Best IVR Service Provider of India

best ivr service provider

For a company, customer satisfaction is the topmost priority. And for that IVR has proven a great tool, not only for the customers only but for the company also.

Let’s understand first:-

What is IVR?

Interactive voice response or IVR is an automated business phone system feature that interacts with callers and gathers information by giving them choices via a menu. It then performs actions based on the answers of the caller through the telephone keypad or their voice response.

The choices of the caller decide the actions of the IVR — it can provide information or, if the issue is more complex, route callers to a human agent who can better handle their needs.

If you ever called a business phone number and had been answered by an automated greeting, which proceeded to interact with you via some pre-recorded message, then you know what an IVR is.

Benefits of interactive voice response

IVR technology can benefit both large and small businesses in the following ways:

1) Saves time and money:-
IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information — such as directions, hours of operation, etc. — that doesn’t require critical thinking skills.
2) Greater customer satisfaction:-
IVR technology eliminates wait times by responding to a caller immediately.
3) 24/7 service:-
IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.
4) Reduce operational costs:-
IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency, and will reduce operational costs, so the ROI is huge.
5) Increase professionalism:-
You can use an IVR system to greet your customers in a very professional manner and to make it appear that you have more departments and employees than you actually have.

Cloud service

Cloud IVR solutions give your callers an enriching calling experience by providing quicker and smoother assistance. It attends to every caller without any fail and greets them with a personalized message. These messages set the tone of your customer interaction by infusing trust and warmth.

With cloud IVR’s guided menu structure, your callers get handled with utmost professionalism. Blend of self-service and talk to agent options provides callers with diverse ways to resolve their queries. The self-service option lets your caller find answers to the questions on their own, minimizing any dependency on your agents.

Cloud IVR solutions also minimize call overloads of the agents by intelligently identifying, segmenting, and routing the calls to the agents. Filtering out basic queries, it forwards only the complex queries to the agents.

Scaling your calling channels is effortless with Cloud IVR solutions. Unlike legacy systems, you don’t need to worry about the hefty infrastructure costs to scale your calling capacity. With Cloud IVR solutions, you can scale up your calling channels in minutes without additional effort.

With call recording, barging, and analytics features, cloud IVR solutions is an exhaustive customer service product that caters to every calling need of your business. Besides, you get a comprehensive view of all the ongoing activities such as call logs, call recordings, and more, on Servetel’s web portal and mobile app.

Best IVR service providers in India:-

1) CloudBuzz B2B Solutions
Cloudbuzz B2B Solutions is providing cloud-based services to 2000+ customers. Our solutions are user-friendly, effective, and viable for customers. The professionals in the team are experienced in their specialized fields and it has enabled Cloudbuzz B2B Solutions to offer the products efficiently.

2) Fonebell
Fonebell offers comprehensive communication solutions to help meet customer expectations and sound professional. Their reliable on-premise communication tools establish smooth communication within the organization to boost business productivity.

3) Microtel
Microtel enables people to reach each other, businesses to find new markets and everyone to fulfill their potential. Across India, they provide Voice SMS, Bulk Text SMS, Interactive Voice Response(IVR) System services for everyone, and much more for businesses.

Exotel is the building block that helps you stay in touch with your customers efficiently over calls and SMS. A Cloud Telephony Platform trusted by 1300+ companies of all sizes.

5) Ozonetel
Believe in building brands on intelligent cloud telephony solutions. Ozonetel also believes that communication doesn’t have to be as complex as it is. Their core offerings – CloudAgent and Brand Agent – redefine, simplify, and enhance the way in which you communicate, connect, and engage with your customers.

6) IVR Guru
IVR Guru provides easy control on clients as well as employees. Accelerate business with a faster pace and less effort with IVR Guru.

And others.

7) Wemonde
Wemonde is one of the fast-growing and leading global it service provider company in Gurgaon. They offer website and application development, digital marketing, technical strategy consultant, and mobile solution services in India. Wemonde Pvt Ltd specialized in Testing, Digital Marketing, Mobile App and Consulting.

8) Ameyo
Ameyo is an all-in-one software-based communication solution, from Drishti-Soft Solutions, that manages end-to-end customer journeys. A powerful and highly flexible IP-based contact center software that lets you have a personalized interaction with every customer across multiple channels.

