How technical support call center operations benefit from non-voice tools

How technical support call center operations benefit from non-voice tools

OABPO Blog Team Published on March 26, 2014

The availability of various customer service tools, such as social media, text messaging, and live chat, lessened call volumes of many technical support call center firms.

For some call centers, these non-voice tools can be detrimental to their voice operations, but the truth is that they benefit call centers in many ways.

executive using laptop in call center

Customers who have sent queries via non-voice channels may have been increasingly satisfied, but those who use phones as the contact method for requesting customer service remain to have the highest satisfaction ratings. This is what was reflected in CFI Group’s Contact Center Satisfaction Index (CCSI) 2013.

The report further stated that the high ratings are due to the contact centers’ multi-channeling efforts, implying that non-voice tools drive customer satisfaction and improve customer experience.

Non-voice tools as drivers of customer satisfaction

CFI named policies & procedures, contact process, and interactive voice response (IVR) as the three areas that businesses need to focus on in order to increase satisfaction among customers. As integration of non-voice tools into voice-based service simplifies the procedures and contact process, customers who were served by multi-channeled technical support call center firms are reportedly the most satisfied.

But how are procedures and processes simplified if they go through multiple channels instead of one? The answer is that multi-channeled tech support unifies customer information regardless of the platform the customers used to input their personal data.

When a customer sends a written request (via email, chat, or text message), the information becomes available even to phone representatives. This enables them to understand the request better and consult other departments about the problem before giving the customer a callback. As a result, instances of call transfers and waiting periods are lessened.

Non-voice tools that improve customer experience

The CCSI 2013 report asked customers about their most preferred contact method, and 46% chose non-voice communication channels, particularly chat, email, and social media. Instant messaging emerged as the most preferred among the non-voice tools, with 63% of the respondents saying that live chat is not an annoying feature, but rather a useful website function.

call center agent smiling

Forecasting that customers will depend more on non-voice tools in the coming years, CFI suggested training technical support call center agents in email communication and online chat, as well as monitoring satisfaction in social media.

Customers today are indeed savvier, thanks to technological innovations that offer them a wider range of channels to get product-related support. The platforms and tools may have evolved, but the need for customer support still remains. Therefore, businesses must keep up by providing the customer service tools that their customers prefer.
 
 

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Interactions with your company shape the #CustomerExperience and how customers perceive your brand. Build a better approach to customer experience management with these tips: https://buff.ly/3ynohVB

#WeSpeakYourLanguage #CallCenter
Open Access BPO
Open Access BPO5 days ago
Developing countries, including India, Indonesia, and the Philippines, showed 30% increase in gig platform use.

See how Open Access BPO empowered a leading #GigEconomy platform with tried-and-true #CX and process management solutions. Get your hands on our exclusive market insights today: https://buff.ly/2WwrLqR

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO5 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/2Vhw7BB

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
With their ability to solve simple issues instantly, chatbots allow brands to make the always-on consumer happy.

Enhance your #LiveChat support strategy with these 7 best practices: https://buff.ly/3lbuHn4

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Get a glimpse of what The Open Access Difference can offer your business in the #GigEconomy: https://buff.ly/3zN708T

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO1 week ago
Here are five ways to help your business gain a deeper understanding of your customers' needs:
✔️ Put yourself in their shoes
✔️ Conduct customer research
✔️ Gather #CustomerFeedback
✔️ Go to social media
✔️ Maximize your #CRM system

Read more: https://buff.ly/2TAVDRN

#WeSpeakYourLanguage #CustomerService
Do NOT follow this link or you will be banned from the site!