Category

Customer Experience

How to Use Conversation Data to Enhance the Customer Experience

By | Customer Experience, Productivity

Companies have an extraordinary amount of information about customers, but if customer information is not easily accessible, it will gather digital dust. Do not let this valuable information go to waste! Data can be a powerful driver of customer retention and business insight.

Through integrating communications with your Customer Relationship Management (CRM) software, you’ll have all the data you need in one place for both your customers and your team, enabling you to provide the best customer experience from a well-rounded perspective. Read More

Broadcast Messaging – Texting the masses to boost response rates

By | Customer Experience, Productivity, Technology

Reports show that 95% of text messages are opened within three minutes. How are your teams utilizing this new channel? Enable your business to deliver important messages and target key groups, helping to boost response rates. Increase connections with contacts quickly using broadcast messaging. Broadcast messaging provides a cost-effective method of sending bulk text messages to multiple contacts.  Read More

Personalize Your Calling Strategy by Having Local Presence

By | Communications, Customer Experience, Productivity, Recruitment, Sales, Technology

Is your calling strategy personalized? 

Have you ever received a call from a local number, and realized it was a business outside of your area trying to reach you? By recognizing the local number they used, you were more likely to answer the phone. Many businesses take advantage of the familiarity the local presence feature provides to reach their customers faster.  

Establish familiarity and trust with the person you are calling by controlling the number that displays from outbound calls as a local number. With an area code customized to your customer/client location, your phone call has a better chance of being recognized and answered.   Read More

cti, telephony, people on phones, headsets

What is Computer Telephony Integration (CTI)?

By | Customer Experience, Productivity, Technology

CTI stands for Computer Telephony Integration. In essence, it is any technology that allows computers to interact with a phone system, moving control of the telephony platform to a computerised environment. Often this is achieved by taking advantage of cloud technology as opposed to using a more traditional hardware approach such as an on-premise PBX.

You may have already used CTI – directly or indirectly, for example:

  • The on-screen notification you see when a call is coming in? – CTI
  • When you call the bank and you reach the right person that you need to speak to. – CTI
  • When the agent that you’re speaking to knows loads of information about you (once you pass the screening test!) – CTI

Read More