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3 Ways to Use a Contact Center for Growth and Expansion

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2nd Apr 2021




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Business owners spend a lot of time trying to figure out ways to grow their companies without busting their budgets. They do everything from launching campaign ads they can't afford to special promotions that hurt their bottom line more than help it. However, the best way to grow your company is to increase your capacity to provide customer service.

Whether you sell insurance or style hair for a living, the customer experience decides the trajectory of your business. Virtual contact centers are the ultimate customer service tool for companies that want to be more accessible to their customers. Over the years, contact center software has helped companies do a better job of being there for customers and has also helped convert web surfers into paying consumers. Continue reading to find out what this powerful technology can do for your company.

1. Contact centers save time and money.

Don't you love it when you call a company for customer support and you have to grow through a litany of menu prompts and transfers until you're asked to hold for 30 minutes to speak with the right agent? If you answered no to that question, you answered correctly because no one likes waiting in a queue hoping to be the next caller to get through to a live agent.

Some contact center software programs offer interactive voice response (IVR) tools to help companies streamline their customer support calls. IVR is like the self-checkout kiosks in grocery stores but for customer service phone calls. Even though IVR systems are automated, callers can still state their problem to the system in their natural language and trust that the IVR tool correctly heard their concern and is working on it.

If you want to provide a better customer experience for your customers, IVR technology is a good start. Allowing customers to quickly find solutions for themselves using your IVR system frees up your essential employees to concentrate on more important tasks while your IVR tool handles your inbound calls. Before you invest in a contact center with IVR call center software, you must shop around and find the best deal for your needs and budgets.

The best thing about an IVR system is its low operational costs. That means a contact center with IVR call center integration is an investment you and your savings goal calculator can agree on.

2. Omnichannel solutions help companies to expand their marketing efforts.

Even though people perform to get customer support over the phone, they love to shop online. However, a lot of companies miss out on opportunities to convert web surfers into buying customers. With a virtual contact center, you get the power of artificial intelligence and automation working together to engage with customers before they have an opportunity to leave your website.

One of the tools contact centers use is bots that engage customers when they visit your site by initiating contact with them. You can use bots for anything from offering special promotions to customer assistance with a problem. The main point of using bots on your site is to get customers to interact with your site, which is good for your SEO whether they buy something or not. 

Furthermore, you can also engage with customers via live chat and provide them with support in real-time. With call center and website integration, you can even take a live chat to the phone lines, and the customer can pick up their phone call where the chat ended and with the same agent.

3. CRM integration into contact center software creates a personalized customer experience.

The best way to grow your revenue is to generate loyal customers. By integrating CRM into your contact center software, you get in-depth insights into what your customers want. Armed with that information, you can create a personalized experience that will keep your customers coming back and bringing their friends and family as well.

As you can see, virtual contact center software allows companies to provide customers with more solutions across more channels, create a personalized customer experience, and even bolsters their marketing attempts. So, if you're trying to grow your brand, it's time to get obsessive about customer service.