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The best tech stack for teams that focus on customers

91% percent of customers say that excellent customer service makes them more likely to buy from that company again. Putting customer satisfaction at the center of your sales process is a powerful asset for your business.

We all know what it's like to be the center of attention. When this happens between your support team and the customer, it creates a sense of connection, mutual understanding, and a shared purpose for success. Problems get fixed, and both the support team and the customer can celebrate.

There's no doubt that some of this has to do with the way people are wired, with the way we can quickly connect and understand each other.

But some of the magic comes from how you work and your technology. That's why we will talk about how you can improve your customer-focused support tech stack.

  What it means for support teams to put the customer first

The Best Technology for Help Desks

1. Automating Manual Tasks

2. Making the perfect playbook for support

3.Putting the support team on the right track to success

4. Making customers happy

5. Making remote places easier to live in

 What it means for support teams to put the customer first

There are many ways for support teams to do well. It can come from reaching an important goal, making money, or solving a problem. But even though success can look different, it starts with a deep connection between support teams and their clients.

 For support teams to make these connections, they need three essential things:

Being able to cut down on resolution times

A way to collect and share good things that customers say

Effective ways to deal with customers who aren't happy

So, what are the main parts of a tech stack that builds on these three areas and changes the crucial connections between customers and support reps?

 The Best Technology for Help Desks

It's hard to please a customer if you don't first show that you care about them. Because if you want to help solve a problem in a way that people will remember, you must first understand it.

When it comes to building empathy, nothing is better than hearing a person's voice. Every time we talk to someone, we make many small changes to our cadence, tone, and other things that help us connect with them on a deeper level.

Because voice is so powerful, and support team that wants to use technology to bring people closer together should start with a cloud-based calling system. With that as a base, it's time to start putting together the best technology stack for customer-focused support teams.

1. Automating Manual Tasks

Support teams will have more time to create moments that customers will remember if they don't have to spend as much time on repetitive tasks. Even simple administrative tasks can take up a lot of time each week, and with the technology available today, agents don't need to waste this valuable time.

Keeping track of information doesn't take a lot of time or resources if you connect a cloud-based calling system to your CRM and help desk tools.

Before agents are connected, pop-ups give essential information about the customer journey, so teams are set up to help. Live notes can also be taken, and the agent's comments are linked right away to the call. At the same time, the length, direction, participants, and recordings are automatically recorded, making it easy to pass on information when needed.

This also means that your team and customers are less likely to repeat themselves, which is one of the most frustrating parts of customer service, and more likely to feel like they are part of a unique interaction.

 2. Making the perfect playbook for support

When you work in support, you learn to be ready for anything. It's normal to get a curveball (or three). This makes for a fun and rewarding workplace, but it can make things harder for people starting. Because of this, it's essential to think about how your technology helps with the onboarding process.

Instead of bringing out the 10-year-old handbook, train your teams with real-world scenarios that use new technology:

Call recording is a must-have for building a library of helpful training and learning data, and it can be set to start automatically.

AI and sentiment analysis allow you to dig deeper and learn from positive, negative, and neutral feedback.

On the other hand, Call Coaching features to help new agents by letting another team member coach them on the phone without the customer knowing.

Putting the support team on the right track to success

When customers are on hold, it's harder to have meaningful conversations. To cut down on wait times and improve your chances of success, you should avoid wasting time on calls that don't need to be redirected. Several features of cloud-based calling can help:

Drag and drop IVR can help you quickly answer frequently asked questions and route calls by using pre-recorded answers.

Call Routing then lets you quickly send customers to the proper departments, and the dial pad makes it easy to see what options are available.

Skills-Based Routing goes a step further by letting calls be sent intelligently. For example, if the system knows that a regular customer only speaks Spanish, it can connect them right away to an agent who can help them.

Once your customer is on the phone, you also need features that make it easy for agents to connect quickly with empathy:

Putting a tag on the call, like "Finance" or "Tech issues," can make it easier to keep track of questions and solve challenging problems.

Call Assignment makes it easy to send calls to the team members who can help the most.

Warm Transfers let you talk to the other agent quickly before the customer calls so that you can share crucial information.

These features help both customers and support reps make sure they are always talking to the right person at the right time. This makes sure that the conversation goes well for everyone involved.

