Most consumers would say that valuing their time is the most important thing a company can do to provide them with good service. When a customer calls into your business with an issue, a poorly designed or outdated phone system can throw them over the edge, and you can quickly lose them as a customer. Understanding the most frustrating experiences customers have with a business’s phone system is the best way to design a solution that enhances your customer’s experience by solving their issues quickly and efficiently.
Here are some of the common customer pain points with a business phone system, and how a Unified Communication (UC) solution can solve them:
Pain Point: Inadequate staffing & long hold times. (The customer might say, “I’ve been on hold for over five minutes. Maybe you should hire more people to answer the phones.”)
How UC Solves: Managers can correlate agent staffing with call reports, which show the heavy and low-volume call times during the day. Appropriately staffing call center agents based on call volume reduces on-hold time for customers, enables issues to be resolved faster, and can save on costs.
Pain Point: Confusing phone menu (IVR). A poorly designed IVR is a very frustrating experience for customers, yet the majority of businesses have just that: an outdated, unhelpful, confusing IVR . (The customer might say, “I pushed 2 for support and it transferred me to sales. Can I just speak to a manager now?”)
How UC Solves: The IVR was designed for several reasons: to enable customers to help themselves without involving an agent, to route customers to the correct agent who can help them with whatever they need, and to provide general business information. A solid UC solution will provide businesses with several options for their IVR needs, including stock voice prompts, stock music, extension setup, and integrations allowing for more advanced features and capabilities. With the correct tools, your business can create a helpful IVR that will reduce customer frustrations and get them the information they need, faster.
Pain Point: Lack of communication mediums to work through a technical issue. (The customer might say, “I’m having an issue with this feature… there is a little box and a confusing pop-up thing. I wish you could just see what I’m seeing.”)
How UC Solves: A web-based solution allows for collaboration among internal and external users (customers and agents) without the need for plug-ins, separate applications, or passwords; all users need is an Internet connection. Some customer issues are hard to explain without visually seeing what’s happening. In cases like this, the right UC solution allows employees to screen share or host a live video session to walk the customer through an issue or to demonstrate a feature.
Pain Point: Having to repeat information. (The customer might say, “I already dialed in my case number, and now you’re asking for it again?”)
How UC Solves: In addition to a well-designed IVR, CRM integration enables an agent to view detailed customer records as soon as the call comes in (including recent case numbers). If there is an issue, the agent can identify the appropriate person to handle it, check their presence to see if they are available, send them an instant message to give them a heads up about the call, and then route the call. While the IVR provides options for customers to be directed to the appropriate person, the CRM screen pop provides the agent information about the customer. With these two UC features, the agent should have a good idea of who the customer is and how they can help before they even engage in conversation.
Pain Point: Lack of proper agent training (the customer might say, “You aren’t understanding what I’m saying. I need to speak with a manager!”)
How UC Solves: Barge and Whisper features allow a manager to interact on a customer call by joining the conversation (barge) or speaking to the agent without the customer hearing the conversation (whisper). These features are also useful when training new call center agents on the appropriate (and inappropriate) ways to handle a customer issue. These conversations can also be recorded and filed in agent’s personnel folders or used for future training sessions.
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