The Importance of the Customer Experience Overall, to be successful, companies need to direct their efforts as much to the customer experience as they do to customer service. While the terms customer service and customer experience aren’t the same, and people often use them interchangeably, they bear an important connection to each other. They expect you to continually put their needs first and give them a seamless, flawless experience with every touchpoint they encounter along the way. Essentially, today’s customers want more than a mere sale. They also want you to be available throughout the relationship whenever they need it. Today’s customers expect you to answer their questions, solve their problems, and deliver a great product or service from the time they start thinking about a purchase. Instant access to information and multiple communication channels have changed how customers expect you to respond to their inquiries and requests. With online shopping being so popular, customers now have many more touchpoints with brands. In this series, Aircall experts share their vision of the industry.The relationship of customer service vs customer experience is important to define. The excerpt presented here is part of Aircall’s ongoing “the state of sell” video series. Video tutorials (available in large numbers on the official Aircall YouTube channel).A French language help centre is available to you.Blog (updated twice a week, it features topics such as customer testimonials, VOIP services, and customer service skills, etc.).FAQ (Aircall has a knowledge base that can help you set up your account and use the applications immediately and productively).E-mail (e-mail addresses are dedicated to customer service).Livechat (accessible from the Aircall website, with an average response time of a few minutes).Their New York and Paris offices can be reached in a variety of ways 24/7 if you are English or Spanish speaking, and Monday to Friday if you are exclusively French speaking (only technical help will have to wait 24 hours for a response during normal business hours). With any luck, Aircall will be able to create an integration with your own applications fairly quickly.Īircall also offers a partner program to enrich the possible integrations and meet the expectations of a large number of customers.Īircall’s customer support is arguably one of the best out there. If your business solutions are not listed as integrating with Aircall, you can suggest the brand of sales reporting or CRM software you use. Productivity: Integromat, BlooBirds, Callingly, Intergratly, etc.Support: Freshdesk, Kustomer, Helpscout, etc.Data & Reporting: Zapier, Plecto, Segment, Toucan Toco, etc.CRM: Hubspot, noCRM, Monday, Pipedrive, etc. Sales automation: Salesforce, eDesk, Freshsales, SalesLoft, etc.This means transparency of your contact information, and simplifies your business management and customer relationship management.Īircall integrates with many business solutions, including That’s why Aircall integrates with your usual business management and CRM tools such as Hubspot, Salesforce and Zendesk with just a few clicks. You can thus ensure a better organisation of your sedentary sales force.Īircall understands that you already have your own work habits. You can use this opportunity to communicate silently with your agents to give them advice, without interrupting the communication. Managers can use this to reallocate resources to improve overall productivity.ĭuring a call, you can listen to measure the quality of the exchange. Team leaders can identify success factors and easily detect areas for improvement.Īircall has a range of analysis tools, such as the Live Feed, which provides real-time information on contact centre activity. These performance reports are accurate and easy to obtain. All these performances are centralised and can be consulted on a single dashboard. The indicators evaluated are the volume of calls, the rate of missed calls, waiting times, etc. With Aircall, you can measure the performance of your teams in real time and track their performance over time. Try Aircall Reporting & Supervision Analyse the performance of your calls
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