms-reviews/voiceflex-ucaas-platform-review-streamlined-voice-and-collaboration/
Don’t waste time looking for customer information when someone calls! Instead, make sure that incoming callers automatically show up in your CRM. Contact lookup is a Flow integration suitable for all kinds of CRMs. Let’s see how contact lookup can improve your company’s customer experience. ?
The importance of customer experience in business success
Customers are more likely to continue doing business with you if they have a positive experience. That includes everything from their interactions with customer service representatives to the ease of navigating a website or purchasing something.
A positive customer experience can also lead to word-of-mouth referrals and positive online reviews, attracting new customers and generating more business. So, prioritising customer experience is vital to creating loyal customers, driving business growth, and standing out from your competitors.
Customers want personalised experiences. To provide them with that, your customer service team needs to see who’s reaching out and get the necessary information to help the customer ASAP. That’s where contact lookup comes in.
Contact lookup is like a further development of caller identification. When someone calls, the integration automatically searches your CRM so that the agent taking the call gets a detailed overview of the caller, like name, email, phone number, or the customer’s contact person at your company. The agent can automatically open the customer’s contact card to see the detailed information in the CRM or ticketing system, answer the call, and redirect the call to the responsible Account Manager.
And how is this relevant for your business?
4 benefits of using contact lookup to improve customer experience
1. Personalised and efficient customer service
Contact lookup instantly lets you retrieve relevant customer information, including previous interactions, purchase history, and preferences. You can also retrieve information such as the callers’ account manager or contact person, helping you to direct the call to the right place. This means you can give service that feels personal, a key factor in customer satisfaction and retention.
2. Faster issue resolution and improved customer satisfaction
By integrating contact lookup into customer support systems, agents can easily access customer contact details, eliminating the need for manual searching and reducing response times. That leads to faster issue resolution and improved customer satisfaction as you can reduce time to resolution and other important KPIs.
3. Improved cross-department collaboration
As the integration makes it easy to share customer information across different departments, it allows for seamless collaboration. Sales, customer support, and marketing teams can access relevant data and provide consistent service, leading to a unified customer experience.
4. Comprehensive view of customer journeys
Contact lookup can be integrated with various CRM platforms, helpdesk systems, or communication tools, enabling businesses to centralise customer data and get a comprehensive view of how your customers interact with you.
Contact lookup for your CRM
Hybrid Comms offers contact lookup integrations with many CRM systems. Our contact lookup integration means you can have a direct connection to, for instance, Hubspot, Salesforce, Lime and Zendesk inside the Hybrid Comms platform. The integration pulls information from these systems to Hybrid Comms, and you can easily view the customer profile directly. We also provide CTI CRM integrations with HubSpot and many other CRMs, where you instead insert the Hybrid Comms telephony features into the CRM and make calls directly within their platform.
Conclusion
Contact lookup ensures that the customer support team doesn’t need to spend time searching for additional information before helping the customer. That makes your support team more efficient, and your customers get support that is quicker and more relevant right away. This results in happier customers and better work days for your agents.
Get in touch for a chat or a quick Demo – We love to talk!
Why should your Business consider using your phone-systems ‘Call – Queues’ features ?
Service-delivery and customer-experience are key determining factors of a successful business, and it is becoming increasingly essential to use the tools available to differentiate your service-offering as a business to your prospects and Customers alike.
Call queues provide a number of benefits to Customer Service, Sales, and Support operations of an business.
When a caller phones your business, the call will usually be greeted with a custom ‘welcome message’, usually offering a number of options as to which department or team the caller can choose to connect to. Each option is a ‘Call Queue’ and typically represents a ‘department, or team, within your business.
Each ‘Call-Queue’ can have different messaging recordings about different aspects of your business or service, for example.
This means your Customers can be played messaging specific to the queue they have chosen – for example your ‘support queue’ messaging may talk about your online helpdesk or your web chat options if the Customer wants an instant response.
Call Queues offer a number of other features to help you improve your customer’s experience of doing business with you – and to help your teams to deliver that experience.
Here are a few of the tools our business phone-system offers – and these are common features in most cloud pbx platforms / VoIP systems
Queue position announce – Use queue-position announcements to keep your callers updated as they wait for someone to answer their call with information about where they are in the queue.
Queue call-back – instead of asking your callers to wait on hold on your service line, for example, you can offer your caller the option of a call-back when it becomes their turn in the queue. This can avoid frustration, and allows your Customer to get on with other things while they wait to talk with you.
Optimum Call Routing / Skills-based routing) – opt to route inbound callers directly to the best team or agent to deal with that call (e.g. the dedicated Account Manager for that Customer) to drive better results and outcomes.
Call Distribution – queues can distribute calls equally among your agents which prevents overworking and overwhelming. Or, you can route new calls, for example, to the ‘least busy’ agents.
Queue Monitoring- see at a glance from the ‘Admin Overview’ exactly who, and how many agents are available or unavailable in each queue. Easy and instant ‘Drag-n-Drop’ to move your agents around between your queues -to cover busy times or holidays /sickness etc.
Are you making the most of your Business phone system ?
Get in touch for a chat or a quick Demo – We love to talk!
Every modern business is expected to provide customers with immediate support if they’re experiencing problems. Yet with the evolving digital landscape where users expect instant gratification, how can businesses facilitate this without having customer teams on-call 24/7? The answer is simple, empower your customers to find their own solutions with Customer self-service.
What is customer self-service?
Customer self-service is any action or task that can be completed by a customer without the involvement of an agent or employee.
Common examples of self-service include: scanning items at a supermarket self-checkout, marking an item for returns on an online retail store, or ordering on a screen at a fast-food restaurant.
Cost-effective for businesses and convenient for customers
For most companies, the benefits of customer self-service are two-fold:
Customers are better equipped to solve their own problems, which leads to increased customer satisfaction and a higher likelihood of word-of-mouth referrals and repeat purchases.
Businesses benefit from decreased demand for support services and, as a result, incur lower labour costs.
This effectiveness of self-service systems has been reflected in their popularity with customers across the globe. In a report by the Harvard Business Review, 81% of customers stated they would prefer to handle an issue themselves before seeking assistance.
Another study revealed that 40% of all customers who contact a call centre do so only after trying to self-serve. This tells us two things: the first is that self-service is the go-to option for a large volume of unsatisfied or confused customers; the second is that, unfortunately, many businesses are not offering efficient self-service options.
What’s more, customer self-service isn’t just limited to brick-and-mortar shops. Online self-service is a crucial part of the modern customer experience. How crucial? A study by Microsoft showed that around 89% of American customers expect businesses to have some form of online self-service.
Benefits of customer self-service for businesses
On the businesses’ side, the benefits of implementing efficient self-service solutions are also backed by the data. A study by Gartner Research revealed that organisations see up to 70% reductions in calls, chat, and/or email enquiries after implementing a Virtual Customer Assistant.
But that’s not all: self-service can also help you close more sales. A study by Forrester shows that 53% of customers are likely to give up on an online purchase if they can’t find a quick answer to their question. In other words, if you don’t have answers readily available, half of your potential customers will not buy from you.
