Telephony service desk focused on premium customers

When all clients served by the web front end become equal, the question is how to maintain special relationships with the most important ones. A proven method is offering selected customers premium telephone service.

If we know the phone numbers of our most important clients, we can automatically direct them to dedicated advisers or sales representatives without waiting queuing or contacting our regular call center. If a VIP customer contacts us, and a standard call to the service department requires a long waiting time, we can - based on the calling number - skip the queue and send the call to the service immediately. Caller ID analysis can also be used to filter out unwanted calls. The so-called spam-list can be implemented at the level of the entire company and ensure that phone calls from harassing numbers are rejected.

International customers appreciate to receive the service in their own language. Manual selection of the IVR announcement option by pressing the appropriate number is the simplest solution. However, with a little bit of willingness, we can impress our trading partners by automating the selection of the operating language based on the country from which the call comes. In addition, the advanced telephone system will allow you to identify and verify the rights of the caller by checking the PIN code, password or contract number with a previously prepared register or CRM database.

The quality of service depends not only on the personal approach, but also on the efficiency of solving issues in the shortest possible time. A telecommunications system can help you automate routine tasks. The use of text-to-speech technology facilitates creation of dynamic notifications, e.g. about service hours or current, offered product prices. The keypad of the telephone can be used to automate data entry during a telephone call, e.g. to enter energy meter readings. The data entry functions are also suitable for customer satisfaction research after a phone call or for a survey on any given topic. It is also the easiest and effective way to monitor NPS (Net Promoter Score).

The next step would be the use of artificial intelligence and speech recognition in advanced customer service. Voice bots are great at automating routine processes, but there is controversy in the area of ​​key customer relationships. A premium client usually underestimates talking to a bot, especially when it is not "well trained".

Thanks to the popularization of cloud computing, such solutions, previously possible only together with advanced and expensive telecommunications systems, have become available even to companies of a few employees. Extra possibilities of integration with business processes are given together with REST API connections, which standardize and simplify the exchange of information between telecommunications systems and databases or any other business applications.

Surely, even the most efficient technical solutions will not help if we do not take care of the appropriate competence and customer-friendly attitude of our staff!