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More Organizations Are Getting Their Heads in the Cloud - Why You Should, Too.

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More Organizations Are Getting Their Heads in the Cloud - Why You Should, Too.

August 11, 2016

When a customer picks up the phone or presses submit on a contact form, it’s not because they have time to wait. Connecting with a company is a request for a timely, direct response. It’s why waiting on hold is a No. 1 frustration for customers across industries. Time is valuable. And when companies ignore that value, loyalty fizzles.  

That’s where callback comes in. Eliminating hold time provides an opportunity to increase customer satisfaction while boosting loyalty. So why aren’t organizations lining up to implement callback solutions?

Until recently, callback primarily suited larger companies with an existing on premise contact center platform, making it difficult for smaller brands and their respective budgets to justify the investment.

With cloud technology, however, that time is long gone. Now, organizations of all size are adopting callback in the cloud. Here’s why you should, too.

Remove infrastructure.

Before the cloud era, companies had to purchase, install and maintain software and hardware on premise. And if the company was experiencing an influx in calls, it was nearly impossible to scale technology investments without changing the physical footprint.

Companies of virtually any size can now reap the benefits of taking customers off hold. By hosting callback solutions in the cloud, there’s no need for infrastructure investments. The only requirement is selecting the needed capacity before a company can easily deploy a solution. Even if an uptick occurs, increasing availability is a matter of a few clicks.

Increase multichannel visibility.

Customers expect to receive a consistent experience regardless of how they connect. After all, they’re speaking with a single company and expect a single voice. Throughout an organization, however, managers typically own different communication channels, creating silos of expertise, technology and workflows. What results is a customer journey with potential friction when hopping from one channel to the next.

Cloud-based platforms, however, break down these silos by increasing channel visibility. With channel-hopping customers, this integration becomes critical for customer satisfaction.

Making connections across a single platform in the cloud improves everyone’s experience. Employees are happy, because they get visibility into all channels, while never having to give up control of their own channel. And customers are satisfied because they can now request assistance on any channel, at any time, without worrying about inconsistent service.

Implement seasonally.

Tax season. Open enrollment. Holiday travel. These are the times when inbound calls, agent workload, customer hold time and frustration

Jaime Bailey

increase exponentially.

While implementing solutions like callback would traditionally be an easy fix to smooth out ongoing peaks and valleys, it’s difficult to justify spending large dollars and a lengthy deployment time for an on premise system that’s used once – maybe twice – a year.

Cloud-based platforms mean lightweight integration, allowing companies dealing with inbound spikes to implement solutions immediately when needed. And, with simple, subscription-based pricing, businesses can pay only when callback is in use – easing the pain of seasonal demands.

Be remembered.

As customers, we all want to feel valued. At its core, callback does just that. By saving customers’ time and energy, companies can leave an immediate, positive and memorable impression.

Additionally, callback solutions give organizations a way to analyze the customer journey across channels. By obtaining contextual data before a connection is ever made, customer service agents can improve the relevancy of each interaction.

With cloud-based solutions, more and more organizations are incorporating callback and connecting with meaning. And it’s no surprise why. 

Edited by Alicia Young

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