9) Nandini Infosys
Nandini Infosys provide Tally accounting software & simplify your business applications with automation to solve your business challenges through our innovative solutions.

10) Winner Technology Services Pvt. Ltd
A company with the complete solution of your requirements & gives you assured commitment of time to time delivery of products or services.

11) Servetel
Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative, and handy cloud solutions.

12) MyOperator
MyOperator uses the power of cloud telephony to provide virtual and toll-free numbers to small and medium enterprises. Its cutting-edge technology with call management features like call tracking, call recording, live call transfer, callers’ database, and virtual receptionist enables clients to establish a working cloud telephony account in 30 seconds.

13) Knowlarity
Knowlarity is a comprehensive cloud-based telephony system. It allows businesses to easily handle calls for internal and external communications.

Customer experience is all about the overall quality of your customer’s exposure to a company.
It’s important that you keep the customer’s experience positive to sustain your business. Happy customers tend to turn into loyal customers. Beyond that, customers with a positive experience with your company can become ambassadors for your brand, which in turn can lead to more customers.

Top 10 Challenges & Solutions Of A Call Center

challenges & solutions of a call centre

There are a couple of challenges that the top management has to face on a day-to-day basis. Because call centers are the world’s toughest work environments, this is not surprising! Many call centers are facing such challenges as a hurdle in the path of achieving goals. 

Call Center Services of the Call center industry is one of the most powerful sectors, which contributes majorly to the economies of Asian countries like India, the Philippines, Malaysia, and China.

Challenge No. 1: Agents enfeebling

Employee depreciation has long been an issue in high-volume hiring environments, such as call centers. Cramped in a cubicle 9-10 hours a day, answering calls of frustrated customers, low pay, and slim benefits could be why agents do not see a future in this sector.

Here is the Solution: 

Recognization and rewarding: Call center managers should recognize and acknowledge the effort and outstanding performance. 

Competitive pay and benefits: Compare company benefits and wages to other call centers in the industry and offer incentives and even reward programs to compete for the best talent.

Control and training: A trained agent should provide value to the company. See how you can teach agents to deliver personalized customer service.

Gamification: With the right game mechanics, tools, tactics, and techniques, managers can transform their call center into a customer-centric operation by motivating employee engagement and achievement.

Challenge No. 2: Low Customer Satisfaction

Although most dissatisfied customers will not complain, even worse, they will leave and never come back.

And even if the call center compensates customers to make up for their bad experience, it takes seven positive experiences on average to make up for one bad one.

Here is the Solution: 

An IVR System: IVRs collect information about customer’s needs and will transfer the customer to the most appropriate agent or department. 

Customer surveys: Customers will provide you with a wealth of information about your product, service, agents, and more. All you need to do is listen.

Reassess your KPIs: Metrics by which you measure agent performance could potentially harm your customer service. 

KPIs such as AHT pressure agents to handle calls within a certain amount of time, leading them to transfer the call more than necessary, “accidentally” get disconnected, and provide a generic service.

KPIs such as customer satisfaction (CSAT) are more commonly used than employee satisfaction (ESAT). 

Challenge No. 3: Employees, not a priority

A decrease in call center performance levels can result from many things, including low morale. Call centers have learned to place a lot of importance on their customers, forgetting to check in on their staff every once in a while.

Here is the Solution

Focus on non-traditional metrics: Focus on qualitative and quantitative metrics, such as real-time customer feedback, balanced scorecards, and Net Promoter Score which all work to further improve performance levels.

Challenge No. 4: Many Tools More Issues

Many call centers are using multiple and outdated software to help them with their day-to-day operations instead of using a single tool.

Here is the Solution

Integrating: Adopt new software that will integrate with the existing ones in the call center. Or opt for a platform that already has multiple systems integrated into it.

Challenge No. 5: Struggling To Boost Performance

As a company, you want to make sure your customers receive the service they deserve.

However, it may feel you’ve taken your team as far as they can go. They’re achieving good (but not great) results and solving your customers’ issues. The problem is, you want to take performance to the next level but don’t have the knowledge.

Here is the Solution

Reward good behavior

Set metrics goals and depending on the level of difficulty, reward them with prizes on par with the challenge. Whether it be intrinsic or extrinsic rewards, find out what motivates your team and give it to them!

