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CUSTOMER EXPERIENCE:
SMARTER SOLUTIONS FOR YOU AND YOUR CUSTOMERS.

Using the latest digital tools, our Customer Experience services offer solutions to vastly improve organisational efficiency and customer satisfaction. Working with leading brands such as 8x8, Vonage, Ring Central and NFON, we offer modern solutions to revolutionise your approach to customer care. Our multisupplier approach ensures access to a diverse range of telecoms services, with flexible options and competitive prices.

Find out more about our Customer Experience services below:

UNDERSTANDING CUSTOMER EXPERIENCE FOR BUSINESS.

Customer experience services are constantly evolving as organisations seek innovative new ways to provide the best support for their customers. Today’s solutions are marked by a shift to integrated, omnichannel solutions – setting new standards for customer engagement and operational efficiency. With an informed, in-depth understanding of the latest customer experience services, we’re here to help you reach new heights in customer support.

OMNICHANNEL COMMUNICATION.

In an ever-changing digital landscape, it’s important that customers are able to contact you -  however they choose to do so. Omnichannel communication achieves this by integrating a range of interaction channels – including phone, email, SMS, social media, chat bots and live chat – into a single customer experience solution.

Ensure your customers are heard, wherever they are, with a unified communication system. 

MICROSOFT TEAMS INTEGRATION.

The integration of Microsoft Teams is pivotal in the housing sector’s customer experience landscape. This synergy harnesses the collaborative power of Microsoft Teams with the robust calling capabilities of an enterprise-grade contact centre service, for a comprehensive communication solution.

DATA ANALYTICS & CUSTOMER INSIGHTS.

Gain valuable information on customer interactions and trends with enhanced analytical features. This data-driven approach informs housing providers as they evolve to meet their customers’ needs, while allowing for a more personal customer experience service.

CLOUD-BASED SOLUTIONS.

The sky’s the limit with cloud-based solutions for customer experience. These services offer a range of benefits that are perfectly suited for housing suppliers and similar organisations. Services are easily adjusted based on demand, providing unmatched scalability and flexibility for your organisation. Additionally, cloud solutions often result in cost savings, with pay-as-you-go price models and a reduced need for on-premises hardware and maintenance. This gives you the crucial ability to adapt as demand on your systems fluctuates.

AGENT BENEFITS:
BETTER TOOLS
FOR YOUR TEAM.

At its core, Customer Experience seeks to address customer concerns efficiently and effectively for the best possible outcomes. With this in mind, we offer a variety of tools that better enable you to respond to customer contacts.

These established features improve customer experience by optimising processes and ensuring your agents have ready access to the information they require. In turn, your team will be better equipped to give customers the help they need, when they need it.

CRM INTEGRATION.

Provide your agents with instant access to customer details upon point of contact. In addition to improving efficiency, these integrations allow your agents a more personal understanding of the customer’s history and needs.

Additionally, with the power of AI, digital assistants are able to identify important topics from customer contacts and summarise conversations. This ensures that agents are brought up to speed when connected to customers, preventing repeated conversations for a more seamless service.

CALL TRANSFER & RECORDING.

Combining your Contact Centre with UCaaS, this feature allows you to pass calls seamlessly between departments, without interrupting the call recording. Get a complete overview of your customers’ needs – from beginning to end – with an uninterrupted record of their enquiry.

ALTERNATIVE PAYMENT METHODS & CALL MASKING.

Handle payments securely and efficiently with PCI compliant processing tools. These systems automate processes for routine payments, streamlining the experience for customers and agents.

AVAILABILITY CHECK.

Check the availability of team members at a glance, connecting customers to the agents they need to speak to. By improving internal communication, this feature prevents customer frustration as they’re passed between departments. Enjoy better organisational efficiency and customer satisfaction.

CALL DIRECTION SERVICES.

With call forwarding based on skill set or location, this service ensures customers are connected to the best agent for their needs. This allows you to assign a score of 1-10 for each of your agents’ skills, building a model to optimise customer experience.

