It’s true that some people link customer service to long waits, robotic voices, and unsolved problems. However, these people will benefit from the fact that call centers are leaving behind those inefficient methods and improving customer experience with advanced call centers solutions.
Not everyone has fully embraced modern technology, and many still vote for the old agent-to-customer interaction. But human connection isn’t dead: call centers are evolving to incorporate as much self-service as possible to reach the right agents and the best solutions. With visual interaction, customers can detect their issues fast, so the resolution can be faster.
Visual interfaces are innovative and practical
Sitting through a lengthy menu of options only to forget them all and repeat the process can be time-consuming and increase the rate of abandoned calls. Visual interfaces will prevent this situation.
Having a touch-screen desktop you can scroll through and visually pinpoint the problem you’re dealing with is more effective than trying to explain it over the phone. What’s more, speaking with agents through video calls instead of regular calls makes the experience more personalized, and allows professionals to guide callers through the process while being present at every stage. It’s a double benefit: technology is involved, but so is human connection.
Ideally, customers should also have a screen-sharing option, in which call center agents can monitor and even lead callers toward solutions during a live interaction. Depending on the issue, an option to share images and documents should also be available to optimize visual assistance.
Guaranteed satisfaction for both parts
Omnichannel software has one major goal: to make the customer service as seamless and personalized as possible through a wide variety of channels. Whether a customer has chosen to communicate through visual interaction, phone, or email, agents should be able to switch between these channels effortlessly, without loss of information or context and aiming towards full satisfaction.
Although innovations like visual interfaces and streamlined communication are primarily focused on customers, agents also reap their benefits. Without advanced tools, call-center representatives couldn’t do their best and would have to settle for outdated approaches.
With intelligent software, the need for agent turnover decreases and so does miscommunication, thus maximizing both agent productivity and client satisfaction.
It’s not the end for IVR
Even if visual assistance isn’t the platform of choice, customers can get the same individual help from good old phone calls, emails, and other messaging channels.
Even interactive voice response (IVR) programs have left their traditional place to join automated services. Thanks to artificial intelligence (AI) and natural language processing and natural language understanding, a live agent won’t even be required unless there’s a very specific issue, letting them focus on more urgent and complicated inquiries.
Conversational IVRs allow customers to explain their issues in their own words, which directs them to the most knowledgeable agent to solve their particular case. Available 24/7, this practice reduces call volume and costs, positively contributing to the company and its customers.
A variety of solutions in the same company is key to attending to the needs of different customers. IVRs and chatbots work in particular instances, yet visual assistance looks to expedite customer experience in situations that require real-time video guidance.
Specific problems require specific (and fast) solutions, and you can use them all in omnichannel software. Switch from video to call to text anytime, without having to repeat yourself — your conversation will keep its context in all of them as if it was a single interaction from beginning to end.