Take Control of Your Customer Service Experience with Unified Communications

Take Control of Your Customer Service Experience with Unified Communications

We know how crucial it is right now to stay in control of each aspect of your business. Providing a great customer service should always be near the top of your priorities though and there is useful technology out there to help you with this.  If you know us here at Berry you will know how highly we rate Unified Communications technology, but in case you are unfamiliar with UC let’s get you up to speed.

A Unified Communications service is an application that allows you and your team to access all of the tools of your office’s phone system on any of your devices.  This means that you always have the best range of communication methods available to you, even when you aren’t in the office.

It is easy to see how this technology could have a variety of benefits for any business that is looking to boost its productivity or to create a more flexible working environment, but its uses in the world of customer service are plentiful.  So, let’s talk through just what bringing a Unified Communications system into your business can do to benefit both your team and your customers’ communication experience.

 

Make Teamwork Easy and Efficient

This sounds self-explanatory but there really are ways that Unified Communications can massively help teamwork and collaboration at every level of your business, and this can have a knock-on effect on your customer service. 

A really good example of this is instant messaging, in a UC app you can send SMS messages to your team.  This is more than just texting though, and you can use this system in a variety of ways;

  • Communicate with colleagues during webinars to make sure everyone is getting the best experience
  • Message support staff whilst speaking to a customer to resolve issues quickly
  • Make sure that customers get the right assistance by simply asking the person who can best help them. 

Utilising instant messaging properly can change the way your team approaches collaborating together, and this all leads to a more streamlined customer service experience.

One of Unified Communications’ greatest selling points is its ability to facilitate remote working and there is good reason for this.  Remote workers can work as productively and sometimes even more than their counterparts in the office as long as they have the correct tools for the job.  According to a study by CoSo Cloud, 77% of remote employees say they're more productive when working from home.

Being able to quickly access all of their office communications equipment quickly through a UC system in order to maintain strong connections with their customers and colleagues can be absolutely vital to maintaining a great service.

 

Enhance Every Role in Your Business

In the customer service process just about everyone in your business has a part to play.  From salespeople to support staff, anyone that interacts with customers on a daily basis needs a communication system that is easy to use and versatile enough to meet their needs.

Unified Communications can be an absolutely essential tool for salespeople.  Whether they are on the road or working remotely, UC allows them to access whichever tools they need for communication instantly instead of having to wait until they are back in the office.  Similarly, having access to the best in video conferencing technology through UC, no matter where you are working, means that you can effectively handle face-to-face customer relationships from wherever you choose to work.  Which provides your customers with a great experience even if you can’t reach them in person.  Having a UC system opens many doors for sales teams, including handling the entire sales process remotely.

As for customer-service teams or tech support UC can help to resolve issues quickly.  Being able to see which of your colleagues are online at any time means that you can make sure customers get in touch with the right person quickly.  This ‘presence’ system is ideal for creating an effective customer service experience as it means that they can receive a service that is tailored for them without having to wait on hold for half an hour.

 

Allow for Productivity in Any Environment

In the past few months, we’ve all seen how important it is for a business to be able to adapt to a different working environment.  Your customer service is one of the first things that can suffer if your team aren’t properly equipped to work from home, as lack of equipment or options for collaboration can severely limit their options.

Unsurprisingly, Unified Communications have got your back here as well.  A good UC app can function well on your PC, Mac, tablet or smartphone, so you can access any of the communication tools you would expect from your office, anywhere.  Giving your team the ability to remain confident with the tools that they have at their disposal means that there is no more having to rely on home equipment, that may not provide the same service as your office phone system.

The digital presence we mentioned earlier also plays a part here. Even when working remotely, your team can see which of their colleagues are available to call or help with a customer. This promotes a more collaborative environment and means that your customers are always receiving the help that they need, even when face-to-face interaction isn’t possible.

 

We hope that this demonstrates just how versatile a Unified Communications system can be for your business.  On every level of a team and no matter the scale of your operation, the ability to create more versatile communications can massively enhance the way you handle customer service.  Find out more about Berry’s UC solutions, and our other services today.