Customer Service Organizations are often the first line to customers and making sure customers are satisfied when hanging up the call is important to maintaining a customer base and building the lifetime value of a customer. Customers are hard to win; retaining them can be easy but also as easier to lose. And with today’s customer service organizations having higher expectations to meet with less budget, finding ways to maximize each phone contact with a customer is critical.
>> Request a Live Demo
Ascendent Systems solutions allow customer services organizations to better respond to their customers by helping them get connected with their customer service reps on the first call even when they are away from their desk.
Ascendent’s voice mobility solutions extend the corporate phone number, voicemail and all the functionality of the desktop phone to all voice endpoints, including cell phones, satellite phones, home phones and WiFi and VoIP phones. Giving customer service reps the full freedom to be reached anywhere on any device can significantly reduce the amount of missed calls and voicemails they need to return to customers. Customers who have their calls answered immediately have a better perception of the company’s responsiveness and therefore it provides more value to them.
Once connected with the customer, reps can have a customer’s questions answered or problems solved immediately even it means that the rep needs to get another person to help answer the problem. With Ascendent, reps can instantly conference in an unlimited amount of people in order to get the call resolved before hanging up the phone and eliminate having to say, “I don’t know. I’ll have to ask someone else and call you back.” Customers who get resolution to their question or concern on the first call are happier customers whereas if they have to wait for a callback they’re less satisfied because the person they thought should help them didn’t or didn’t do it efficiently.
There are also financial benefits to having the Ascendent solution. Being able to complete a customer service call on the first contact not only significantly improves efficiency but it also reduces telecom costs by eliminating separate calls to other people to find the answer as well as the customer callbacks. By reducing and containing costs, the value can be passed on to the customer.
>> Request a Live Demo
|
