Automating customer interaction channels is a trend that has enjoyed great popularity among companies in the last few years. This is mainly because it allows us to offer service on a 24‑hour basis and deliver better experiences that increase sales conversion rates.
The sales pipeline has adapted to the habits of today’s digital customers. From lead to opportunity and sales to after-sales, it’s important to provide a first-rate experience.
According to the global research and advisory firm Gartner, “the business process outsourcing (BPO) market continues to evolve with the rapid adoption of digital service, automation, and advanced analytics”, which means contact centers are required to gain a competitive advantage to outperform their rivals.
Some aspects to consider
The aspects to be considered in customer experience are many. However, communication proves to be the most relevant. In order for it to be effective, it’s imperative that the information of both customers and in‑house processes be managed appropriately.
Measuring and monitoring operation is crucial too. These activities help contact centers identify their rooms for improvement and strengths so as to develop processes aligned with the needs of each customer.
Contact centers obtain valuable insight into the behavior and preferences of customers thanks to the hundreds of customer interactions they handle over different channels every day and all the steps they complete throughout the sales funnel. Therefore, when using automation software, they can unlock their full potential.
For instance, telesales contact centers work better when they automate dialing or use tools that detect and filter out answering machines or disconnected numbers. In the case of inbound calls, an automatic distribution system enables them to reduce wait time and forward calls to the most skilled or knowledgeable agents.
Customer service and sales automation platforms streamline the workflow of contact centers and increase customer satisfaction. To adopt this technology, it’s necessary to have a series of basic resources, including:
- Operational and up-to-date CRM applications
- Well-thought-out business plans and strategies
- Customer interaction metrics by day
- Sales conversion rates by day
- Real-time monitoring of service quality
Nuxiba has developed the best platforms to automate the operation of your contact center with great ease and drive sales growth. Its set of features allows you to manage, monitor, and develop sales and customer service processes that improve average speed of answer and agent productivity. Request a demo and learn what we can do for you and your business.