How to improve customer self-service
Depending on your business, there are a variety of ways to begin building or improving your current self-service setup.
Here are four ways your business can introduce customer self-service:
1. Use knowledge base software to build a knowledge hub
Knowledge bases are dedicated areas of your website made up of written articles that provide customers with targeted answers to their queries. Knowledge base software can help you create and organise resources to make your self-service materials more accessible, engaging, and helpful for your customers.
Depending on your business, a knowledge base can sit on a separate web portal, or as a collection of individual pages on your website. This will also be determined by the knowledge base software you use and the level of personalisation it allows.
You can write and share articles with various functions within a knowledge base, such as:
a) Explainer articles: Explainers provide general overviews of individual features, while also outlining the benefits and use cases.
b) How-to articles: How-to articles are step-by-step guides that direct a customer through a specific process or troubleshoot common issues.
c) Frequently asked questions (FAQs): FAQs are searchable lists of customers’ most frequently asked questions and the relevant solutions for each, which should be easily accessible to help customers address common issues.
Picture: The welcome page of Connex One’s Knowledge Base Hub
You may also want to include a community forum or comments section in your knowledge base. Community forums allow your customers to discuss solutions among themselves without the need for an agent, reducing the need for intervention from your team even further.
The value of a robust knowledge base goes beyond customer service. It can also help your website rank higher on search engines like Google, which is important for receiving more traffic and potential customers.
Optimising your knowledge base articles for search engines by using relevant keywords and phrases helps them appear higher in search results. When people click on your articles from search engine results, it sends a signal to search engines that your website is a credible source of information, leading to higher rankings and more potential customers.
In summary, having a robust and optimised knowledge base can boost your website’s search engine rankings, which can help attract more customers to your business.
How to create a knowledge base
These days, it’s easier than ever to set up a knowledge base. All you have to do is find a knowledge base software tool that serves your particular needs.
Tools such as Help Centre from Connex One enable you to design your own customer self-service portal. Think of it as a knowledge based article creator, support ticketing system, and training course designer all rolled into one!
2. Offer product knowledge training courses
Short and interactive product knowledge training courses are an effective way to teach your customers how to utilise your products or features. These courses can include video tutorials, written walkthroughs, and quizzes to test the knowledge gained and ensure the customer has understood the content.
To make product knowledge training courses more engaging, you can also incorporate Gamification and certification elements, allowing customers to complete courses at their own pace while receiving rewards for their progress.
Interactive training courses offer several benefits compared to other training content. An Easy Generator study showed that a well-designed product knowledge training course often leads to:
a) Lower customer churn rates
b) Higher customer engagement
c) Reductions in one-time customer issues
It’s estimated that companies who include some form of early-stage education will make a customer 131% more likely to make a purchase, according to a study by Conductor.
Picture: A screenshot of HubSpot’s learning centre
How can I create product knowledge training courses?
Companies like 360Learning give you the opportunity to create training programs through a learning management system (LMS).
LMS’s are cloud-based platforms designed to help you build your own custom course with customisable rewards and certificates.
3. Provide training videos
If you’re looking to add another dimension to your customer self-service offerings, developing your own training videos can offer a more visual approach.
You can use them to answer FAQs, showcase and demonstrate product features, or give your customers tips and tricks to help them navigate your company’s services.
Not only that, but you could also embed them in your knowledge base articles, giving your customers flexibility when it comes to handling queries.
What’s the best way to make training videos?
With the array of tools on offer, video creation has become more accessible, enabling more and more businesses to establish their own in-house.
We recommend starting with your script. This process can be simplified if you already have written documentation on a product or feature.
You could then easily adapt it to a video script, where you can put it into a teleprompter, or add it to a text-to-speech service like Natural Reader for a low-cost voice-over solution.
When it comes to editing your video, there’s a variety of services at your fingertips, both free and paid. Outside the typical heavy hitters like Adobe Premiere or Final Cut Pro, companies like Clipchamp offer a free cloud-based editing suite that gives users an intuitive way of creating their own videos.
To host your videos, look to websites like YouTube or Vimeo, as they can provide you with enough storage space for your videos while also giving you the ability to easily share them all across the web.
Live chat gives agents the ability to handle multiple customer interactions at the same time while also providing instantaneous responses to all kinds of queries.
If you want a completely automated system, you could also enhance your live chat service with chatbots.
An example of how the Athena AI Conversational Bot interacts with a customer via Live Chat
Chatbots, also known as Conversational Bots, use language-processing to analyse keywords in a customer’s question. The chatbot can then provide the user with an answer to their query or direct them to any relevant learning material.
How do I add live chat to my website?
It’s never been easier to add live chat to your website. You can use products like Connex One to add a live chat widget directly to your site without needing coding experience and start talking to live users within minutes.
For a more bespoke configuration, pairing with Connex One’s Flow feature can fully automate live chat processes, along with the rest of your customer journey, or enable your team to use canned responses and ai self-service to quickly guide a customer to the right destination.
Implementing customer self-service
Hopefully, we’ve given you a better idea of how customer self-service can add value to your customer service. While you might want to try to add every suggestion at once, we recommend starting off your self-service journey by talking to an expert.
If you’re looking for an easy way to create a knowledge base or implement customer self-service, book a meeting with our team to discuss how you can utilise our user-friendly Help Center knowledge base software.
Are you still tied to your old PBX system? Then it’s time to consider switching to UCaaS – a move that can future-proof your workforce and streamline your workdays.
In today’s rapidly evolving business landscape, staying ahead of the curve is crucial for success. One technological shift transforming how organisations communicate and collaborate is the transition from traditional PBX systems to Unified Communications as a Service (UCaaS). Here’s why should upgrade your existing phone system to one that supports unified communications.
Made for the workforce of the future
As the workforce evolves, so do their communication needs. The rise of remote work, flexible hours, and global teams has reshaped how we connect and collaborate. UCaaS is tailor-made to address these changing dynamics by providing a comprehensive and integrated communication platform that transcends traditional phone lines. It empowers your team to communicate seamlessly, whether they’re at the office, working from home, or on the go.
UCaaS allows employees to stay connected through various devices, from smartphones to softphones and desktops. This adaptability is essential in a world where communication happens beyond the confines of a desk phone. By enabling your workforce to communicate effortlessly regardless of location or device, UCaaS ensures that your team can keep up with the demands of the modern work environment.
In the fast-paced business landscape, juggling multiple communication tools and platforms can be a drain on productivity. UCaaS streamlines this process by offering a unified solution that combines voice, video, chat, file sharing, and more. This consolidation simplifies communication and promotes collaboration by providing a centralised hub for all your communication needs.
Rather than using an array of different tools and services, UCaaS offers a comprehensive package for the diverse requirements of a modern organisation. From video conferencing and instant messaging to presence status and voicemail, UCaaS brings all these features under one roof, eliminating the need to toggle between different applications and boosting efficiency.
Effective communication extends outside your organisation – it involves seamless interactions both internally and externally. UCaaS enhances these interactions by providing a platform that connects not only your team members but also your contacts. This means that whether you’re discussing project details with your colleagues or holding a virtual meeting with a client overseas, UCaaS enables clear and reliable communication.