By upgrading your quality assurance software, you’ll be able to easily spot areas of improvement and train accordingly.

Challenge No. 6: Conflicting Business Priorities

A call center may have multiple priorities that directly contradict each other. The senior management needs to clarify which goal to prioritize over the other. Furthermore, they need to communicate this data with the operators effectively. For example, you could focus on customer satisfaction and cost-cutting. However, these goals often oppose each other, and so, it can confuse the agents.

Here is the Solution

Urge your senior management to make a priority list in the order of importance. Also, try to align your services according to other department’s focuses and values. Hence, you’ll create a consistent experience for all your customers. 

Challenge No. 7: Lack of Time:

One of the most pressing problems of call center agents is a shortage of time, yet a high volume of customer calls. Hence, they do not solve client problems accurately or spend enough time on calls. Customers feel dissatisfied, and lose faith in call centers.

Here is the Solution

Forecasting heavy call volumes, employee shift rotation, and increasing staff strength are simple measures that can increase operational efficiency in call centers.

Challenge No. 9: Less Career Progression

 With limited team manager or leader roles, the majority of employees remain stuck at the base level. This tempts them to move to greener pastures and results in a super-high attrition rate.

Here is the Solution

Get your call center employees involved in the daily running of operations so that they also feel valued. Give them chances to exercise leadership and contribute their opinion towards strategic decisions. The involvement and engagement of call center workers in task management is a great way to create a collaborative environment.

Challenge No. 9: Lack of Training Sessions

Agents remain unable to transfer that knowledge and apply it in the actual workplace. As a result, managers constantly provide negative feedback and have to waste precious time assisting team members.

Here is the Solution

  1. Make sure to have regularly paced continuous training sessions that reinforce proper practices. 
  2. Try to infuse creativity in training, and have practical sessions such as role-play of customer conversations. 
  3. Team activities, brainstorming sessions, and multimedia content can go a long way in improving the impact of training for VoIP call center representatives.

Challenge No. 10: Short of Budget

It has been a perennial problem for call centers. They often suffer monetary losses due to high staffing costs. This makes top executives view call centers as a heavy cost burden that depletes revenues and profits. Many organizations thus do not set up call centers and resort to other ineffective means to serve their customers.

Here is the Solution

If your organization has fewer financial resources and a tight budget, the best thing you can do is get a business phone system. They have economical calling prices, and most service vendors will customize pricing plans that will suit your calling requirements.

Despite these challenges, the role of the call center remains very important all over the globe. If the right action is taken, then the issues can be sorted easily. And the performance of the call center will skyrocket.

Top 10 Benefits of bulk voice call service

bulk voice call services

Top 10 Benefits of Bulk Voice Call Services

Bulk voice call services refer to a pre-recorded voice messages that can be listened from a mobile or a landline number. With a very easy process, you can make a voice message which can help to call an unlimited number in just one go.

Bulk Voice calls Service has a very important role in all areas including business, education, medication, eCommerce, politics, etc. Size doesn’t matter but quality does matter in these sectors as your information must reach everyone and quality should be high so no one misses the information. 

 It also helps to keep track and earn a huge profit. It is a simple and fastest and cost-effective method.

 Voice broadcasting facility helps your enterprise to enter its desired market.

 It helps in reaching the target audience directly by the communication device. With the bulk voice SMS or voice call service

Key Features of Bulk Voice Call Service:

  •   Billed only on answered calls.
  •   Voice Calls are Delivered only on Indian phone numbers.
  •   Same Pricing for landline phones and mobile phone calls.
  •   Customized Voice clip.
  •   9 am to 9 pm Delivery.
  •   DND Numbers Filtered.
  •   Treated as Marketing Route Gateway.
  •   Voice clips need to be provided by the client.
  • Let’s see how can it be helpful for a business:

1. Customer Friendly

If your target customer resides in distant corners of the globe, voice broadcasting gives the flexibleness to personalize your language & message consistent with that region. 

This helps in adding a private touch to your messages. Every business looks for a gentle customer base and with the assistance of voice broadcasting, every single message you would like to convey finds a receiving end.

2. Message Uniformity

Message inconsistency is that the most vulnerable part of broadcasting, an outsized organization with an enormous staff assigned for an equivalent task may tamper with the consistency and authenticity of the first message leading to a scarcity of transparency within the process.

