In the world of customer service, first impressions are everything. That initial interaction with your organization, sets the tone for the entire customer experience. So, what are you aiming for? Does the customer immediately connect with an employee, or are they greeted by an automated menu?
Many companies use automated systems to guide customers through a menu of options and eventually connect them with the right person. While this can be efficient, not every situation is suited to automation.
For businesses offering tailored services or handling many complex inquiries, personal contact is often the best option. Think of scenarios where a receptionist can directly route a client to a specialist who can assist them immediately.
Another thing to take into consideration while choosing between personal contact and automation, is the type of customers you serve. For B2C companies that deal with large volumes of customers daily, an automated system can be more efficient. However, for B2B companies with fewer clients and closer relationships, personalized contact likely adds more value.
When a customer reaches out, it’s critical to assist them as effectively as possible. Ideally, a receptionist should already have a good sense of who the caller is before the conversation begins.
Insight into the customer, such as their preferences (e.g., preferred language), greatly enhances service. The receptionist also needs to know which staff members are available and what their specific expertise is, to efficiently connect the caller with the right person.
To equip receptionists with the tools they need, an Attendant Console is essential. This console provides an omnichannel Contact Center, offering receptionists a complete overview of relevant information, which significantly streamlines their work.
With an Attendant Console, receptionists can easily set up callbacks when a colleague is unavailable. If a caller has been on hold for a while, the receptionist can call them back to check if they’d prefer to wait or request a callback. Managing multiple conversations simultaneously becomes much simpler, as information is instantly accessible. Receptionists can see who’s still waiting, allowing them to better respond to customer needs.
The Attendant Console for Microsoft Teams not only offers these out-of-the-box features but also allows you to create custom automations and workflows, fully integrated with the ROGER365.io platform. This enables you to design a tailored solution that perfectly fits your organization’s processes.
With the Attendant Console, receptionists have access to a specialized interface that empowers them to make the right decisions. As a Teams-native application, everything is managed directly from the Teams client, eliminating the need to switch between different platforms. All relevant information is readily available and necessary actions are executed quickly and efficiently.
Are you ready to elevate your customer experience? Consider using your CRM data to connect customers directly with the appropriate employees in your organization, or their backups. Curious how this solution works in practice? Request a free consultation and discover if this approach is right for your organization!
This blog was created in collaboration with our partner ROGER365.io.
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