FILLING IN THE GAPS IN YOUR COMMUNICATION TECHNOLOGY


If you're looking for a way to up your game and change the way you communicate with your customers, you may be thinking that you just need to fill the gaps in your communication technology without scrapping the whole system. The good news is that there are plenty of ways to update parts of your system while keeping some elements the same. The real question is: if you had to build your ideal communication system for the first time today, which technologies would you be most excited about putting to work?

CHAT/EMAIL

Today's communications systems are relying heavily on the Internet to deliver online customer service. Chat and email-based support allow customers more flexibility in resolving their problems and give you the opportunity to speed up your response times for better results. These online customer service tools also take stress off of your phone systems and operators by prioritizing customer contacts more effectively.

SCREEN SHARING

Whether you are working between departments or between multiple office locations, the ability to share customer information across multiple screens can provide a huge boost in your team's ability to resolve issues more accurately. Screen sharing is yet another online customer service tool that encourages better collaboration and communication throughout your organization.

DIRECT PHONE NUMBERS

In the past, each additional phone line in your company was a costly investment in and of itself. Today, however, you can have as many phone numbers as you want that can dynamically share the same phone lines. The cost is no more than drops in a bucket when it comes to your total communication system. Direct phone numbers to each team member can reduce the amount of time that customers spend on hold or dealing with a dispatcher or automated system. In addition, it allows customers to contact the same agent regarding their account, so they don't have to cover old ground over and over when resolving a problem. Thus it also increases productivity for team members who are already informed and working steadily toward a resolution.

All of these features are becoming commonplace in the business world. For those who believe they do not currently have any gaps in their communications system, it may be helpful to take a look around and consult with an expert about what other companies in the industry have to offer. You may not realize that they are already offering online customer service, and even though your customers have not voiced a desire for it, they could become interested if they hear about the competitor's upgraded service system. The best way to avoid missing that boat is to assess your system from the ground up by imagining the ideal system for your company using today's standards and seeing how a communications specialist could bring that vision to life for you.

Comments

Post a Comment

Popular posts from this blog

Outsourcing: an overview

Image
Outsourcing: an overview Outsourcing today simply involves using external entities to handle specific, specialized business functions so that organizations can focus on their core competencies. The idea of seeking outside support for areas that are not core to a business is many decades old. However, seeking support from external providers can make a lot of sense, especially in fields that involve considerable complexity. One example, as human resources becomes increasingly complex practice, especially in areas that involve often complex and arcane laws such as benefits and employment law, many smaller companies are increasingly outsourcing some or all of their HR tasks. IT is another example. Like human resources, IT covers a wide range of specialties, for which no one or two individuals can possibly hope to be fully versed in. As the CEO of a small- to medium-sized firm, or perhaps a line manager, why should you consider outsourcing all or part of the IT function? One immediate rea
Read more

So, what is this “Unified Communications” thing, anyhow?

Image
So, what is this “Unified Communications” thing, anyhow? Have you heard the term unified communications tossed around lately? It seems to be used a lot in IT, telecomm, and work collaboration circles. Unified communications is a newer concept that refers to a conceptual platform where multiple communications channels can join together to increase productivity and facilitate collaboration. Here’s one way to look at it. Imagine that you only own one car. And imagine it is a sporty two seater. And then imagine you decide to invite five of your friends, none of whom are able to drive, out to dinner. This means you would have to pick each one up separately and drive him or her to the restaurant. And of course, one of them lives down an old rough farm road, so you have to drive very slowly so you don’t damage the underside of your expensive little two seater. This scenario is pretty similar to the way we handle business communications today. We aren't able to just throw everyone together
Read more

MSPs save money And you get stuff that matters

Image
MSPs save money. And you get stuff that matters. Outsourcing has become a fairly common element in business processes today. What started off as a means to cut business costs and take advantage of cheaper resources based offshore has now become an essential part of running a business today. (Its definition doesn’t necessarily include offshore outsourcing, of course) This blog looks at two additional areas where IT outsourcing can dramatically improve revenues. In particular, outsourcing can avoid high-fixed costs when you are trying to meet peak demand periods or have 24/7 coverage available. Cost benefits Having an MSP manage your IT infrastructure completely offers tremendous cost savings vis-a-vis having an in-house IT team. When you have FT IT professionals on your payroll, you incur many other HR and training-related costs that come with employing full-time staff. These may include 401(k) expenses, health insurance, paid time-off, etc., which can be avoided by outsourcing your IT
Read more