Voice broadcasting helps to stop this drawback by transmitting voice recorded information, after quality & credibility assurance from the dedicated authorities. 

3. Easily Affordable

Making an impactful change within the running of a business is complemented by a hefty cost, Voice broadcasting, on the contrary, reduces your found out the cost. As cloud telephony companies provide software that supports your telephony services with no additional hassle of fixing phone lines or allotting a positive resource to form 1000 calls.

Bulk voice call service provider also offers add-on value services like the admin management portal or calls analytics graph to make it an honest buy. One of the best bulk voice call service providers is CloudBuzz B2B Solutions Pvt. Ltd

4) Collects true response

The best point that creates a difference is the real-time response that it collects from the customers, members, prospects, and employees. It’s quite simple that whenever you call anyone then it’s a direct conversation where the user straightforwardly shares his/her view. 

It collects real-time and reliable responses from them and even turns them into your direct customer. Nothing can be more fruitful than it as here you make a direct deal and that too from any part of the world with your few minutes of conversation.

5) Multiple languages

Another point that makes it best among all is its multiple language functionality. Unlike, other platforms you are no more restricted to use Hindi or English. In it, you can communicate with your users in your language like Marathi, Bengali, Tamil, Gujarati, etc. This is one of the best and most effective ways of targeting potential and local customers. Even it gives users a personalized and engaging experience for the users.

6) Schedule Calls

Another facility that it provides is the call scheduling functionality. There is no need to dial the phone number all the time. You can schedule calls with our advanced software that enables you to put a call scheduling system that dials calls to the customer on your scheduled time. In it, you can also track your performance and scale your results. All the details appear on the dashboard.

7) Send notification when required through bulk voice calls service

Voice calls also make reminder calls to the customers so that not a single chance will be missed to grab its business advantage. Businesses use it for reminding their customers about their bills, EMI, insurance premiums, and more.

8) Automatic dialer

Despite dialing the numbers where error possibilities are more, CloudBuzz B2B Solutions’s voice call software has an automatic dialer that automatically fetches the data and calls the customers. Just like in the case of BPO where all the callers have been given the user contact details and numbers are dialed automatically whenever required.

9) DND & Non-filtered gateways

In the voice calling system, software always contains the filter that separates the DND customers. Though you can also send them calls if considered important and positive response possibilities are high and it’s the job of a marketer to identify from where you are likely to get a positive response.

10) Rich & easy control panel

When it comes to the operations and maintenance of voice call software then it’s a piece of the pie due to its easy-to-control panel. You are only required to follow its simple guidance, set it accordingly and the rest of the job will be done by the software.

No dialer No agent- As we have discussed above that it’s an automatic call dialing system as all the contact numbers are stored in the software. In addition to this, there is no agent involved in the calling and as well as conversations. It’s inbuilt with the features that dial the customer automatically with no human interference.

Here are some business fields and industries that are currently taking full advantage of Bulk Voice Calls systems and continue to reap their benefits;

1) Finance and investment

  1. Bank 
  2. lending institutions, 
  3. Real estate,
  4. Insurance

2) Communication Services

  1. Telecom companies,
  2.  Internet providers, 
  3. Call center industry, 
  4. Telemarketers

3) Food & Hospitality

  1. Food Delivery Service
  2. Hotel and Resorts
  3. Bars and Restaurants

4) social Sites

  1. Dating lines, 
  2. Adult entertainment, 
  3. General helplines

5) Clothing & Apparel

  1. Luxury Brands 
  2. Retail

6) Building & Construction

  1. Restoration Services, 
  2. Engineering and architecture, 
  3. Housing and property developers

7) Healthcare

  1. Hospitals & Clinics, 
  2. Allied medical services, 
  3. Pharmaceuticals

8) Education

  1. School & Universities, 
  2. Research Centers, 
  3. Tutorials & Special Classes, 
  4. Specialized Examination Centers

9) General Services

  1. Government Services, 
  2. Professional Services
  3. Property Utilities, 
  4. Service Providers, 

10) Travel, Leisure & Entertainment

  1. Airline Companies
  2.  Travel Agencies
  3.  Ticketing Offices:

Voice SMS helps you to enhance your business. You can share your information with customers, clients or with your friends, and any other group. It is the way where you can express your emotions, your happiness to the person you want. You can let your customer know about your events. You can send wishes to your friends through voice SMS. It’s an inexpensive way to be in touch with your friends and family and even a safe way to send the message.

