CRM & Customer Experience Solutions

Exceptional Customer Experience – Every Day, Every Interaction And Every Customer? 

For Advice – Call us on 0330 6600464 

Contact Centres

 

Whether you run an informal or formal Call Centre, a Help Desk or Customer Support Line, this is a customer contact centre. Exceptional customer experience starts with knowing your customer and delivering a highly personalised experience every time. As the primary hub for real-time customer interactions, your contact centre is, and should be, the heart of your customer experience strategy.

However new customers are still considered the life blood of a business and their acquisition can only be maintained by ensuring they too, experience exceptional service. Contact Centre applications can transform customer service from one-off customer transactions to rich, informed, pro-active, sustainable customer relationships. By understanding each customer’s unique needs and preferences you can dynamically manage their experience by bringing the right resources to each interaction. But improving Customer Experience is not just about CRM or other technology, its as much about your staff’s skills and your company’s state of mind towards its clients. 


 

 RETAINING – GROWING – ACQUIRING CUSTOMERS

 

Review your customer experience strategy with us and discover which elements could be improved and what technology is available to help. You may not need to buy new technology and many solutions are available FREE . It could be as simple as smarter call management or the introduction of self service capability for callers. As up to 70% of CRM implementations failed to deliver on its promises over  the last 5 years its easy to dismiss its value. But the fact is that once implemented most of these weren’t managed correctly post installation.  Perhaps you could better utilise that CRM software you bought a year to two ago? Or benefit from staff training? Speak to the experts and find out how you can drive an even better service with minimal investment.

 


 

CRM Customer Experience Solutions

Outstanding customer experience is crucial to building customer loyalty and acquiring new customers. Enhancing the customer experience is a proven path to greater revenues.Treat Customers as individuals – provide your team with a unified agent desktop, giving a 360 Degree view of your customer’s information. Enable agents to focus on the individuals needs and quickly define a response based upon the customer’s requirements.

OUR SOLUTIONS

Cloud Solutions for Business can use customer profiles and information gathered in a self-service application to route every interaction to the appropriate worker onsite.APPLY TODAY

  • CRM and Customer Experience tools help identify vital phone calls that you are likely to be missing
  • Personalise your service using Multimedia, Voice and IVR to identify a customer before answering appropriately
  • Manage Customer SLA’s, caller wait times, automated callbacks and other alternative call treatments
  • Call Recording for compliance and to meet Regulation, evidence conversations, deter abusive calls and provide insightful staff training
  • Proactive Customer Care – Take the initiative to contact customers directly with relevant information or assistance.

 


 

Message on Hold

“Information On Hold” is a cost effective and proven marketing solution which simply connects with your existing telephone system. It works by taking advantage of the free air time created by your telephone system when customers are placed on hold, whilst waiting to speak to a particular department or individual.

Research shows that more than 50% of customers placed on hold will remain connected for over a minute if provided with company information and music. More importantly, more than 30% of customers met with silence or irritating pre-recorded telephone system music don’t call back!

Message broadcasts are specifically produced to deliver key business information to its callers. Key information such as; new product launches and services, seasonal campaigns or special offers, web site details and hours of business and much more. Even deliver a more humorous message or Daily News  

CS4B Ltd can provide your company with a personalised marketing broadcast for your targeted audience. Choose from a wide selection of professionally recorded music or voice tracks along with a choice of professional male and female voice artists. It’s not as costly as you think 

How does your company sound?      Hear some messages-on-hold-examples here

 


 

Voicemail

Receive your voicemail whether you’re on the other line, your desk phone is disconnected or you’re out of the office. But voicemail is not just for capturing potential lost business calls but also allows you to project a personal and professional image. Leaving your personal announcement and perhaps including an idea of when the caller can expect a return call. Mail systems also include features such as Auto attendant to allow callers to route their own call to their chosen department

Never Miss An Important Call

 

Auto Attendant Systems 


Auto-Attendant (or automated attendant) is a term commonly used in telephony to describe a voice menu system that allows callers to be transferred to an extension without going through a telephone operator or receptionist. The auto-attendant is also known as a digital receptionist that be used to supplement and existing receptionist call answering responsibility when they’re unavailable or to help internal callers with directory services or call transfers.

For a caller to find a user on a phone system, a dial-by-name directory is usually available. This feature lists users by name, allowing the caller to press a key to automatically ring the extension of a user once his/her extension is announced by the auto attendant.If a user is not available, the auto-attendant directs callers to the appropriate voicemail of the user to leave a message.Having an auto-attendant in a phone system is a very useful and cost-effective feature for a business, as it replaces/helps the human operator by automating and simplifying the incoming phone call procedure

Supplementing An Existing Important Function

 

Automated Dialling

An Auto-Dialler increases the productivity of employees who make outbound telephone calls. 
Who uses a Progressive Dialler?

It also provides comprehensive management reporting, so that calling work can be better managed. By automating the process of dialling calls, users spend less time managing their “call lists” and more time “talking to customers”. With automation also comes reporting and with reporting comes management control.

Any company that has two or more people making over a hundred calls per day will benefit from using the Progressive Dialler. The Progressive Dialler is ideal for all kinds of outbound campaigns, from small, informal teams right through to large-scale outbound call centres and dedicated call centre agencies. 

Any user of a CRM package such as ACT!, GoldMine and Maximizer will benefit from using the Progressive Dialler. The Progressive Dialler is used for telesales, appointment setting, Debt collection, order processing, progress chasing, customer service, etc. 

 

Call Queue Management

Smooth out busy calling peaks – Improve customer experience – Rewarding Contact

A state-of-the-art queue management solution will help flatten out calling peaks and eliminate a major source of customer frustration by queuing for an available agent so the caller doesn’t have to.

In the event of high call demand the system presents your callers with the option to hang up and be called back without losing their place in the queue as Queue Position Hold (QPH) queues on their behalf. Simple as 1-2-3 

1 The system politely invites the caller to record their name, hang up and wait to be called back

2 It takes their place in the agent queue and waits for an agent to become available

3 As soon as the agent answers, QPH announces the caller’s name and automatically calls your customer and connects them to your Customer Services representative. It’s that simple!