By connecting customers with the most appropriate agents, this feature reduces the need for call transfers, escalations or call backs. Give customers the best possible support from first point of contact with call direction services.

SUPERVISOR BENEFITS:
TRAIN, REPORT, IMPROVE.

With features to empower supervisors, these services better enable you to monitor and improve team performance. From training and assisting agents to tracking KPIs, these services enable you to discover and share valuable information. Keep your organisation at the top of its game, providing the best possible customer experience.

PERFORMANCE MANAGEMENT.

Gain access to a wide range of intuitive dashboards and visual displays, highlighting what your business does well and potential areas for improvement. Custom widgets allow you to build on these features, suiting your unique business needs and tracking the metrics that matter to you.

SUPERVISOR TOOLS.

Our supervisor tools give you enhanced powers to plan, monitor, react and control processes that shape customer experience. Providing real-time data, these features include ‘listen and barge’. This gives you the ability to monitor agent contacts and jump in when required, ensuring messages are consistent and correct across your team. Train your agents as they work, or prompt them seamlessly with a behind-the-scenes chat session.

SCORECARDS.

Agent scorecards provide real-time and historical data, offering a simple way to track agent performance. They also include features for goal setting, immediate feedback, tracking KPIs and customisation options to reflect varying skill sets. Ensure agents are well-equipped to handle customer contacts and identify valuable training opportunities with this unified reporting feature.

SPEECH RECOGNITION &
CALL TRANSCRIPTION: POWERED BY AI.

AI tools use speech analytics to identify regular questions, words and topics that arise during customer contacts. By spotting trending customer concerns, these features enable you to stay ahead of the curve and prepare solutions in advance. This could include updating FAQ pages, chatbot topics, agent training and more – addressing the most recent and relevant issues your customers face.

These AI features also allow you to set up your own phrases and topics – tracking subjects of interest to your organisation. Additionally, speech analytics monitors important factors such as clarity, over-talk and customer sentiment – not just identifying the topics your customers are talking about, but how they’re talking about them.

An easy-to-use search tool also features, giving instant access to relevant topics.

POWERED BY AI: ANALYTICS, REPORTING
& DIGITAL ASSISTANTS.

Revolutionise your customer experience capabilities with integrated AI solutions. These tools provide a range of organisational benefits -  reducing agent workload, identifying important trends and pro-actively addressing customer needs. From answering routine questions to highlighting future concerns, AI solutions set a new standard for customer experience.

DIGITAL ASSISTANTS.

Bolster your customer experience capacities with digital assistants – providing omnichannel support to identify, address and resolve customer concerns. These services offer a raft of benefits, from empowering customers to reducing agent workload. Not only this, but by integrating digital assistants with your CRM, these systems offer a personalised service for your customers.

Digital assistants effectively reduce the number of customer contacts that require agent intervention, capable of answering routine questions and resolving everyday queries. Based on past client data, these automated services will typically resolve 40-60% of calls.

This allows you to reallocate customer experience resources to better benefit your organisation. Additionally, these services give customers the opportunity to speak with an agent if they would prefer – ensuring that customers remain heard if an AI assistant is unable to handle their specific needs.

REMOTE FIX.

The next step in customer experience, modern digital assistants go far beyond simple chat bots – perfectly showcased by Remote Fix. This integrated AI tool allows customers to identify issues in their homes – the AI will then offer them guidance to fix the issue themselves where possible, with the ability to arrange callbacks and book engineer visits if required.

Customers are invited to submit photos or videos, allowing their issues to be identified remotely by engineers and reducing the need for repeat callouts. As such, this elegant solution saves time and money, ensuring customers are immediately heard and reducing the workload for your agents.

ACTIVE ASSESSOR.

Proactively engaging with customers, Active Assessor works to address problems before they fully develop. This tool provides customers with an SMS survey about the condition of their home, gathering and analysing responses to identify areas of concern. Where potential issues are detected, Active Assessor gives customers the option to book a remote assessment or contact an agent.

Proactive engagement demonstrates your commitment to customer care. Additionally, by identifying issues in advance, Active Assessor prevents costly repairs down the line.

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