El CCaaS It is quickly becoming one of the most popular ways to offer customer support solutions. It is flexible, profitable and of great help for companies that seek to give their customers the best experience. With these striking benefits, now these solutions have earned a place within organizations.
So, what is a CCaaS and what exactly do its solutions bring to companies from different sectors? Does its implementation give real results?
What is a CCaaS?
The Contact Center as a service (or Contact Center as a Service in English), is a cloud application to provide customer support remotely. It also fulfills other functions such as tracking customer journeys and worker interactions with them.
CCaaS monitors any incoming or outgoing communication with customers through different digital channels: calls, email, messages, and web chat.
CCaaS solutions are quickly becoming the preferred choice for companies that want to offer their customers a more profitable, efficient and personalized service. This is possible because there is no need for a new, separate infrastructure to do the upgrade, and thus business operations are not interrupted.
In this way, organizations manage customer inquiries and automate communication. It translates into a way to focus your resources on developing and improving customer relationships, instead of spending them on tasks left to this cloud application.
The advantages of CCaaS in companies
The optimization of resources is one of the priorities within any organization, both financial and human, and CCaaS solutions are presented as one of the ways to achieve it.
However, the advantages of implementing these solutions can be further detailed.
- Its scalability. Companies can add more users to each module as needed. This is a particularly interesting feature for companies that have fluctuating staff and customer needs.
- Personalization of customer service. Having more control over the customer service process gives you more options to personalize your experience without having to resort to external services. In other words, knowledge is power.
- A good return. Traditional customer support options are significantly more expensive than their automation. In addition, the available IT resources can be used for other tasks, without the need to hire more staff or invest.
However, the most interesting thing about this type of application is that the client obtains a better service with a more pleasant experience.
CCaaS solutions and customer experience
The idea of CCaaS applications is to make it easier for agents in charge of communicating with customers, but this is just the beginning. It is about facilitating and automating part of the tasks to lighten the workload in order to focus on offering a better service and on a larger scale.
An example of this are the IVR telecommunications. They enable a channel for customers to obtain general information that interests them, and without being attended by part of the staff.
In addition, these applications have analytical tools to understand the preferences and behavior of customers. This data can be turned into information that serves to develop better communication strategies and even increase conversion.
CCaaS solutions can be one of the ways to access advanced features and tools to improve the customer service process. The result is a better customer service experience and money savings.