In addition, UCaaS provides access to advanced communication functions that surpass standard telephony. With features like IVR, smart routing, and programmability, your organisation can project a professional image and ensure that no calls is left unanswered. The ability to communicate smartly and efficiently within your team and with external stakeholders is a significant advantage in today’s competitive business landscape.
The flexibility of a mobile workforce
Gone are the days when work was confined to a desk. Modern work is about flexibility and adaptability, and UCaaS aligns perfectly with this philosophy. The ability to work on different devices and on the go means that your employees are not tied to their phones or desks. Whether they’re at home, in transit, or visiting a client, your team can stay connected and productive.
There are benefits to having a mobile workforce that go beyond just being convenient. By untethering your team from their desks, you’re enabling them to make the most of their time and create a work-life balance that suits them. This freedom to work from anywhere also has tangible benefits for your organisation, as it can reduce costs associated with office space and commuting.
Save time and increase productivity
One of the most compelling reasons to switch to UCaaS is the potential for cost savings and increased productivity. UCaaS eliminates the need for extensive hardware investments and maintenance costs associated with traditional PBX systems. Additionally, UCaaS streamlines communication and collaboration, resulting in faster decision-making, reduced miscommunication, and increased efficiency.
Embrace the future with UCaaS
UCaaS isn’t just a technological upgrade; it’s a strategic move to future-proof your team and optimise your workdays. The workforce of the future demands flexibility, smart communication, and seamless collaboration – all of which UCaaS delivers in a single, comprehensive package. By making the switch, you’re investing in a communication solution that saves time, money, and effort while enhancing productivity and overall well-being.
Check out all our contact lookup integrations, and let us know if you have any other questions.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
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WhatsApp is ranked today as the world’s most popular instant messaging app, with over two billion active users worldwide.
Number of WhatsApp Monthly Active Users (source: Statista)
With more than 100 billion messages sent through WhatsApp every day, the app is quickly becoming the preferred platform of communication for both personal and business use.
How WhatsApp for Business Works
In 2017, one year after WhatsApp became fully encrypted, it launched a new feature – the WhatsApp Business Application.
This feature allows businesses to create their own business profile on WhatsApp for free and then add WhatsApp ‘contact us’ buttons or links to their online pages and social media profiles (e.g. a website or Facebook page).
Bupa Australia has integrated WhatsApp as it’s main live messaging service
Businesses can also use WhatsApp Business to set up autoresponders for new customer messages and link their landline numbers with WhatsApp for any calls through the platform.
This feature quickly became a great benefit to small and medium enterprises, enhancing their customer relationship management by opening up a more convenient channel for customer interactions.
How KLM directs its customers to a WhatsApp chat
Soon after the launch of the WhatsApp Business app in 2018, the company launched the WhatsApp Business API for enterprise communications.
But what is the difference between the WhatsApp Business app and the WhatsApp Business API?
WhatsApp Business vs. WhatsApp Business API
Despite their similar names, the two applications have significant differences in features and functionality.
WhatsApp Business is a free platform that caters to the startup and small business crowd, offering essentials like messaging, analytics, and profile management. It’s a fantastic starting point for small businesses stepping into the world of WhatsApp-driven customer service.
The WhatsApp Business app, as advertised on the official WhatsApp Business website.
On the other hand, for enterprises seeking advanced features, the WhatsApp Business API emerges as the superior choice. This API seamlessly integrates with existing CX and CRM systems, automates customer messaging, and puts the power of custom chatbots at your fingertips.
A comparison of features and tools available with WhatsApp Business and the WhatsApp Business API
Why Enterprise Businesses are Choosing the WhatsApp Business API for CX
There are many reasons why enterprise businesses are integrating the WhatsApp Business API into their existing customer service infrastructure. Here are a few of the top reasons:
Advanced Messaging Capabilities WhatsApp Business API allows businesses to send and receive more complex messages, such as rich media messages, location-based messages, and voice messages. This allows businesses to provide more engaging and informative customer experiences.
Shared Team Inbox WhatsApp Business API supports a shared team inbox, which allows multiple team members to collaborate on customer messages. This can help businesses to provide 24/7 customer support and ensure that customers receive timely responses.
Automated Efficiency Automation is at the forefront of the WhatsApp Business API benefits. By automating routine interactions, businesses free up resources for more intricate tasks, ensuring customers receive swift and accurate responses.
Chatbots / Conversational Bots WhatsApp Business API can be used to create custom chatbots. Chatbots (aka Conversational Bots) can answer customer questions, provide customer support, and even sell products. This can help businesses reduce the workload on their customer service agents and improve the efficiency of their customer service operations.
Integration with CRM systems WhatsApp Business API can be integrated with CRM systems and CX platforms. This allows businesses to track customer interactions across multiple channels and provides a single view of the customer, enabling them to provide more personalised and efficient customer experiences.
Example: A WhatsApp conversation being handled within Connex One via the WhatsApp Business API integration
6 Ways to Utilise WhatsApp for Enterprise Customer Experiences
1. Address common customer queries with ease
For many businesses, the majority of customer queries will be common questions or simple requests that can be handled with ease. With the integration of the WhatsApp Business API, connecting with your support teams becomes seamless for customers.
With WhatsApp’s instant messaging at their disposal, customer service teams can promptly share relevant information or valuable resources such as FAQ pages and explainer videos. This dynamic approach ensures quick query resolution, thus elevating customer satisfaction.
2. Collect customer feedback
While advanced AI feedback tools such as sentiment analysis and speech analytics provide valuable granular insights into customer satisfaction, it is important to remember that many businesses can still benefit more from simple customer feedback gathering.
If a company has not yet implemented AI solutions in its customer satisfaction processes, seeking feedback via WhatsApp proves successful due to its simplicity and speed. This approach acknowledges the time constraints customers face and ensures that providing feedback remains painless and convenient.
Using a quick rating scale of 1-5 along with basic details yields valuable insights in seconds, making the feedback process a breeze for enterprise businesses.
Travel Agency Gobibo using WhatsApp to request customer feedback
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Furthermore, the WhatsApp Business API can take this feedback gathering a step further by enabling the generation of advanced analytics and comprehensive reports through CX platforms.
Automated workflows can be implemented to gather all feedback scores from chats and forward this data to custom reports, enabling easy reporting of customer feedback.
3. Real-time order updates and instant notifications
In the realm of customer satisfaction, transparency is paramount. When dealing with time-sensitive orders or services prone to changes, the WhatsApp Business API becomes an invaluable tool. By integrating it, customers receive timely updates on their orders with ease.
Businesses can also use the WhatsApp Business API to share real-time updates on estimated arrival times or request essential journey details (such as directions for drivers or preferred drop-off points).
Furthermore, customer teams can also use WhatsApp messaging to share tracking links, allowing customers to independently monitor order or delivery progress without the need for multiple messages.
Proactively disseminating information not only mitigates potential frustrations but also empowers customers to make necessary rearrangements. Businesses can also utilise the WhatsApp Business API’s adaptability to send billing notifications, appointment reminders, and images of delivered parcels.
