The patient brought to the hospital was in a critical condition, but the hospital administration, without giving a second thought, denied him the treatment against the health insurance policy that he had. The reason being, pending renewal status of the policy at the issuer’s end. It instilled a sense of disappointment in the family members. They were getting penalized for nothing. They have been continuously paying the premiums on time.
The hospital and the family members were in a fix as what to do. They tried to contact the customer care of the policy provider but to no avail. Every time the call was getting dropped, neither the toll-free number nor the paid mobile number was accessible. Wait! The situation that I depicted here is a purely hypothetical, but not to be called as an uncommon instance. It points to the loopholes of contact center software solutions that are used to manage customers. Had the family members or the hospital staff managed to reach the customer-service desk, don’t you think that the mess could have been avoided? Would the family members again opt for the same health insurance provider or ever recommend anyone for that?
In daily life, we often happen to get struck in such scenarios where the trust gets betrayed. The thread of the trust that binds the customers with a brand is too delicate to endure any strain. In today’s growing consumerism, businesses need to understand this fact very clearly and provide the best experience to their customers. According to Gartner, customer-experience would be the key differentiators in the coming years, and businesses, irrespective of their sectors and customer-segments, need to adopt the best cloud phone services to stand out in the market. Though there is no dearth of contact center software solutions in the market, deliberated and prudential approach is required to align the technology features and tools with the business needs. To help you zero in on the right cloud phone services, we are recommending a few best tips and advices.
Estimate your business needs
Number of calls received, number of calls getting answered, number of calls abandoned or dropped, average revenue that you made against calls, average revenue that you lost per call and many more. Assess everything and cross-check them with the cloud phone service plans available with the vendor.
Know your customers (KYC)
Knowing customers is a must today. Know them closely — when they are going to call you, what kind of information they would seek from you, what they like and what not, and what kind of improvement they look forward. Based on the KYC report, get your contact center software solution customized by your cloud telephony vendor. Adopt the right IVR menus, ACD (Automatic Call Distribution), call queuing, call forwarding, auto-attendant and integrate the phone system appropriately to your CRM platform. To check compliance adherence, don’t mind even if you have to shell out few pence on call monitoring software. It would not just help you to serve customers or callers in the best way but also to check operational challenges like abandoned calls and reduce the operating costs.
For more, visit website: http://www.fonebell.in/why-cloud-phone-services-are-better/