UCaaS, or Unified Communications as a Service, can be a powerful tool to improve customer service in your contact center. By integrating UCaaS into your customer service strategy, you can access valuable data insights and better manage and direct the customer experience. Learn more about how you can improve your customer experience with UCaaS:
With UCaaS integrated into your customer service strategy, you can optimize and reduce costs associated with customer service operations. UCaaS lets customers interact with support staff based on their preferences, allowing you to use fewer communication channels while still delivering high-quality customer service. It also simplifies adding new channels, which helps cut down on setup times and related costs.
Increased Flexibility and Agility
One of the fallouts from the pandemic was the realization to many workers the importance of a healthy work-life balance. As a result, 57% of surveyed workers in a recent Zippia report said that a poor work-life balance would be a deal breaker when considering a new job. Because UCaaS offers a wide range of features, such as mobile and web-based services, real-time analytics and reporting, self-service options, automated workflows, and more. Not only do these capabilities help you quickly adapt to changing customer demands in the market, they can enable your employees to work from home or while traveling. .
UCaaS improves customer-agent interaction by providing a single platform for all communication channels. This makes it more convenient for your agents to access, review, and work on customer tickets from any device or location. With real-time analytics, you can track how quickly your team responds to customer inquiries and give them the knowledge they need to provide an improved customer experience. Additionally, robust reporting capabilities offer insights that help you make important business decisions.
Facilitates Strong Relationships
According to Chron, the definition of a good manager is one who “respects and appreciates their employees, provides necessary resources, shares knowledge, listens and delegates tasks effectively.”
When employees feel they can trust their management and have the right tools, the employee experience rolls over to the customer experience. Happy workers = happy customers. One of those tools includes Unified Communications. Here’s why:
- Employees need easy access to information and conversations from wherever they are. With UCaaS, workers can access not only this data from their desks but also from their phones or tablet as well as a computer or laptops.
- To build trust, there needs to be open communication between the manager and their team members. UCaaS facilitates this by enabling an easy transition between text, voice, and video collaborations.
- Cloud solutions make it easy to connect with remote employees with virtual “watercooler” events, further enhancing and improving your team relationships.
Builds an Environment of Continual Learning
94% of employees in this study indicated they “would stay at a company longer if it simply invested in helping them learn.” With our increasing disparate workforces, facilitating this type of ongoing education has become even more challenging.
But with the technology inherent in UCaaS, you can easily and more effectively provide this valuable resource to your employees. With tools such as video conferencing, screen sharing, chat, file sharing and more, removes the barriers between your organization and your employees. No longer would employees be required to travel for ongoing educational opportunities but could attend from the comfort of their home or office.
Employee Satisfaction has a Direct Impact on Customer Satisfaction
According to this survey, there is a direct correlation between employee job satisfaction and increased customer satisfaction. The survey has found that organizations that focus on employee engagement and satisfaction see 2 times more customer loyalty – which results in better customer retention and customers that are more likely to refer their friends and family to your offering. And what is the number 1 killer of employee satisfaction? An imbalanced work/life balance. Employees who are encouraged to take time for themselves and are able to make family needs a priority are significantly more happy than those who don’t have a proper work/life balance. This is so important that the USF Corporate Training and Education has listed it as the 2nd most important way to improve employee satisfaction and engagement. And unified communications facilitates this by providing the flexibility your employees need to choose where they work and connect with their coworkers and your customers.
Help Improve the Customer Experience with UCaaS
As you can see, UCaaS can clearly facilitate a better work/life balance which leads to higher employee satisfaction and results in an improved customer experience. Learn more about how UCaaS can expand your reach and customer experience.