4. Seamless booking processes
Imagine a scenario where all booking-related information resides seamlessly in one central hub, allowing customers to bid farewell to rummaging through SMS or wading through email chains for key travel details or documents. This is the reality that the WhatsApp Business API can help businesses create for their customers.
Let’s take flight bookings as an example. Customers prefer to receive boarding passes on their mobile phones and no longer need to print out booking information. However, the real difference lies in having all your booking information centrally located. Booking information for flights and travel can now be delivered all at once, seamlessly via WhatsApp.
Aero Airlines sharing a customers boarding pass through messenger
For sectors grappling with high-volume surges of inbound customer calls, SMS or emails, responding to all customer requests through various channels can be very hard to achieve, and failing to keep up can have a negative effect on brand reputation.
By centralising all communications and information sharing via WhatsApp, businesses can provide a seamless experience for customers on one channel and gain a competitive edge.
5. Providing 24/7 support – 365 days a year
For customer messages or requests outside of business hours, businesses can set up auto-responders or chatbots for WhatsApp interactions, which can detect the key contents of customers’ messages and provide the most appropriate response for their queries.
Regardless of time zones across the globe, integrating Chatbots with WhatsApp through a CX platform will enable businesses to be available 24/7 with the ability to reply with automated responses.
If chats require more complex answers, using a CX platform with omnichannel functionality can improve levels of service by smoothly enabling the redirection and escalation of chats to a live agent where necessary.
6. Stop, Pause, Engage – Working on customer’s time
When it comes to contacting a business, customers often cite long waits for live chat responses and being held in phone queues as their biggest inconveniences and pain points.
With frustrated customers frequently abandoning call queues after a long wait or ‘timing out’ in live chats before an agent can reach them, many businesses are missing out on valuable opportunities to engage with their customers and quickly resolve their inquiries.
An example WhatsApp conversation where a customer asks to have their delivery date changed
WhatsApp chats are a much more flexible communication option for customers, as they can start, pause, and revisit message threads with no loss of communication. WhatsApp combines the digital aspect of email with the immediacy of a phone call, offering the best aspects of both channels.
By integrating the WhatsApp Business API into CX platforms, conversations can easily be revisited and picked up again as they are linked to customer profiles and not logged as general support tickets.
Providing customers with the ability to stop or pause conversations as they board transportation, enter important meetings, or simply step away from their devices can be a huge win in improving satisfaction rates for your business’ customer service delivery.
The Benefits of Integrating WhatsApp in Customer Engagement
Customer Experience teams across multiple industries have experienced vast improvements in performance by integrating the use of WhatsApp Business features into their existing CX processes, including faster resolution times for customer queries and reductions in wait times.
According to Brian Bvundura, Global Head of Business Development at Connex One, integrating WhatsApp communication is proving incredibly useful for many enterprise businesses:
“Our clients have seen huge improvements after implementing WhatsApp communication through the Connex One platform. Allowing customers to communicate with them via the messenger app of their choice rather than directing them to phone lines or emails has significantly increased customer satisfaction for many businesses.
“Many customer teams have also seen resolution times improve dramatically as the flow of information is much faster and flexible than with traditional communication channels.”
CX platforms like Connex One utilise the WhatsApp Business API to integrate with your existing CRM solutions, such as Salesforce – bringing all customer interactions and data into one system and improving customer service with increased functionality. In addition, rich media content such as videos, images, or documents can be easily sent to customers instantly, allowing them to receive a wider variety of information on demand.
Getting Started with WhatsApp Business API
In a world where WhatsApp users are constantly on the rise, an immense opportunity awaits businesses aiming to broaden their reach and enhance customer engagement.
To explore the full potential of integrating the WhatsApp Business API into your customer processes, you can turn to our Connex One user-friendly CX platform. It handles the technical complexities, allowing your business to focus on harnessing the power of WhatsApp for Business in your customer communication strategy.
To unlock the power of WhatsApp for Business in your customer communication, get in touch with our team at hello@hybridcomms.io or request a free demo of our CX platform here.
The world of Customer Service is changing at a faster pace than ever before, and there are some incredible ‘AI assisted’ tools & features now being offered by phone systems, and that are being used by companies to deliver a better experience for both their Customers as well as their staff/Agents.
Many of these tools also help businesses to drive efficiencies across both their staff teams, as well as the way they do business, with much deeper reaching reporting and data-insights, often in real-time.
Let’s look at just a few of the areas in which AI is driving change and efficiencies across the Business Telephony world . . .
1. Task-automation based on voice calls
Think about all the daily and repetitive tasks your sales, Customer-service and support teams have to do off of the back of a Customer or Supplier/ Partner phone call. . . “I’ll send your our product overview deck”, or “I’ll send you ‘this’ form or ‘that’ document”.
The AI feature-set in modern phone-systems can listen to your live calls – and have already sent your Customer the document your Agent mentioned on the call as they talk.
This offers a great Customer experience, making the Agents life easier -as well as driving efficiencies in saved ‘wrap-time’ per call, for example.
2. Knowing your calling Customers
Having all information instantly on-hand to your Agents about the caller – before they answer the call -is an incredibly powerful CX and Revenue tool.
Imagine being able to see on your screen, before you pick-up the call, everything about the calling Customer . . .
All of their previous calls to your business, with Call Recordings
All of their emails to your business, with the emails attached
All of their contact via your Social Channels, with the messages attached
All of their contact via your WebChat or RTC
Insights and Overview of their previous experiences with your business
All in 1 place. All in a queryable timeline. Instantly.
3. Deep data and customer insights, map your Customers’ lifetime-journey
Having a historical timeline of all Customer interactions enables business owners to make key-growth decisions based on real-time information about what their Customers are demanding.
Being able to instantly view Customer trends, query historical Customer calls for keywords or key-phrases to see why a Sales offer worked well/ or didn’t, AI adds a whole new level of Customer-insights from the data you already have as a business.
And, being able to offer your Business Teams a new level of insight to your customers, prospects and targets offers an advantage to them in their roles – as well as creating a better working environment for Agents as your Customers will love dealing with you.
4. Training and redeployment of resource
The automation that AI offers now to a business phone system gives companies the opportunity to maintain Agent quality-standards when dealing with client calls.
For example, AI can be used to query ‘Show me all our calls, in the last Month, where the Agent said ‘Keyword/Phrase’? This can be used to spot calls where the Agent requires training for example.
Another use – ‘show me all calls where the Agent didn’t ask 3x qualify and required by legislation ‘data-protection’ questions. The AI used in current phone-systems can Quality-score your business’ calls to a higher level of accuracy than a human now. So there is potential to re-train and redeploy your QS teams to other teams or tasks within your business.
The AI used in current phone-systems can Quality-score your business’ calls to a higher level of accuracy than a human now. So there is potential to re-train and redeploy your QS teams to other teams or tasks within your business.
5. Agent Scorecards, Rewards and real-time Gamification
Creating an engaging working environment for your Agents is key to attracting and retaining the best talent – and ultimately to delivering the tools to enable your teams to deliver a happy, knowledgeable and positive Customer experience.
