Online Customer Service
Quality customer service is crucial to customer loyalty in the interactive world. Research shows that over 90% of customers would leave your business after just one bad customer service experience. However, there is a way to prevent customer attrition and deliver the experience that your customers have come to expect from your brand.
The key is to meet your customers where they are. This means opening a pathway for them to reach your customer service agents in multiple places online. From using web chat to facilitate real-time secure messaging to video calling features that allow for face-to-face communication, you must be able to provide service via the channels that are most comfortable for them.
When you choose Telecom’s comprehensive suite of online services, you can give your customers the communication solutions they need to make important buying decisions. With our extensive array of online solutions, you can offer customers the flexibility to contact you when and how they choose to.
Online Services
Our team is committed to staying ahead of the curve to meet the demands of our clients and their customers. With tools like instant web callback, automated email management, and bots, Telecom is able to leverage a wide range of new technologies to deliver an extensive range of services. These include:
- Web Chat: Provide customers access to real-time interactions with customer service representatives (CSRs) via secure text chat and messaging.
- Web Callback: Enable website visitors to request a callback, allowing your customers to instantly establish a voice connection with a CSR simply by clicking an icon.
- Web Collaboration: Allow customers to synchronize browsers with CSRs in a collaborative environment. Web collaboration is browser-independent and does not require additional software installation.
- Email Management: Reply automatically to customer email inquiries with a personalized response.
- Text Messaging (SMS): Offer customers the option to communicate via text message and provide a convenient communication channel that drives quicker issue resolution.
- Social Messengers: Monitor and reply to customer posts and inquiries across a host of popular social media messaging platforms.
- Video Calling: Provide customers video calling functionality from within a chat session.
- Bots: Decrease costs and increase customer satisfaction by automating responses to FAQs across multiple channels.
With so many communication options available, it’s easy to wow your customers and curate an experience that casts your brand in the very best light. We can even create custom video, email, chat, and SMS messaging solutions. These allow our clients to choose the communication channels best suited for the audiences they serve with complete trust that our agents will ensure an excellent experience across the board.
Multi-Media Channels
Seamlessly blending multiple media channels is essential to keeping customers engaged and satisfied. Email and text notifications have become part of everyday life and are routinely used to send messages, alerts, and reminders. With Telecom’s online solutions, your customers can take part in engaging, real-time, two-way conversations across the communication channel they prefer.
We offer a complete blending of all media channels to provide your customers with a true omnichannel experience. From one platform, our CSRs can communicate with your customers across their preferred channel – all at the same time. CSRs can handle email messages along with voice calls, chats, and mobile communication channels. This single view of your customer’s experience gives our CSRs the tools needed to ensure a consistent experience across all channels, improve the speed of resolution, and ultimately increase customer satisfaction.
These exceptional tools add up to a better customer experience and ultimately lead to increased sales and more satisfied customers. When bundled with our other service offerings, you can provide your customers with unparalleled communication options.
How Telecom Delivers Quality to Our Clients
Telecom employs only highly-qualified domestic customer service agents. All our agents communicate fluently in English and possess advanced technology skills that make them experts at using the latest CRMs, text messaging platforms, and software suites.
We conduct everything from an initial screening to extensive work history, reference, and background checks. This due diligence ensures that everyone who makes it to the team possesses a professional attitude, natural communication skills, and an enthusiastic demeanor.
Our team also understands that quality is defined as our ability to meet each client’s individual requirements and standards. This is why Telecom offers customized customer service programs. As our client, it is up to you to decide the length and type of training agents receive, the number and profile of agents you want on your team, and the brand messaging and experience that should be incorporated into the dialogue plan.
Perhaps data shows that your customers love web collaboration tools. Alternatively, they might prefer to get their help from social messengers. With us, you’ll be able to efficiently and effectively reach your customers by specifying which contact channels we employ.
Of course, we don’t simply put a customized plan in place and expect agents to deliver results on their own. Our quality assurance process is designed to monitor and support agents as they deliver the very best service experience to your customers.
Team leaders observe all customer communication channels in real-time, measuring agent success against your chosen performance criteria. We will check for professionalism, adherence to brand messaging and dialogue plans, and resolution of customer issues.
When it comes to delivering high-quality online customer service, you don’t have to take our word for it. Our team provides QA report cards on a regular basis so clients can verify performance and discuss changes as they see fit.
A Better Experience Across the Board
Today’s customers have high expectations of the businesses they purchase from. Not only do they expect your offering to enhance their lives, but they want you to provide post-sale service and support when and where they need it. This means putting your customers in the driver’s seat and allowing them to contact you how they prefer, whether that’s via phone, chat, email, or SMS.
At Telecom, we leverage ever-evolving technology in our everyday operations. We then combine this new technology with time-tested customer service strategies to create the very best experience. By making service convenient, we cater to your customers’ needs and ensure satisfaction with our results at every turn. This is what keeps them coming back again and again.
If customer experience is your priority, Telecom has you covered in every contact channel. Call us today to learn more about how we can help your business leverage multi-channel technology to better serve your customers.