If you already have Webex Contact Center platform, you’ll know how powerful it is and how much it can do to help you increase your customer engagement and satisfaction. If you don’t, you’re in the right place. We’re going to talk through how using Webex Contact Center can enhance your customer engagement, and you might well find some reasons to consider it for your business.
Understanding the Role of Webex Contact Center in Customer Engagement
Webex Contact Center isn’t just a piece of functional software. It’s designed to make it easy to work with so that agents can help customers quickly and easily, thereby increasing customer satisfaction and engagement.
Webex has only recently combined its communications platform as a service (CPaaS) and its contact centre as a service (CCaaS). This allows businesses to offer omnichannel support, replying to customers at any time and via multiple channels, including text messaging, social media, email, and more. The whole customer journey is now fully connected and easier to navigate from start to finish for both customers and agents.
In addition, Webex provides a visual workflow design tool which allows contact centre managers to design the solution around what sort of customer experience they want to provide. It’s not a one-size-fits-all solution – Webex can actively be shaped to provide the right solution for each business.
The design tool can also be used by any on-site or outsourced software developers to add integrations and create other applications to suit.
Personalising Customer Interactions with Webex Contact Center
With Webex Contact Center, not only can customers contact your business in the way that they prefer, but it’s far easier for customer service teams to find full details of previous interactions and the whole history of the client with the company. Instead of frustrated customers having to repeat the same story to different customer service agents every time they call, agents can quickly get up to date with what has happened to identify what needs to happen next. This alone reduces customer frustrations considerably.
Let’s not forget about the smart use of AI! If a customer initially speaks to an AI chatbot but is then transferred to an agent, they don’t have to repeat themselves. The agent will have full visibility on the customer’s conversation with the chatbot to see exactly what the customer is asking. This will speed up call resolution time significantly.
Leveraging Advanced Analytics for Better Customer Insights
Webex Contact Center analytics contain a huge amount of information you can use to gain insights into your customers and make improvements, with data available within 24 hours.
You can see standard statistics, such as calls waiting, how quickly calls are answered, and how long calls last on average. These are helpful in themselves as you can then add more agents if there’s a longer queue or send agents on breaks during quiet times. You may be able to see patterns emerge over months of statistics to enable you to manage staffing levels and scale up and down as required to answer calls quickly. As we all know, customers do not like to wait for a long time in a queue, so this really can help with customer engagement.
With stats such as ring duration, release time, and final local and remote session ID, it is now much easier to find when a call transfer happened and get the information you need to help customers.
You can also dig deeper into individual agent statistics to improve their performance and help them handle calls better and faster. Not only can you see their basic statistics, but you’ll be able to measure things like how closely agents adhere to company scripts. Call recording is one of the key workforce optimisation tools managers can use to analyse and improve performance.
Implementing Proactive Customer Support with Webex Contact Center
With so much data and analytics available, it’s now easy to provide your agents with customer feedback trends reports. This allows agents to learn more about what customers really want and more about what they actively dislike. They can then learn to manage their calls better and meet customer wants and expectations. Agents may also be able to see any potential issues and nip them in the bud before they become major problems.
In addition, with Webex Contact Center, agents can quickly find and talk to experts within your business to enable them to get the right help they need and in turn provide that to your customers. Problems can then be solved more quickly, which can’t help but increase customer engagement and satisfaction.
You can also build AI-powered bots to interact with customers across multiple channels, including Q&A bots and task bots. It’s then possible for customers to get quick answers to their questions without having to join a contact centre queue. Task bots can also perform tasks such as finding recent transactions, cancelling appointments, checking balances, and more, and both types of bots free up your agents to deal with more complex and urgent queries.
Measuring Customer Satisfaction and Feedback with Webex Contact Center
With Webex Contact Center solution, you get detailed analytics and reporting on all channels, including when customers are visiting your website, who they’ve interacted with, if they’ve talked to any bots, what they’ve bought, and more.
With such rich data at your fingertips, it’s far easier to see what customers like and dislike, what they want more of, and how they feel about your company. From there, it’s a very short step to implementing solutions that provide more of what customers want and improve customer experience at every stage of the customer journey.
If you’d like to learn more about how Webex Contact Center can help you gain customer insights and improve satisfaction, get in touch and have a chat with our friendly team.
BrightCloud Group is the Webex Reimagine Customer Experiences Partner of the Year EMEA. The award recognises a partner that has had the most success with implementing Webex Contact Center solutions to help customers deliver best in class customer experiences.