Make Customer Care More Effective with Unified Communications
Posted on March 10th, 2010 by Kenneth Murrell |
We’ve all made that dreaded customer care phone call, wondering while dialing how long we’ll be stuck on hold. Whether it’s for tech support or to check on an airline reservation, one thing is certain: it won’t be short. For companies that provide customer care, this is a vexing problem. It puts your reputation at risk, but unpredictable call volumes and the occasional curve ball make the process difficult to fix.
What you need is a way to marshal all the knowledge in your company – across borders and business units – quickly to get to the bottom of a customer’s issue. The challenge may seem daunting, but Cisco’s Unified Communications platform can tip the odds in your favor.
Most support and inquiry calls are not complex and can be resolved quickly with a script and access to an issues database, but it’s the tough calls, dealing with complex problems, that introduce risk into the process. When this happens, you may need to loop in quality assurance teams, engineers, product managers and others. You have a lot of institutional knowledge – this is where you mine it, assemble it and put it to work.
Cisco UC makes employee communication seamless. A collection of integrated collaboration tools blends voice, documents, data and video to essentially put a geographically dispersed workforce in one room with all the information it needs to understand and fix a problem – and communicate the outcome back to the customer.
Employee collaboration itself isn’t a new concept, but for years, it fell short of the potential that everyone knew existed. Cisco UC closes the gap, with a mix of communication, data access and performance improvements. Implement it on a Cisco network, and you’ll have the speed necessary to ensure the ideas and information flow just as fast as they would in a face-to-face brainstorming or troubleshooting session.
A concerned customer represents a business opportunity, not just a risk. Resolve the problem quickly and completely, and you may recruit a new advocate for your products. Use Cisco UC, and you bring every resource you have to turn this opportunity into a success story.
Tags: Cisco, Cisco network, Collaboration, contact centers, customer care, customer support, network, networking, support, tech support, technical support, UC, Unified Communications
Posted in Unified Communications |
Tags: Tags: Cisco, Cisco network, Collaboration, contact centers, customer care, customer support, network, networking, support, tech support, technical support, UC, Unified Communications
