With the rise of new technologies, such as video calls, instant messaging tools or artificial intelligence, the idea of the traditional call center has also changed. Modern business phone systems are delivered via the Internet and therefore provide greater flexibility for your call center. In addition to the classic call center features, such as call forwarding or music on hold, Voice over Internet Protocol (VoIP) solutions also offer certain advantages: Greater mobility . Call center agents can respond to customer inquiries from multiple devices and locations. They are no longer limited to traditional office spaces and on-premises call center equipment. Call recording . Since the VoIP tool will automatically record the call, call center representatives no longer need to take notes when talking to customers.
Knowing that they can analyze the call transcript later, employees can relax and focus on better customer feedback. AI-based call analysis. Many VoIP providers use AI to measure customer engagement rates and customer satisfaction rates. Based on this data, they will route customers to the best suited agents to resolve their issues. CRM integrations . The best thing about phone services delivered over the Internet is that they integrate with a CRM system. The customer data you collect will be transmitted directly to the CRM tool. CRM Image Masking Service will create profiles for new customers or merge this data with their existing profiles. Real-time support . Once a customer calls your customer support team, the VoIP tool will pull their data from the CRM and send it to your agent. Knowing who they are talking to, call center representatives will answer phone calls with more confidence. Social media has become a standard customer service channel Most of your customers are on social media. They use these channels to find new products, communicate with businesses in real time, share experiences with different brands, and ask for help.
For companies, social networks are an opportunity to humanize their online presence and strengthen relationships with customers. Here's how to use social media for customer support: Message management When chatting with your brand on social media, customers expect you to respond within 60 minutes. Additionally, the Sprout Social survey found that 50% of customers would boycott a brand because of poor service on social media . So, if you're still using native Facebook, Instagram, or Twitter apps to communicate with customers, it's time to rethink your decisions. Instead of wasting time switching between these apps, you can merge them into one smart social media inbox. Social media monitoring With social media management tools, such as Sprout Social, Social Mention, or Hootsuite, you can track mentions of your brand, products, or relevant keywords in real time. This way, you will be able to collect customer feedback and gauge customer sentiment .