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Customer Experience

Why call recording is a no brainer for businesses

By | Communications, Customer Experience, Management, Product, Technology

If you haven’t got call recording, let us tell you why you need it.

If you care about training and developing your employees, keeping your customers happy or avoiding legal disputes – call recording is a must. Recording customer calls also helps in gaining valuable insights, measuring your effectiveness and improving your sales strategy. Read More

4 top tips for managing call queue times

By | Communications, Customer Experience, Product
Call queues can have a big impact on call centre resources and customer satisfaction levels. Our latest research has uncovered some interesting insights into the impact of call volumes on businesses. 46% of customers said they had purchased from another company or cancelled a contract because they struggled to get in contact with a business. Take a look at our 4 top tips to manage call queues: Read More

4 simple steps: turn customer conversations to conversions

By | Communications, Customer Experience, Technology
The COVID-19 crisis has proven that customers still want to talk. It has also highlighted the need to use other channels to manage more routine traffic. SMS reminders can reduce the number of missed appointments by 19%, so utilising more than one channel of communication can save you time and money.

We have identified four strategies for having better conversations with customers. Take a look in our short video: Read More

8 things to look for in a business phone system and why you need one now

By | Communications, Customer Experience, Product, Technology
Most businesses, particularly new or rapidly expanding ones, would benefit from investing in a cloud-based Voice over Internet Protocol (VoIP) business phone system. The set up and running costs are significantly cheaper, and you can incorporate more professional features such as conference calls, Interactive Voice Response (IVR), and call forwarding. Read More

Business challenge: delivering seamless interaction with customers

By | Communications, Customer Experience, Productivity
Delivering seamless interaction with customers is vital for customer satisfaction levels. 52% of businesses report that a lack of integration in CRM systems is slowing down customer contact, when it is clear that they want seamless interactions. With 68% stating that they get really frustrated if they contact a business and they don’t have their account history to hand.

Find out more in our new research eBook here. Read More