With the right software, working in multiple ways is simplified, especially when it comes to complex roles such as sales and support. Such functions require simultaneous control of large data volumes. It is for this purpose that customer care and support applications can also greatly help a call centre. Check salestechstar.com.
Extending quality customer care and support is essential to the growth and expansion of a company. A good service role will ensure the follow-up and good brand recall of a loyal and happy client. Customer service and help are mostly considered a sales function, but it can also reach out and do miracles for the marketing function if calculated well.
In your call centre, there are basically four types of customer service applications that you can use. Each comes with a package of benefits of its own. It is entirely up to you and the needs of your company as to which one you want to integrate into your company.
Here are the four kinds of widely used applications for customer support:
Internet Protocol Voice over (VoIP)
This is one of the most fundamental forms of applications that a call centre can not do without. This serves the primary goal of calling, managing, and accepting calls. In order to make phone calls cheaper, more secure and more efficient, the app uses the Internet. It operates with compatible soft and hard phones, and to do the same, it uses a Private Branch Exchange (PBX). For most call centres, it has now become the medium of choice, as opposed to the conventional phone system.
Here are some of the popular VoIP software features:
Mobile Access Access
Distribution of automated calls
Video calling and conferencing
Control of calls
Tracking Call metric
Managing Customer Relationships (CRM)
The CRM is the company of the database and can not do without call centres. This database contains all the consumer information that allows businesses to provide their clients with targeted and customised marketing and sales activities. It also allows businesses to maintain a steady and long-term partnership with their clients. When combined with the correct solutions, CRM will open up a world of data and analytics for you. Among other features, the programme can basically monitor and record data about customer activities, their web actions, and service requests.