Whether you’re an enterprise level contact centre or a 2-person operation, making the most out of your inbound calls means you’re able to offer your customers the best experience. With increased competition losing out on new customers or seeing existing customers turn away can be hugely detrimental to your business. Keeping your customers happy at all times should be a primary business goal. Ultimately, when a customer or client is calling into your business, they want to speak to the right person, and they want to do so as quickly as possible. Our inbound telephony features are designed with exactly that in mind. You’ll also save yourself a lot of time and effort, too.
Ready to find out about the key features? Read on…
Ensure your customers are being delt with by the right people, whether it’s customer service teams for queries and issues, salespeople for new customers or finance teams for invoices and payment questions. Calls can be automatically directed to these groups, ensuring that customer queries are dealt with efficiently.
Nobody enjoys waiting on hold, but from a business’s perspective if you’ve got no available phone operators, what can you do to keep your customers happy? That’s where Queue Callback comes in. It allows callers in the queue to either request a callback or leave a voicemail. Giving them this option shows you respect their time and means you’ll end up with happier customer when you do speak to them.
Improve your caller’s experience by routing them to the most appropriate team or individual thanks to the automated IVR feature. An IVR collects information from the caller through their dialpad or their voice which can be used to route them to the correct place.
Inbound Screen Pops
To save your time and make sure you’re fully prepared for each call, inbound screen pops open the caller’s CRM record, automatically when they call in. This gives you the opportunity to offer the best possible experience because you won’t be spending the first few moments of the call searching through your database to pull up relevant information. Screen pops even appear if you decline a call so you can easily make a note to call that person back.
Automatic Call Distribution (ACD)
These features are designed to provide your callers with the most simple and straightforward way of communicating with your company. When used effectively they can be the difference you need to delight your customers. ACD makes use of advanced analytics to route callers to the best available individual. This means if it recognises a customer or client’s phone number, the call can be directed to their preferred contact within the business. All ensuring your customers reach the person they need to solve their issue and members of your team are answering calls that they know how to deal with.
Of course, inbound features are only one side of the story. It’s important to also consider the value of other telephony features such as outbound calls, reporting and multiple communication channels.