 4. Making customers happy

Even if an agent is meeting a customer for the first time, that doesn't mean they have to start from scratch.

With the help of Insight Cards, you can have more interesting conversations. These show all kinds of information about the customer, like their status, their last interaction, and even the weather in their town.

This speeds up the time it takes to solve problems and helps agents connect on a more accurate level. This opens up new chances to give customers the feeling that they are the center of attention.

5. Making remote places easier to live in

Working from home is here to stay. For example, in the U.S. and U.K., the number of people working from home is expected to go up five times compared to before the pandemic.

A cloud-based calling system is an excellent fit in this world of hybrid work. With just a few taps, you can set up your support team so that they can stay in touch no matter where they are. Even support teams that are spread out aren't broken up! Instead, cloud-based calling makes sure that customers still have the kind of caring, all-around interactions that make a successful interaction.

Support roles are based on interactions with people. So why not start making tech stacks that help us connect on an emotional level?

Each customer will call with a different set of needs and hopes for how they will be helped. But if we trust in the power of the right tech stack to change things, we can't go wrong by always putting them first. This will only help our teams and our customers.

And once you start optimizing for customer-centricity, you'll see other measures, like resolution time, customer satisfaction, and employee engagement, rise along with the tide.

Find out about the modern communication method that helps support teams make great customer experiences.

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Make Outbound Calls Successful with a Predictive Dialer

Every second counts when it comes to sales.

Time is money, as everyone knows. This is why cloud-based predictive dialers are popular right now. Predictive dialers are a must-have for most businesses or organizations in today’s market. They save time and make the most of outbound calls by connecting agents to possible leads.

No longer do agents have to dial numbers to call customers manually. The manual dialing system took a lot of time and was hard to predict. Before, agents had to manually dial calls, wait for customers to answer, and handle everything by hand.

So, they spent most of their time dialing numbers and waiting for the call to be answered instead of selling, which was their primary job. Because of this, they could only make a few calls a day, which used to hurt their income.

Predictive dialer software solves these problems by automating things like automatic dialing, managing a list of contact numbers, scheduling calls, sending notifications, reports, and many other things that help the agents.

Every type of outbound call that your call center makes can be made with a predictive dialer. According to a study by Instapage, about 32% of marketers say that outbound calls are a very effective way to promote their marketing strategies and bring in new leads.

The development of predictive dialer software has helped improve the outbound calling strategies of several companies.

PR Newswire predicts that the predictive dialer market will be worth $12.19 billion by 2028.

What is an automatic dialer?

A predictive dialer is an automatic dialing system that can call multiple numbers from a list of phone numbers. It is used to make outgoing calls. The dialer is good at filtering out calls that go unanswered, get a busy signal, go to voice mail, or go to a number that has been disconnected. When a customer picks up the phone, the call is automatically sent to an agent who is available.

At first, dialers were made so that agents didn’t have to dial phone numbers by hand. Aside from this benefit, the predictive dialer also increases the number of connections and decreases the agent’s time spent waiting.

The main advantages of predictive dialers

1. It helps you manage your time better

When it comes to call centers, time management is essential. Predictive dialers help with call management by using an algorithm. It figures out when the agent will be on the phone with a client and how long. It also ensures that the agent doesn’t waste time by getting a busy signal, a recording, or an answering machine.

2. Made agents more productive

The time it takes an agent to dial a number by hand is cut down by predictive dialers, which dial the number automatically. It also cuts down on time it takes to connect calls and tries to put agents in touch with customers right away every time. So, it helps to make people more productive.

3. Good management of the lead

Most predictive dialers come with lead management software built right in. Also, they can filter out numbers that say they don’t want to be called, busy signals, and voicemails. This makes sure that the numbers to be dialed work and are suitable for calls.

Key Features:

1.Use Predictive Dialer to improve your outbound call center.

Before we go into detail about the features of a predictive dialer, let’s talk about a few questions.

Do you use a predictive dialer service for your business? Or are you still not sure how a predictive dialer works and what it can do for you?

Don’t worry, and We’ll talk about the features of predictive dialers here so you can find the answers to all your questions and learn more about them.

Campaign Management 1. Predictive Dialer

Managers can run multiple campaigns from the same login with the help of predictive dialers. Managers can also change marketing campaigns to meet their own needs.

