Boost your post-sale service with cloud telephony

More frequently than ever, the market is being disrupted by new competitors, technology, and breakthroughs. Even though research and development should continue to be a top priority for businesses, savvy managers and owners must also prioritize one of the essential factors in customer satisfaction, particularly post-sale services, as it is one of the most crucial pillars of corporate success. Businesses now understand the value of creating strong, lasting customer relationships thanks to COVID-19.

Reputable consultants and customer service specialists have also emphasized the importance of a great CX during and after the pandemic. The pandemic has, however, also significantly altered how businesses run. They switched to a remote or virtual work setting, which has different communication requirements. Businesses now want communications technology that is dependable, easily scalable, adaptable, and affordable. Seems difficult to find? It's not! We can help you with cloud telephony options.

Insights into the importance of post-sale services

Consider that you wish to upgrade your work-from-home setup by buying a new laptop. You finally decide on a model after doing a significant study. You've gone beyond the boundaries of your budget to purchase a product that claims superior performance. However, after a few days, you notice a problem with the system and require help. Now, no one is returning your calls or responding to emails, and they have strangely cut off communication.

How might post-sale services be improved by cloud telephony products?

The following factors contribute to the poor after-sale services:

• The absence of agents

• prolonged waits

• Unreliable reaction

It can promote user engagement and provide 24/7 availability, and internal communications. Let's examine it in greater detail.

1. Ensure constant accessibility

At any hour of the day, a customer might require assistance or run into a problem. You must make sure that your company's lines of communication are open for clients to use whenever they're ready, as nothing more than a responsible business owner. This does not necessarily include adding more employees or phone lines, though.

Use IVR and auto-attendant cloud telephony technologies to enable round-the-clock operation. Customers will always hear a kind of pre-recorded message when they call your company, regardless of the time they call. Your clients will sense that they have been heard. The cloud-hosted solution will further produce an auto-alert for something like a missed call if someone phones outside of business hours. This strategy will enable your representatives to contact customers as soon as possible.

2. Make information readily available to customers

Many customers desire immediate responses and are unwilling to wait for a representative. Businesses can gain a lot from automating call channels and documenting typical questions using IVR's self-service capability. Customers who call will hear a message when they do. Through the keypad, consumers can interact with both the virtual menu and access a self-service component. This will reduce the agents' workload, even more, allowing them to concentrate on answering complicated questions or problems.

3. Shorten the wait

One of the biggest obstacles to providing high-quality after-sales service is the issue of long lines and waiting times that many contact centers encounter. This measure can be significantly enhanced by intelligent call routing techniques. Calls can be routed automatically based on a variety of factors, including location, time, question, agent skill, etc. The operations as a whole can be greatly enhanced by choosing the appropriate routing strategy. Another cloud telephony function that helps shorten wait times is queue callback. Customers can use this function to secure their "place" in the line and ask for a callback. The customer's experience is improved, and they save time as a result.

4. Make personalization stronger

Cloud telephony systems provide such high levels of CX when coupled with CRM (customer relationship management) software. A pop-up window containing all the pertinent client data, including details on any open or closed cases, shows on the agent's screen as soon as they answer a call. Customers occasionally receive inaccurately or lacking information. This could aggravate the client even more and potentially lose you a valuable client. Two factors are the main causes of these errors. One of two things happened: either the concerned agent failed to route the call to the appropriate division, or, as a result of a lack of sufficient oversight, the agent acted too callously.

Innovative call features, like call forwarding, call transfer, whispering, barging, tracking, etc., provide effective answers to the aforementioned issue. All agents and departments, along with their individual tasks, will be listed on an easy-to-use dashboard accessible by agents. Agents can easily patch a call using forwarding, but instead of transferring capability, they can even summarize the question for the subsequent agent.  

5. Encourage after-sales interaction

Businesses must make an investment in developing campaigns to keep customers engaged even after the transaction in order to create lasting long-term relationships with them. Such efforts would encourage repeat business in addition to increasing brand loyalty.

Exceptional engagement and marketing solutions include cloud telephony services like bulk SMS, voice broadcast, outbound IVR, etc. Inform your consumers on a regular basis by SMS about exclusive deals and promotions. Additionally, businesses can use these technologies to run quick yet impactful surveys. This program would boost consumer engagement and assist management in locating and addressing any trouble points.