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The need for hours: How cloud-based call centers will equip startups in the post-pandemic world


Contact centers are particularly vulnerable to COVID-19 attacks. Organizations of all sizes and from most industries have been asked to move their on-site call centers to home work environments.

This comes with an unprecedented spike in customer requests, putting additional pressure on contact center operators.

The contact center field experience in COVID-19 is a guide for startup founders who want to keep their lines of communication open with customers and stakeholders as they scale.

Similar tools that allow large contact centers to pivot and adapt during a global crisis can be used by startup founders to build flexible and flexible customer communication platforms. active.

People access the phone in crisis

Some contact centers, like emergency service centers, access to mental health or the COVID-19 hotline, are clearly essential services. But even for more commercially focused outfits, communicating with customers over the phone is important to maintaining trust and loyalty. Our research has shown that customers who are looking for crisis relief and reassurance prefer to pick up their phone.

Two out of three customers preferred telephone communication over other forms of communication during the COVID-19 crisis. Enterprises with existing cloud-based contact centers and those that quickly adopted them were able to meet this expectation by transfer employees to work from home with minimal downtime.

This experience has led the entire contact center industry to see cloud solutions that are more adaptable and flexible, and we can expect to see a significant change to this paradigm in the middle. term.

Also read: What Tokopedia does to ensure high-quality customer relationship management

While it’s important to prioritize phone support, it’s also important to remember to provide customers with an omnichannel experience to help them interact with your brand through the platform of their choice choose. CustomToday, ers wants to connect with brands using the same channels they use to communicate with friends, from SMS to Snapchat.

Building discrete, non-technical customer communications solutions to manage each of these channels is a mistake. It leads to a fragmented picture of customer behavior or emotions, hindering your ability to respond to customers in a way that builds loyalty and trust.

Cloud based solution Allowing customers to contact you across multiple channels is a better choice and platforms that integrate customer data, habits and preferences from They can be expanded to meet domestic customer requirements during tough times, and can be horizontally expanded to include new communication channels as they emerge.

Regardless of whether they contact your business by phone, chat in the app, or through one social channelYour customers expect to connect with someone who can help them instantly. Building a cloud-based contact solution can facilitate the kind of experience customers expect

Cloud contact solutions can also be easily scaled up to adapt to developments, allowing for routine iteration and testing, providing insightful data and key insights about the business for better decision-making and they’re reliable more reliable than older systems.

Rapid changes will benefit the organization and its customers in the long run

The pandemic rapidly deploys customer care strategies powered by conversational AI, designed to create happier employees and happier, longer-lasting customers.

When a customer contacts, it is because they need help that they can’t find on your website or app, such as technical support or an order request that hasn’t yet arrived. Customers are often angry at this point and expect an immediate response, keeping them on hold reduces their experience and directly affects your business’s reputation.

Twilio’s recently Report customer contact information found that after a poor communication experience, 38% of customers would switch to a competitor or cancel an order or service, 66% would tell a friend about their experience, and 41% would stop the experience. joint venture with the company completely.

Also read: Twilio Annual Client Interaction Status report

While the provision of unsatisfactory service to the customer is never intentional, the limitations of the fragmented, on-premises contact center system can make it difficult to keep up with develop customer expectations.

However, with a cloud-based framework, you can create an experience that anticipates customer needs and provides unrivaled service. You may collect data about your customers from a variety of sources and supplies personalized experience every times.

What does this mean for startups?

For early stage companies like startups, customer loyalty is especially important. You don’t have decades of branding to rely on, and a negative experience with a company can easily lead customers to a competitor.

To survive and stay competitive, startups and smaller businesses should learn lessons from the contact center experience through the COVID-19 crisis.

Startups have a key advantage over older operators when deploying futuristic resilient cloud-based customer communications solutions. They are not hampered by sinking costs and legacy systems that make the transition to such a system too difficult for larger, older organizations.

Customizing, adding new channels, integrating new systems with your existing systems, and budget are all essential considerations when deciding to use a cloud-based contact center solution for information management. customer contact.

Startups’ customers are early adopters of more digital channels than most other consumers, but also expect a 360-degree, always-on customer experience. Impress these customers by delivering a superior experience and you’ll win the loyalty of an influential market segment who will spread your product. Lose them, and they move on to the next company.

The difference between these two scenarios will be how you build, maintain, and manage your client communication architecture.

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Image credit: Berkeley Communications on Unplug

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