Having Agent leader-boards based on rewarding target-behaviours’ is key to the Contact Centres ability to create a buzzing environment, and to drive competition amongst Agents to drive the required results.
AI offers the ability to deliver updated results in real-time to Agent wallboards and Management alike, and to be able to link-live to mapped ‘Reward-Programmes’. For example, the lead agent each day may get an Amazon voucher – this can be allocated and sent to the Agent via the phone systems AI tool which ‘links’ the Wallboard to the Reward-pool as well as the company Amazon account. All without anyone having to touch anything once setup.
If you would like to have an informal chat around understanding more about how your Business phone-system could utilise AI to enable a better service-delivery and a better Customer-experience, while delivering efficiencies – we would love to talk.
Get in touch for a chat or a quick Demo – We love to talk!
With the surge in remote work and the growing emphasis on seamless collaboration and communication, businesses are increasingly adopting UCaaS (Unified Communications as a Service) to streamline operations and enhance productivity. UCaaS offers an array of features that break down communication barriers, empowering employees to work more efficiently, no matter where they are or what device they use.
For manufacturing companies, UCaaS proves particularly advantageous as it facilitates real-time collaboration between on-site teams and remote workers, enabling more effective production management and responsive customer service.
In this blog post, we’ll explore the top five benefits that UCaaS brings to manufacturing companies, highlighting its potential to elevate collaboration, scalability, mobility, customer service, and cost-effectiveness.
What is UCaaS?
Unified Communications as a Service (UCaaS) is a cloud-based communication solution that integrates various communication channels, including voice, video, messaging, and conferencing, into a single platform. It allows employees to communicate and collaborate seamlessly from any location, on any device.
Top 5 benefits of UCaaS for manufacturing companies
1. Enhanced collaboration and communication
In the manufacturing industry, effective collaboration and communication between teams and departments are vital for smooth operations and timely product delivery. UCaaS solutions enable employees to communicate effortlessly with each other, regardless of their location or device, using various channels like voice, video, messaging, and conferencing. For instance, a plant manager can conduct video conferences with remote engineers or technicians to resolve technical issues or strategise production plans. Sales teams can also collaborate with the production department to ensure sufficient inventory for fulfilling orders. UCaaS integrates with other collaboration tools, such as project management software, further streamlining workflows and boosting productivity.
2. Scalability and Flexibility
Manufacturing companies often experience fluctuations in demand, impacting their communication needs and workforce. UCaaS solutions offer scalability and flexibility, enabling businesses to easily add or remove users and features as required, without the need for costly hardware investments. For instance, if a company needs to scale up production quickly, it can effortlessly add more users and conferencing capabilities to the UCaaS solution. Conversely, during slowdowns, the company can scale back the UCaaS solution to match reduced communication requirements.
3. Increased Mobility and Remote Connectivity
In today’s mobile workforce landscape, many manufacturing employees work remotely or travel frequently. UCaaS solutions provide increased mobility, allowing employees to communicate and collaborate from any location and device. For example, a remote sales representative can access the company’s UCaaS solution on their mobile device to connect with colleagues or customers through voice or video calls, messaging, or conferencing. Executives on business trips can join virtual meetings using their laptops to discuss production or supply chain matters. UCaaS features like voicemail transcription and call forwarding enhance mobility and productivity.
4. Improved Customer Service
Exceptional customer service is crucial for manufacturing companies, especially for supporting complex products or services. UCaaS solutions offer features that enhance customer service, such as call routing, queuing, and analytics. Companies can direct customer enquiries to the appropriate department or representative using call routing, ensuring quick and efficient resolution. Additionally, UCaaS analytics provide valuable insights into call volume, wait times, and resolution rates, allowing businesses to identify areas for improvement and optimize their customer service operations.
5. Cost Savings and Efficiency
UCaaS solutions bring significant cost savings for manufacturing companies by eliminating the need for expensive hardware, maintenance, and upgrades. Subscription-based pricing ensures businesses pay only for what they use, without worrying about additional expenses or capital investments. This becomes particularly advantageous for manufacturing businesses with fluctuating staff levels due to growth, turnover, or seasonality. Moreover, UCaaS solutions reduce travel costs, as employees can collaborate remotely instead of traveling to different locations. They also minimize downtime and improve efficiency by enabling swift issue resolution and effective collaboration.
Conclusion
UCaaS solutions offer manufacturing companies a host of benefits, including enhanced collaboration and communication, scalability and flexibility, increased mobility, improved customer service, and cost savings. In an era of remote work and mobile devices, adopting UCaaS has become essential for businesses aiming to remain agile, efficient, and appealing to both customers and employees.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
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It’s clear the COVID-19 pandemic forced businesses to adapt like never before, with research showing the crisis accelerated the digitalisation of customer interactions by several years (McKinsey survey, October 2020). But at a time when there’s more pressure on businesses to streamline activities and increase productivity, customer satisfaction is more important than ever.
That’s where artificial intelligence comes in. There’s an underlying attitude that AI is only for businesses at a certain scale, with enterprise use of AI growing 270 per cent over the past four years (Gartner, 2019).
However, when it comes to customer engagement, business size doesn’t matter. In this article we explain how, with software-as-a-service (SaaS) solutions, AI implementation can revolutionise the way you do business with your customers.
Personalisation comes first
Incorporating AI innovations into any customer engagement set-up allows you to offer more tailored communications, and in turn solutions, for current and future customers.
For any inbound interaction, AI-driven intelligent routing can immediately assign the enquiry to the most suitable team member. This can be based on the call purpose, or additional criteria generated and recorded from previous contacts. The end result is minimised wasted time for the agent and customer alike, and higher levels of customer satisfaction.
AI chat bots can also keep your comms one step ahead of your customer at all times. If a potential customer has repeatedly checked one of your products online, chatbots can generate conversations based on this browsing history, supporting the sales journey without any action needed from a contact centre team – a clear win for business.
Increased quality means rocketing results
Automatic sentiment analysis – which facilitates live monitoring and rating of calls – is vital in gaining a holistic view of customer communications. Without AI, call monitoring and marking can fall on the backburner as it’s a time-intensive manual task. Through sentiment analysis, time can be freed up for team members to do what matters most – outreach, sales and customer support.
A sentiment analysis report
Gamification is also a game changer when it comes to employee engagement. Contact centres are fast-paced, high-pressure environments, where incentivisation is key to maximise morale and team performance. AI-driven gamification software turns the stick into the carrot, motivating staff to perform at their best through fun, engaging activities. One of our global clients was even able to boost their productivity by 233% after adopting gamification, driving over £1 billion of revenue.
Real-time data for decision-making
AI can streamline all decision-making. For example, automated keyword extraction of spoken and written queries can generate live recommendations while an agent is managing a ticket. By tracking customer emotions, or frequency of word use, agents can adapt their engagement tactics to better handle the situation based on this analysis and insight, helping increase resolution rates and creating an essential positive experience.