Managing a campaign means making changes, pausing it, starting it over, deleting it, etc. Campaigns are run so that the business can reach its goals.

2. DNC Management

With this feature, you can choose to stop telemarketing calls. DNC is the list of phone numbers that people have registered with the government so that they don’t get sales calls.

So, call centers can’t call DNC numbers, and if they do, they have to pay telecom authorities a lot of money in fines.

Predictive dialers have a feature called “DNC management.” This means that it checks the contact list to find the DNC numbers and gets rid of them to make sure you can call for free.

Read: Auto-dialer: The Key to Making Agents More Productive

3. Personalized calling

Every country has a different time zone, and predictive dialers remove numbers from a list based on their area codes and time zones. This feature makes sure the customer gets a call at a specific time.

The predictive dialer compares the country name, the area code, and the time you want to call to find the best time to start dialing.

4. Detection of an answering machine

With Answering Machine Detection (AMD), the numbers on the answering machine are filtered out. Also, predictive dialers make sure that a natural person answers the call before sending it to an agent.

An agent will only be connected to a call when the customer answers with this feature. This saves a lot of time.

5. Recording and keeping track of calls

Call Recording is the most wanted feature because it lets you record calls for quality control and training. Managers can listen to the calls from the past at any time with this feature alone. They don’t need any other equipment or device. Recordings can also be saved for use in the future.

Predictive diallers record all calls in HD quality and save them in the cloud for later use.

You can use a predictive dialer’s Call monitoring feature to keep track of everything that happens during a call. It tells you which agents are on calls and which ones are not. You can also use this feature to check out the call quality between calls.

It also helps new agents learn on the job because they can learn from other agents. Also, the most essential features of predictive dialers are barging and whispering, which let managers add their thoughts to a call that is already happening.

Call whispering lets the manager talk to the agents while they are on the phone, but a third person can’t hear what they are saying. So, it’s good for agents to be good at taking care of customer calls. Call barging lets managers talk to both the agent and the customer simultaneously. This makes it possible to handle any question faster and without putting the customer on hold.

Read more: Features of the Best Autodialer Software That Will Help You Make More Sales.

6. Setting up reminders and calls back

A call feature on the predictive dialer helps remind the agent to call back at a customer’s preferred time. This feature helps keep track of things.

When a customer gets a call back at the time they want, there are more opportunities to turn leads into sales.

At the beginning of the day, when the agent logs into their system, a list of callbacks pops up. This feature is helpful for keeping in touch with customers who have asked to be called back later. Here are a few things that make predictive dialers great software for your call center.

How does a Predictive Dialer Work?

Now, let’s look at how predictive dialers work. So, a predictive dialer does precisely what its name says it does. This software figures out when the agent will be free and calls the number for the agent at that time.

This software uses an algorithm to figure out when the agent will end the current call and dial another number for the agent at that exact time. It helps agents be as productive as possible, which cuts down on the time they waste.

When predictive dialers work well, agents get calls in a steady stream with little to no downtime. Here are a few easy steps that show how predictive dialers work:

The dialer software starts by calling the first number on the list. Based on statistics, it figures out how many numbers each agent should call to cut down on their downtime.

Then, the dialer looks for answering machines, busy signals, and no answers and filters them out. It also connects live calls to agents.

Using the algorithm and data from previous call attempts, the dialer can estimate how long it will take an agent to finish the call and then dial the following number.

It figures out the estimated dialing rate based on the statistics, the percentage of not answered calls, and the contact rate.

Conclusion

Many companies sell predictive dialer software today. Most of it is cloud-based. Imagine that you want to find the best predictive dialer software. In that case, you should choose one that has features like call scheduling, call monitoring, dynamic caller ID, answering machine detection, etc. The essential part of running a thriving contact center is giving customers a good experience and making them happy.

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Using AI Chatbots to Increase Your Sales

In the next few years, artificial intelligence (AI) will have a profound impact on the way businesses operate. At this point, more than half of all worldwide companies are using AI in some capacity. Furthermore, during the pandemic, demand for digitization and automation has gradually increased, and this trend is expected to continue post-COVID.

Over the next three years, over two-thirds of corporations plan to increase their investment in artificial intelligence (AI).

McKinsey

AI chatbots are revolutionising sales in industries including travel, hospitality, and retail. AI is also used to automate processes in B2B, manufacturing, and engineering.

