Brand trust has become the top priority of customers, especially in the COVID-19 pandemic era. But remote working has made it more challenging than ever.
Amid this shift, cloud telephony has emerged as the hero of most organisations as they can connect with their customers, no matter where there support teams are working from.
Even as the vaccine rollouts are in full swing, work from home is here to stay, and brands have to collaborate with cloud telephony providersto be available and accessible to consumers at all times.
However, trust and confidence go beyond only availability and accessibility. If you want to build lasting customer relationships, you will have to go the extra mile.
While cloud telephony keeps your team up and running, it can get overwhelming for agents to realign with the change. Defining a clear process will make it easier for agents to handle the new way of work and deliver top-notch services and support to the callers.
Apart from documenting a clear process, it is vital to define goals and KPIs to track the team’s performance. It is also a good time to update your knowledge base so that the team provides consistent performance on the brand’s behalf.
Another step you must follow with your cloud telephony solution is to empower your team with the right tools. To start with, they will need a dependable collaboration tool that keeps all the agents on the same page. IVR is a plus as it helps in routing the calls to the right agents, which improves the chances of first call resolution. Your team will also need a CRM application to keep track of customer expectations and stay a step ahead of them.
Seamless communication is the mainstay of great customer support and brand credibility. It becomes all the more significant when you run your contact centre on the cloud.
Ensure that your agents have excellent communication skills so that they can resolve queries and problems quickly and effortlessly. Excellent communication eases the internal processes and ensures good collaboration among team members as well.
Even with the many uses of cloud telephony, it can still be a complicated technology for your agents, and they will need time to get accustomed to it.
The longer they take, the further you are from building trust and loyalty for your brand. Investing in agent training and education is the best move you can make for a smooth transition. When they are able to resolve issues well, customers will automatically trust your brand even with remote support.
While taking these measures will keep your cloud customer support team on the right track, there are some things you must avoid as well. Here are the things to steer clear of if you want to retain brand trust with cloud telephony.
Poor service quality kills brand trust, more so if you communicate remotely. If your team isn’t delivering a great experience to every caller every time they come around, there are chances customers will leave for good. Even the most advanced technology will not deliver the benefits it could, so make sure that your agents never compromise with customer experiences.
Another thing that your team must not do when working with cloud telephony is to be reactive with customer communication. You have to stay in touch with proactive measures like sending across reminders and updates at the right time. If you are out of sight, you can easily be out of mind, and consumers will lose faith in your brand sooner rather than later. Make sure you are one step ahead of expectations, not behind!
You will probably feel like micromanaging your team as they work remotely with a cloud-based solution, but it is the last thing you should do. The mindset shows that you do not trust your employees, and it will surely reflect in their performance.
When agents aren’t happy with managers, they will not interact well with the customers, which can lead to the loss of brand credibility.
Switching to cloud telephony is no longer a choice, but a compulsion in order to survive and thrive in the new normal. But you cannot afford to be apprehensive about the transition. It will only kill the confidence and morale of your team.
Low morale will act as a negative force for them, and it can even lower their performance as they interact with the customers.
Following these dos and don’ts with your cloud telephony solution will help your business secure brand trust even during a crisis. Stay ahead of them, and you can win the trust game.
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