Keyphrase analysis report showing the most used phrases during calls
The data-rich information can also support businesses in dealing with unpredictable events. By tracking behavioural patterns of customers during transactions, AI can identify those at risk of leaving, and signal the need for action to retain them. It can also quickly identify unforeseen events – for example a spike in call volume referencing an outage or complaint – alerting teams to address a problem that might otherwise have gone undetected before spiralling out of control.
It’s time to act
Artificial intelligence implementation sounds daunting, but it shouldn’t. Ultimately, through AI-powered initiatives, your business can revolutionise the way you manage inbound and outbound enquiries, as well positively influencing productivity, staff retention and the bottom line.
Through our powerful next-gen technology, we arm businesses with the capability companies need to thrive when it comes to AI-driven customer engagement. For more information and to set-up a free demo of our platform, click here.
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In the past year, the rapid advancement of artificial intelligence (AI) has had a profound impact across various sectors, including customer service. The future of AI in customer service holds significant potential, prompting us to consider its upcoming developments and the resulting impact on the customer service landscape.
Among all industries, customer service stands out as one with immense opportunities for AI integration. By leveraging AI tools, businesses can enhance the overall customer experience while also boosting the efficiency and agility of their internal customer service departments. These tools are specifically designed to streamline processes in ways that surpass human capabilities.
In this blog post, we will delve into the shifting priorities of businesses and contact centres, transitioning from a focus on cost reduction to prioritising the delivery of an exceptional customer experience. Furthermore, we will explore the emerging AI technologies that empower organisations to achieve remarkable advancements in customer service.
The Importance of Customer Experience
Business optimisation is no longer just about lowering costs and increasing outputs. This has become increasingly clear in recent years as the concept of customer experience (CX) has emerged as one of the industry’s most important components.
Source: SuperOffice’s 2023 survey of 1,920 business leaders
Customer experience is, by definition, human-centric, and to compete in the customer engagement landscape, contact centres and customer service teams must provide a pleasurable, seamless, and, most importantly, human experience.
So where does AI fit into these human experiences?
The Rising Demand for Customer Service AI
With the growing significance of customer experience, there is a parallel rise in the attention given to emerging AI technology in contact centers. According to a Deloitte survey, an impressive 79% of customer service leaders have expressed their intention to invest in additional AI capabilities within the next two years.
The potential benefits of AI technology for customer engagement are vast, and its relevance in shaping business-customer interactions is only set to increase.
However, what lies ahead for AI in customer engagement? How will the future of customer service strike a balance between automation tools, AI integration, and the crucial element of human touch to provide a personalised customer experience?
The Top 4 AI tools that are reshaping customer service
To maintain competitiveness, contact center leaders face the challenge of effectively balancing the substantial advantages offered by AI with the human elements of customer engagement.
To illustrate the harmonious integration of AI and human-led processes, let’s explore four contact center AI tools that can empower organisations to deliver exceptional customer experiences:
1. Chatbots and Virtual Customer Assistance for Self-Service
Userlike conducted a study revealing that 60% of individuals prefer engaging with a live agent rather than a chatbot due to concerns about the chatbot’s ability to accurately comprehend their queries.
Nonetheless, when implemented effectively, chatbots can be highly efficient. According to a 2023 Gartner study, chatbots achieved a resolution rate of 52% for customer inquiries related to orders and purchases, and 48% for returns or cancellations. As chatbot AI continues to advance, these rates are projected to soar in the future.
In summary, chatbots can be an invaluable tool when employed appropriately, but they cannot fully replace the significance of human support. Chatbots powered by advanced AI can respond swiftly to standard queries, surpassing the speed of human agents. By deploying the right chatbot, organisations can alleviate their staff from handling mundane inquiries, enabling them to concentrate their skills on high-value interactions that necessitate human involvement or specialised expertise.
2. Interactive Voice Routing (IVR)
The introduction of AI IVRs (Interactive Voice Response) has brought about a transformative shift in customer service by incorporating ASR (Automatic Speech Recognition) and NLP (Natural Language Processing) technologies to understand customer queries and provide precise and relevant information. These systems enable customers to engage with businesses using voice commands, replacing traditional menu-driven IVR systems.
Through the power of AI, IVRs can intelligently route calls to the most suitable department or agent, minimizing wait times and elevating the overall customer experience. Moreover, AI IVRs can handle routine inquiries and perform basic tasks like bill payments or order tracking without human intervention.
This automation optimises operations and allows human agents to allocate their focus on more intricate and high-value interactions. With the capability to deliver prompt, accurate, and personalised responses, AI IVRs significantly enhance customer satisfaction, leading to heightened loyalty and improved business outcomes.
3. Sentiment Analysis
The progress made in speech analytics AI has been remarkably rapid. While AI has not fully mastered certain aspects of language that rely on complex human factors like socialisation and culture, it has demonstrated comparable or even superior understanding of language compared to humans in many cases.
One notable application of speech analytics AI in contact centers is Sentiment Analysis. By analysing various factors such as tone, vocabulary, speech rhythm, and inflection, AI can accurately assess the emotions expressed by callers. This enables AI to track the caller’s emotional state throughout a conversation and evaluate the customer service performance of agents.
By harnessing Sentiment Analysis technology, customer service departments and contact center managers can gain valuable real-time insights into their teams’ performance. This enables targeted coaching to enhance the customer service skills of agents based on specific areas of improvement identified by the AI analysis.
4. Keyphrase Analytics and Entity Recognition
Indeed, Sentiment Analysis is not the sole method through which speech analytics AI tools can derive valuable insights from customer interactions.
Keyphrase analysis tools, for instance, can identify the most frequently used words or phrases during calls and text conversations, presenting this information in a clear and useful report for managers and stakeholders. This reveals the topics and areas of interest that customers care about the most, enabling contact centres and customer service departments to anticipate market trends and gain a competitive edge.
Additionally, Entity Recognition AI can aid customer service managers in identifying mentions of specific entities, such as company names, brands, or products, during calls. This simplifies the process of tracking how frequently these entities are referenced by callers in real-time. Businesses can utilise this data to determine which entities are relevant to their operations, such as products, time periods, prices, and more, and categorise them for future reporting.
Using this information, Entity Recognition AI can identify and categorize each mention of these entities during customer service interactions, providing comprehensive reporting on the findings as needed.
Remaining Competitive with Contact Centre AI
As advancements in AI continue to emerge rapidly, customer service departments and contact centers must swiftly adapt to leverage this technology and maintain a competitive edge. The integration of AI and automation should not only enhance customer engagement efficiency and optimise processes but also ensure that customers feel heard, which lies at the core of the industry.
Navigating this ever-evolving technological landscape can be a daunting challenge for customer service leaders and decision-makers. The constant influx of new applications and tools can be overwhelming, making it difficult for contact center leaders to stay abreast of the latest developments.
This is where the Connex One platform can provide valuable assistance. Our suite of customer engagement tools and AI is designed to be flexible and adaptable, growing alongside our clients’ evolving needs and requirements. We continuously incorporate new features based on invaluable feedback from our clients, ensuring that our platform remains at the forefront of customer engagement AI.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
Get in touch for a chat or a quick Demo – We love to talk!