The Importance of AI Chatbots

Automating sales, customer communication, onboarding, and compliance processes using AI chatbots is a win-win for businesses. AI-powered chatbots, both internal and external, are widely employed to address critical business issues by enhancing efficiency, productivity, and transparency.

Nowadays, chatbots are widely employed to provide teams with the tools they need to increase sales through automated engagement. A whopping 46% of worldwide businesses have implemented AI-based chatbots, and a whopping 28% believe that AI improves the efficiency of their sales teams.

The use of chatbots is a first step toward expanding sales operations and providing new options for teams to provide in-the-moment offers and promotions. With the help of a sales bot, businesses can reach out to their customers at scale while providing them with a totally omnichannel outreach experience.

Understanding which features are relevant to sales organisations is just as important as using AI chatbots. As a result, you’ll be better able to pinpoint the specific ways in which an AI-powered chatbot can boost your productivity.

The Best AI Chatbot Features for Increasing Sales

Chatbots powered by artificial intelligence (AI) are an ideal tool for companies looking to streamline and broaden their sales efforts. If you’re looking to increase sales and expand the capabilities of your sales force, these AI chatbot characteristics are essential.

Smart Routing by Automated Software

Using AI-based chatbot integrations, it is critical to intelligently route customer conversations to the appropriate sales representatives who can deliver personalised information.

AI-powered chatbots give clients with a vital feature: smart routing, which is based on thorough customer profiling. A upshot of this is that sales representatives have direct access to prospects that are extremely well-qualified and who they may contact immediately through chat or phone.

Agent Empowerment through Information Management

Conversational inputs and automated algorithms can provide real-time sales promotion analytics during talks. Instant promotions, discounts, or codes can be provided with customers within seconds thanks to customer insights generated at scale.

Scheduling, prospecting, reminders, and follow-ups are all examples of tasks that can be automated to improve sales.

a powerful NLP Engine and ML Capabilities

Customers’ chats can be understood by chatbots because of their robust NLP engine and machine learning base. It has the ability to comprehend a variety of linguistic settings while also providing the most appropriate answers to sales inquiries.

Context-rich communications that provide specific solutions boost chat conversion rates for sales promotions.

Chatbots allow for a variety of inbound contact methods.

Multi-platform engagement must be automated and scaled up by enterprises. Customers can have a seamless omnichannel experience as a result. AI-based chatbot solutions enable companies to conduct interactions across multiple platforms, including mobile, web, and chat. It is possible to increase sales in a wide range of products by delivering an engaging user experience.

The onboarding process should be streamlined to save time and money.

Pre-sale friction can be reduced by streamlining onboarding, which is quickly becoming a priority for businesses. On the one hand, quality leads can be passed to agents for follow-up, while the onboarding process can be kicked off by chatbots. For businesses such as insurance, finance, banking, automobile, and so on, contextual AI bots can help with KYC processes by acquiring consumer profile information.

Automatically Upselling and Cross-Selling Offers

Strategic upselling chances for customers can be provided by AI-based chatbot solutions. The proper promotion can be presented at the right time based on the information shared, the context of the conversation, and the customer’s enquiries. In particular, cross-selling products and services benefit greatly from this strategy.

Calling Analytics for Consumer Behavioural Insights

Caller analytics is an essential element for all AI chatbots. The appropriate analytics solution can change the way sales operations are handled, but it can also provide a new gauge for measuring the performance of the sales force.

Using conversational analysis, for example, firms may monitor customer interest, response, and retention with ease. Then, it’s utilised to provide input on product development, new features, etc.

For Chatbots, API integration is easy.

All chatbots should have the ability to easily integrate with third-party APIs. API integration in a zero-code or low-code environment with graphical and intuitive user interfaces can simplify chatbot creation for any company.

As a result, chatbots that focus on specific sales goals can be created by allowing organisations entire freedom in the design process. This has the potential to significantly improve sales performance by allowing chatbot AIs to be more personalised.

Conclusion

With AI-powered chatbots, sales teams will have more options to approach clients on a larger scale. They enhance customer focus, gather key behavioural insights, and provide nimble sales chances that other systems can’t. Using these top AI chatbot features empowers sales teams, providing them with the right tools to communicate with customers more effectively.

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