As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations.
Some online self-service options provide FAQ resources and allow customers to conduct searches, but then take them to external sites to uncover the answers. Others allow customers to ask questions or request information, only to have to wait several days or weeks for a response.
Enter the cloud call center and all-in-one online integration services, which can provide unmatched satisfaction to customers looking to get answers to some of their burning questions in order to enjoy your product and/or service.
Here are several benefits of adopting self-service options in your business.
Why Utilize the Cloud?
The cloud is a centralized hub where your business can integrate several self-service tools for customers. These options include call center and chatbot tools, which help provide:
- Quick and accurate responses to customers
- Up-to-date, personalized call center integration based on your company’s niche
- Text and chatbot replies via desktop and mobile apps
- Escalation to call center agents for immediate answers
The beauty of relying on cloud integration tools is that your company is always online. Even if you don’t have live agents waiting to answers questions 24/7, online tools allow your customers to get answers to questions instantly.
Live chat and chatbots, as well as other similar tools, provide instant gratification to customers. Indeed, these options give customers the information they need when they need it. With this technology in place, there’s no need to sit on hold for 45 minutes, only to get sent back to the original customer service agent. Online chat helps customers find what they’re looking for, by providing answers to commonly asked questions that they may otherwise not have the means to receive.
Incident Ticket System
The adoption of online, self-service tools also allows companies to escalate up the proverbial food chain. Integration of ITS, or incident ticket systems, enables customers to raise a complaint or question that reaches the right department. With such technology in place, customers can come to appreciate the fact that issues aren’t lingering for days at a time. Ultimately, such integrative systems allow businesses to reply to issues in a more timely fashion.
Tech Support and Knowledge-Based Tools
Tech support is yet another self-service tool customers appreciate. These tools allow customers to see common answers to online FAQs without having to contact a customer service agent via phone. Knowledge bases are centralized libraries that provide customers answers to common-knowledge questions/information.
Customers can also utilize the tech support feature to send questions to the appropriate agent. Emails are typically replied to in 24-48-hours, depending on team availability. These tools provide customers another alternative to have their questions answered and learn information about a complex product/service offered by various online companies.
Why Integration Matters
Today, everything revolves around getting things done quickly — and online, if possible. Customers want instant gratification, and with the all-in-one, online integration tools, companies can seize this opportunity. It’s essential, however, to utilize proper self-service tools. If customers keep getting tossed around to different departments in a roundabout manner, it can make matters worse for companies. Therefore, adequate integration, implementation, and planning are crucial to choosing the right self-service tools.
Integrating the right platforms can do wonders for a company’s reputation and ROI. Moreover, the proper self-service tools will keep your customers happy, without creating a floodgate or delays in responding to customer inquiries.