Different customers have different preferences when it comes to communication. Some prefer phone calls, while others opt for emails or chat. By integrating a live chat feature like HybridFlow chat on your website, you can enhance your accessibility to customers. This enables you to seize every opportunity and offer multiple communication channels for your company.
Surveys indicate that modern customers are both impatient and easily distracted. Consequently, if they require prompt assistance, they may turn to another provider. In fact, 44% of Zendesk’s surveyed customers emphasised the importance of live chat or chat widgets as a critical feature for online companies. Furthermore, according to Forrester, visitors who engage in live chat are 2.8 times more likely to make a purchase compared to those who don’t.
Why should you invest in a live chat? Nowadays, customers typically visit a website before seeking direct interaction. With a live chat option, you can provide visitors with the instant opportunity to engage with a real person. This approach effectively drives conversions, boosts sales, and facilitates exceptional customer service.
A live chat feature offers easy accessibility for customers, eliminating the need to search for contact information or email addresses. Instead, support is readily available in a pop-up window directly on your website. Customers can engage in real-time conversations with your agents, resulting in greater satisfaction since they no longer have to wait for email responses or spend time on hold during phone calls.
Additionally, many customers appreciate the informal nature of live chat conversations. By breaking down interactions into smaller, manageable parts, a chat session can often resolve what would have otherwise required multiple emails over several days. We have previously highlighted the significance of first-contact resolution, which live chat can greatly assist with. When utilized correctly, live chat becomes the helping hand that enhances the customer experience and increases the likelihood of repeat business and future revenue.
Fits WordPress out of the box.
Hybridcomms offers a WordPress compatible chat widget that enables seamless customer conversations. No other product combines telephony and chat functions as comprehensively as Hybridcomms chat widget. By implementing this widget on your company website, you can engage in live chat with your customers.
With the widget, assisting customers becomes much easier as it displays the expected wait time in the telephone queue, your company’s opening hours, and contact details. What’s more, the chat widget is provided at no additional cost within HybridFlow, eliminating the need for separate system management or expenses.
Our aim is to enable our customers to eliminate traditional “contact us” pages from their websites. Instead, we offer a tidy widget that remains accessible regardless of the user’s location on the page. The live chat functionality adds value by facilitating dialogue and allowing you to tailor the service according to the customer’s specific needs.
Check out all our contact lookup integrations, and let us know if you have any other questions.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
Get in touch for a chat or a quick Demo – We love to talk!
Eliminate the need for time-consuming searches for customer information when receiving calls! Instead, enhance your CRM capabilities by ensuring incoming callers are automatically integrated into the system. Contact lookup, a versatile integration compatible with various CRMs, can significantly enhance your company’s customer experience.
The Significance of Customer Experience in Business Success
A positive customer experience fosters continued business relationships. This encompasses interactions with customer service representatives, website navigation, and the purchasing process.
Enhancing Support through Contact Lookup
Personalised experiences are highly sought after by customers. To deliver such experiences, your customer service team must identify incoming callers and promptly access the necessary information to assist them. Which companies stand to gain the most from contact lookup integration? Any business that receives incoming calls and desires convenient access to customer information.
Contact lookup represents an advancement in caller identification. By automatically searching your CRM when a call is received, the integration provides the agent with a comprehensive overview of the caller, including their name, email, phone number, and relevant contacts at your company. Agents can effortlessly open the customer’s contact card within the CRM or ticketing system, answer the call, and redirect it to the appropriate Account Manager.
Four Benefits of Contact Lookup for Improved Customer Experience
1. Swift access to customer information:
Contact lookup enables instant retrieval of pertinent customer details, such as previous interactions, purchase history, and preferences. This facilitates personalized and efficient customer service.
2. Streamlined communication
Integrating contact lookup into customer support systems allows agents to easily access customer contact details, eliminating the need for manual searches and reducing response times. This leads to faster issue resolution, improved customer satisfaction, and reduced time-to-resolution, among other crucial KPIs..
3. Enhanced cross-department collaboration
The integration promotes seamless collaboration by facilitating the sharing of customer information across different departments. Sales, customer support, and marketing teams can access relevant data, ensuring consistent service delivery and a unified customer experience.
4. Integration with other tools and systems
Contact lookup can be seamlessly integrated with various CRM platforms, helpdesk systems, and communication tools. This centralises customer data and provides a comprehensive view of customer journeys.
How to implement contact lookup effectively
To maximize the benefits of contact lookup, several key considerations should be kept in mind. Firstly, select systems that align with your business requirements and seamlessly integrate with your existing systems. When choosing telephony platforms, evaluate their compatibility with your CRM. Similarly, when selecting a CRM, assess how well it integrates with your telephony system.
Conclusion
Contact lookup eliminates the need for the customer support team to spend valuable time searching for additional information before assisting customers. This significantly improves the efficiency of your customer support team, ensuring customers receive immediate assistance and resulting in heightened satisfaction. Implementing contact lookup is undoubtedly a wise decision.
HybridComms offers contact lookup integrations with numerous CRM systems as well as access to our API. Our integration enables a direct connection with platforms like HubSpot within our ecosystem. Information from HubSpot is seamlessly pulled into Flow, allowing easy access to customer profiles. Additionally, we provide CTI CRM integrations with HubSpot and other CRMs, enabling the integration of telephony features into HubSpot for making calls directly within the platform.
Check out all our contact lookup integrations, and let us know if you have any other questions.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
Get in touch for a chat or a quick Demo – We love to talk!
Action to make it easier for patients to contact their GP and end the 8am rush, with £240 million given to practices across England to embrace latest technology.
Patients will be able to contact their general practice more easily and quickly – and find out exactly how their request will be handled on the day they call – as part of a major multi-million pound overhaul of primary care, the government and NHS will announce this week.
Practices across England will also be given £240 million this year to embrace the latest technology, replacing old analogue phones with modern systems so patients never get engaged tones and easy-to-use online tools to ensure patients get the care they need as soon as possible.
This will mean that when patients contact their practice online or over the phone they will know on the day they make contact how their query will be managed, rather than being told to call back later. If their need is urgent, they will be assessed and given appointments on the same day. If it is not urgent, appointments should be offered within 2 weeks, or patients will be referred to NHS 111 or a local pharmacy.
Primary care is the way most people access the NHS and the government is committed to modernising the way patients contact their GP surgeries – improving satisfaction and delivering on the Prime Minister’s promise to cut waiting lists.
Health and Social Care Secretary, Steve Barclay, will announce a major expansion of the role of receptionists to become expert ‘care navigators’, whose job it is to gather information, to make sure patients are directed to the most suitable healthcare professional and to simplify and streamline the process.
Health and Social Care Secretary, Steve Barclay, said:
We are already making real progress with 10% more GP appointments happening every month compared to before the pandemic.
I want to make sure people receive the right support when they contact their general practice and bring an end to the 8am scramble for appointments.
To do this we are improving technology and reducing bureaucracy, increasing staffing and changing the way primary care services are provided, which are all helping to deliver on the government’s promise to cut waiting lists.
