Streamline Customer Service
One way that retailers can endear themselves is in the area of customer service, and RingCentral’s Engage Voice platform can be used to this end. With the additional bonus of the API, retailers can have their customer service call center react to inbound calls based on an agent’s experience level, the customer’s recent purchase history, the customer’s call history, or the priority of the call. Having this historical background information made readily available to the call agent helps to prepare the agent for the incoming call and, therefore, can help them in solving any issues more quickly.
If the incoming communication from a client is text based, then messages of that type can be picked up by the system. It can also then be scanned for content allowing the system to respond by text if its a simple request for information like an order status. If the message is more complex then the information can be forwarded to a call agent, customer data retrieved, and a return voice call can be placed to the customer to discuss the issue.
Research has shown that 13% of unhappy customers will share their negative company experience with 15 or more people. While even less, 1 in 26 customers (4%), will complain directly to the source of their issue. While on the other hand, if an issue is resolved quickly by a positive service experience, then a happy customer will either remain a customer, become a better customer, or even become a brand ambassador for that company. So trying to be helpful, courteous, and informed while resolving customer issues is the best approach to retaining your hard earned customer base.