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SMEs: Key tools for customer service

Optimizing the overall customer experience is a key strategic objective of companies as it brings to the table three essential elements to provide a superb customer experience: service, quality and cost, elements that when combined manage to enhance a customer relationship strategy and empower employees to ensure a consistent experience.

Leaving aside the volume of business closed per year and the number of employees, businesses need to develop strategies that include customer service and customer relationship channels; adopt new digital capabilities to automate processes; and leverage customer data to control, predict and anticipate their behavior.

Regarding contact centers, we have often heard that "only large companies need to implement call centers." This statement is false because small and medium-sized companies - SMEs - when they have a presence on social networks selling merchandise, also need to manage interactions with their buyers or users.

In this case, wolkvox is the most innovative, reliable, easy to use, and fast to implement Contact Center and CRM cloud solution that allows universal access to the software to be used anywhere in the world. It adapts to the size of each company, without permanence clauses, with variable spending policies and autonomy to increase or reduce licenses according to the characteristics of the operation.

The wolkvox suite provides the essential tools to manage customer relationships, gain insights into stored data to predict user behavior, and adopt new capabilities to transform your business based on varying customer service strategies.

Goal One: Develop an omnichannel strategy supported on a platform that integrates multiple channels based on customer context

If a company's goal is to integrate service channels into an omnichannel strategy and manage from a single unified platform containing rich contextual customer data and to streamline end-user interactions with virtual agents to handle the most frequent customer queries. These are the indispensable tools:

  • Instant messaging: Manage customer interactions from a unified desktop by leveraging popular applications that allow one-way and two-way instant messaging (WhatsApp, SMS, Instagram, Facebook, Telegram, and email), and also by implementing artificial intelligence tools to design conversational bots.

  • Telephony: Select from different Internet-based voice communication service plans (VoIP) for inbound or outbound calls to increase sales and improve customer service with the most competitive prices in the market.

  • Virtual Agentss: Automate your customer service using virtual voice agents (Voice Bots) or instant messaging (ChatBots) created by a simple, and dynamic automation system. The virtual agents allow you to conversationally manage your customers' requirements through predefined responses with agent escalation.

Goal Two: Leverage data to understand customer and brand behavior.

If the goal of this strategy is to use the information contained in reports, databases, and other data capture and analysis systems to control, predict and anticipate the behavior of your customers and brand, the key functionalities are:

  • Historical reports: Understand what is happening in your contact center through consolidated reports that provide a globalized view of the operation and detailed reports that zoom in on key elements. wolkvox Manager provides meaningful and objective data on agent productivity, service level, interaction details, quality of your operation, among others.

  • Real-Time: Collect up to the minute data from your contact center by checking the performance status of your operation in a proactive and nonreactive manner, as the input data in the real-time module is processed in milliseconds to be available for decision making as a good business intelligence practice.

  • Monitoring: Track, supervise and control your operation by monitoring call processes, quality assurance, speech analytics, and chat interactions to perform short-term evaluations on ongoing processes by providing details on key performance indicators for management review.

Goal three: Adopt new digital capabilities to automate processes and manage risk.

If the purpose is to digitally transform the company and the processes that are developed, these are the functionalities needed to execute the project:

  • Use of APIS's: Through APIs (Application Programming Interface ) connect wolkvox with external solutions (CRM, Business Intelligence, Databases, among others) to extract, send, and share information securely.

  • RPA: Through artificial intelligence, organizations can intelligently automate digital RPA (Robotic Process Automation) processes from start to finish utilizing software bots, enabling decisions that before could only be made by humans in a fast, safe, efficient and useful manner.

  • Digital Contract: Validate in real-time the terms and conditions of sale of a service or product by formalizing agreements through a computer based protocol integrated with a voice-recognition system to verify compliance with a sales script used by an agent and then validate the response from the customer.

Goal four: Manage a customer relationship and employee empowerment strategy that guarantees a consistent experience.

If the goal is to optimize engagement actions with customers and employees to provide the best customer experience, the following tools are essential:

  • wolkvox CRM: It is a software solution focused on customer service, sales, and collection processes to manage and automate from the cloud the relationship with customers, integrating data obtained by the agents with the analytical capacity of the tool to achieve a vastly improved customer experience. Additionally, native integration with wolkvox Contact Center will enable management from a unified desktop.

  • Agent Script: Develop a call support script established by means of a rules based decision engine the agent should follow during the voice interaction with the customer. The script guide will adapt answers to the various possible responses from the customer. It is possible to include speech recognition tracking functionality to analyze the conversation and identify the percentage of compliance with the pre-established text guidelines.

  • Quality assurance: Manage the quality assurance of your operation to comply accurately from the first attempt through the configuration of matrices and quality attributes, establish according to the characteristics of the company what actions are considered critical and non-critical errors related to the customer, the business, and compliance with the objective of monitoring the quality to analyze and establish corrective actions.

Why are SMEs important in the economy?

The fact that small and medium-sized enterprises account for more than two-thirds of all employees worldwide, generate the majority of new jobs and represent more than 50% of GDP in OECD countries and 23% in low-income countries is reason enough to confirm their value in the sustainable development goals. In addition, June 27th was proclaimed International Small and Medium Enterprises Day by the UN and the International Trade Centre.