For many companies in spring 2020, business models shifted from tried and true operations to everything happening over the phone. It was uncharted ground, where distancing became the prime directive and in- person interactions were by necessity curtailed. Phone call volume soared to unprecedented levels, resulting in widespread busy signals. Crisis or not, for many organizations the phone has become the front door – and business has changed for good. In this new terrain, how can you enable your customers to meet demand not only now, but for the foreseeable future? How do you know you’re delivering a great experience when you can no longer see your customer’s reactions? Many organizations, across multiple industries, are finding new communications and collaboration tools – such as Unified Communications and Contact Centers as a Service – to be indispensable gear for the new landscape. These solutions help businesses of all types meet and exceed customer expectations, drive productivity and accountability, and also provide a positive experience for employee.
HOW DO YOUR CUSTOMERS YOU KNOW WHEN THE PHONE COULD – OR SHOULD – BECOME THE FRONT DOOR? WE’VE GATHERED SOME OF THE “SYMPTOMS.”
RESTAURANTS AND TAKEOUT
Even small restaurants and take-outs can encounter bottlenecks with traditional phone systems. In Kentucky during the early months of 2020 and as dine-in patrons shifted to take-out, callers often heard a busy or call waiting tone due to greatly increased demand for delivery and pick-up. That meant lost revenue when the shops couldn’t get to customers in time and capture their orders. Using Elevate®, restaurants can route calls into specific groups of agents for orderly distributed answering, with the option to play a recorded list of specials while customers wait. Building on this capability, Contact Center Express® offers real-time metrics, such as the ability to see calls in queue, wait time, abandoned calls and more. Express also offers smart greetings, keeping callers educated on wait times. Finally, the product delivers extensive built-in reporting, helping managers gauge customer satisfaction now and over the long haul. Click below to learn more and schedule a free consultation.