Minister for Health, Neil O’Brien, said:
Where GPs have already moved over to these new technologies we see they free up the phones, making it much easier for people to get through to their general practice team.
As well as being more convenient for patients, these really easy to use digital tools allow a lot of patients to get the help they need without ever needing to go in for an appointment, which will help cut waiting lists.
Investing £240 million in these modern tools and the help GPs need to move onto them will make things more convenient for patients, but also make the workload more manageable for general practice teams.
An average sized practice of 10,000 patients often receives more than 100 calls in the first hour every Monday.
With advanced digital telephony, rather than an engaged tone, patients will receive a queue position, a call back option and their call can be directly routed to the right professional. The phone system will also be integrated with the clinical systems so practice staff can quickly identify patients and their information from phone numbers.
Practices that have invested in modern online booking and messaging systems find they help free up phones for those who prefer to call, while giving patients a convenient way to get the help they need.
As well as helping patients to make contact, the government is supporting staff in dealing with the calls. Working with NHS England the government will fund 6,500 care navigator training places – that is one member of staff per practice who can then pass on the training to colleagues.
Care navigators will help assess, prioritise, respond and assist. They can help make sure those who want to see a named GP or preferred member of staff can do so while those who are happy to see a duty doctor can also do so.
Care navigators will direct patients to other professionals within the general practice or other medical professionals such as community pharmacists who can best meet the needs of the patients. Successful care navigation can help direct 40% of requests more effectively and speeds up appointments for those who need them.
The government will provide primary care networks and GP practices with the funding and support required to make the changes, including through integrated care boards.
Dr Amanda Doyle, National Director Primary Care and Community Services, NHS England, said:
Produced by the NHS, this plan will make it easier for patients to access the care they need.
GPs and their teams are already delivering half a million more appointments a week than before the COVID pandemic.
However, we know staffing needs to be put on a sustainable footing so we are also working with government to publish a long term workforce plan.
Find out more about how businesses are using the Hybrid Flow business communication platform to deliver a more responsive and tailored approach to their customers here: Hybrid Flow – tell me more
As organisations move to support hybrid and remote workforces, they’re challenged with managing the different devices that access organisation resources. Employees need to collaborate, work from anywhere, and securely access and connect to these resources. Admins need to protect organisation data, manage end user access, and support users from wherever they work.
One of the tools IT Admins can use to assist with this challenge is Intune from Microsoft.
Intune is one of many cloud-based endpoint management solutions. It manages user access and simplifies app and device management across your many devices, including mobile devices, desktop computers, and virtual endpoints.
You can protect access and data on organisation-owned and users personal devices. And, Intune has compliance and reporting features that support the Zero Trust security model.
Hybrid Comms are seeing more and more customers looking to Intune to help solve this challenge. Many of our customers are firmly entrenched in hybrid working, and a number of them are operating on a fully-remote basis since the pandemic.
HybridFlow, our phone system for businesses, enables users/ Admins to download the software from your ‘app store’ (Android/Apple).
This means easy integration with mobile device management suites such as Intune, enabling Admins to control User updates, version management and patches, etc.
MS Intune as a package allows fully-remote management and deployment of HybridFlow to any users, anywhere. A signed msi package offers integrity, ease of deployment (one client in particular has a workforce that never return to the office, for example). and reporting with both traditional and next-generation application management.
Security benefits of a cloud-based endpoint management system such as MS Intune are clear, with easy deployment and monitoring / reporting enabling admins to easily monitor versions, access and compliance, again on any user, anywhere.
Find out more about how businesses are using the Hybrid Flow business communication platform to deliver a more responsive and tailored approach to their customers here: Hybrid Flow – tell me more
And, the tools an ever-younger and more tech-savvy are now demanding.
There are some great features and tools available out there – here are a few that if you aren’t using maybe prompt some thought about how your systems should help you both delight and retain customers…
> Queue callback. Don’t make customers wait in queues. Systems now can offer callers option to be called back, and when.
> Preferred contacts. Route calls to particular Account Manager or team based on the callers no.
> Webcall. Offer prospects on your website or customers via a dedicated webpage an instant and free call to talk to your team.
> (web) Chat. Offer an instant way for your web visitors to engage with you and get quick answers.
> offer new channels such as WhatsApp / Facebook / LinkedIn so your customers can talk to you in the fast-changing ways they are now using
> using integrated apps to deliver and manage Customer-Service and Ticketing and moving away from email.
…and there are many more. Get in touch if your phone system needs a feature update to help your business stand out in an ever competitive and service-driven market.
As our younger generations – from #millennials to #genx – gain increased spending power, whether personally, or by virtue of becoming buyers in business – the tools they actually use have changed.
Businesses that enable their prospects & customers to talk to them using their customers’ preferred Apps , whether that’s webchat, whatsapp or messaging, will grow their potential audience, sales and £Revenues by attracting these new buyers.
A modern omni-channel platform for your own business has benefits from a staff/ operational view too:
– Make working easy and familiar – enabling your teams to use the apps & platforms they are used to makes for increased productivity
– Simple Management – with easy new user setup via apps, for simple user management and support, from anywhere.
– Work how your customers want you to – enhanced reporting enables you to understand your customers’ behaviours, and ensure you continue to delight them
– Drive Sales and excite your Sales Teams with ‘deep-data’ insights to maximise client-opportunities leading to increase in sales revenue as well as empowering and motivating your ‘account winners’
– walk the walk of a truly hybrid business – easy with the right platform to enable your teams to work from everywhere.
Get in touch to find out how our customers are using our omni-channel platform HybridFlow to drive benefits to their customers and staff teams.
Microsoft Teams is growing, UCaaS providers like HybridComms are seeing customers that want Omnichannel engagement. CX (Customer Experience) is the way forward.
When is the last time you saw a teenager talking on a desk phone? Maybe never. Yet, teenagers are using technology to communicate more than ever. Much more than any previous generations did, but the way that they communicate has changed. The new generation of budding young entrepreneurs have a plethora of choices when it comes to communication tools in their lives, and their choice is definitely not the desk phone. They need a headset, microphone, webcam, and speakers, or a chat client. A young person owns a mobile, laptop, and gaming device either a console or PC. This is everything they need and won’t be held back by a desk phone. The main problem with a hardware phone is its size. It’s not something that you can take between work and home and definitely wouldn’t be a good look next to your laptop in the local coffee shop!
The next generation will expect engagement via social channels, voice with video, and chat. The desk phone will be nowhere to be seen. It will be in the local Cash Converters with the CD player, VHS player and TV Console.
HybridFlow is a fully featured UCaaS system that’s so much more than just a phone system, it’s a communications platform. We can support a desk phone, of course we can if that’s what you’d prefer, but you don’t need it. In fact, we can give you more functionality without it. Just use a headset. Many business leaders we speak to say to us they have a VOIP phone system already and think they are up to date. Then we show them ours. Chat, voice, video, and social all for an affordable price. Now you can support your employees and customers in a modern world.
If you are concerned your phone system isn’t keeping up with your business get in touch – we would love to show you how HybridFlow is helping our customers be better!
Get in touch for a chat or a quick Demo – We love to talk!
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