“Please bear with me while I update our files.” “Sorry, our system is slow today.” “I’m researching that for you, please hold.” “There’s going to be silence on the line for about a minute, okay?”
As a specialist in the field of customer satisfaction, you may be squirming in your seat while reading these because you know all too well that your customers have heard every one of these lines. Don’t be fooled – these common phrases should not be an inevitable part of your service vernacular. There is a way to eliminate all that embarrassing stopping, starting and delays that keep customers waiting: unified cloud communications in Salesforce.
This all-in-one cloud-based solution offered by Vocalcom unifies all incoming communications into a single queue no matter the channel, then routing them to the best service reps based on agent skill and customer need.
Through Salesforce’s customer relationship management (CRM) solution, agents can view all customer history in one single screen without having to toggle between channels, screens or programs. The technology is built on a very simple premise; when agents spend less time searching for the right information, they can spend more time focusing on helping customers. The net result is a faster resolution.
Salesforce customer Chipotle Mexican Grille, for example, maintains a record of all customer inquiries from multiple channels via one single database, providing its service agents with a comprehensive, 360-degree view of customers. At the end of the day, the company’s reps can more quickly drill down to the source of a problem or request to provide the best response for each individual customer.
It should go without saying that providing the right resolution for the right customer at the right time not only leaves customers more satisfied, but creates a more confident employee-base; they feel empowered, their stress levels are reduced and they are more self-assured as a result.
Companies using our cloud-based solution in Salesforce have been shown to reduce agent call times by 20 percent and see a 46 percent boost in agent productivity. The solution might have been right under your nose the whole time. Click here to begin your journey.
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