What is an API & How it works?

what is an api

You might have wonder how easily two different websites can share the data or how can you book flight tickets from amazon or Paytm kinds of platforms.

This happens with help of an API. You would know something about API but here I am going to tell you all about API in deep down detail.

The term API stands for application Programmable interface, and it’s a way for different programs to work together in various ways. 

 It is a mechanism that allows the interaction between various applications. The main advantage of APIs is that developers can add particular functionality to their applications eliminating the need to write all of the code by themselves. 

APIs work as a messenger, delivering a request to other apps and coming back with an answer. Usage of APIs allows developers to get access to the data from the other applications and software and use it for their purposes.

Explanation with a simple non-IT-related example.

When you go to a restaurant and order some food you interact with the waiter, you can order food and drink, ask questions about the menu, request and pay the bill, and much more.

In this example, The waiter is shielding you from all the complicated stuff that happens behind the scenes.

waiter in restaurant

You don’t have to worry about the stove, oven, dishes, managing stock, or pouring drinks. He is the interface between you and all the services that a restaurant offers. Giving your way to interact with the restaurant while still shielding you from the complexity behind the scenes.

In this scenario, the waiter is acting as the API of the restaurant, and through this example, you intuitively understand why they are useful.

Another example would be the weather app on your phone. 

Google or Apple have not gone out and put temperature sensors all over the world instead, these apps use the API of a third party to retrieve weather predictions. Apple for instance is using the API of the weather channel.

Another example is buying movie tickets online. You go to the movie site; you enter your movie, name, and credit card information, and lo-and-behold, you print out your tickets.

But what’s going on between entering your information to receiving your ticket? APIs, that’s what! They are collaborating behind the scenes with other applications.

How is this possible you ask? This type of integration is called “seamless” because you never have a clue when a software role is passed from one application to another.

Why do we need API?

Imagine the following scenario: You (as in, your application, or your client, say a web browser or mobile app) want to access another app’s data or functionality.

For example, perhaps you want to access all Twitter tweets that mention the #jimmychoo hashtag.

You could email Twitter and ask for a spreadsheet of all these tweets. But then you’d have to find a way to import that spreadsheet into your application.

Even if you stored them in a database, as we have been, the data would become outdated very quickly. It would be impossible to keep it up to date, and simpler for Twitter to just provide you a way to query their application to get that data so that you can view or use it in your application. It stays up to date automatically that way.

So, the API provides access to data, so this data can be included in different applications.

What are APIs used for?

What are APIs used for Lots and lots and lots of things, including:

  1. APIs power desktop applications.
  2. These are behind most web applications.
  3. It makes mobile applications possible.
  4. These are the integrations for no-code solutions.
  5. These APIs connect devices to the internet.
  6. APIs define the networks—or the information passed between applications, systems, and devices.
  7. APIs even connect everyday things like automobiles, doorbells, dishwashers, and wearable devices.

How do APIs work?

APIs work by sharing data and information between applications, systems, and devices—making it possible for these things to talk with each other.

Sometimes the easiest way to think about APIs is to think about a metaphor, and a common scenario that a lot of folks use is that of the customer, a waiter, and a restaurant kitchen: A customer talks to the waiter and tells the waiter what she wants. The waiter takes down the order and communicates it to the kitchen.

The kitchen does their work, creating the food, and then the waiter delivers the order back to the customer.

In this metaphor, a customer is like a user, who tells the waiter what she wants. The waiter is like an API, receiving the customer’s order and translating the order into easy-to-follow instructions that the kitchen then uses to fulfill that order—often following a specific set of codes, or input, that the kitchen easily recognizes.

The kitchen is like a server that does the work of creating the order in the manner the customer wants it, hopefully! When the food is ready, the waiter picks up the order and delivers it to the customer.

Without the API integration with shopping for iPhone, it is impossible to retrieve and delete and synchronize the data from the e-store that was built on them. 

A well-developed API allows the system to communicate with one another quickly and reliably without any loss of data.

There are various types of API 

  1. SOAP
  2. XML
  3. JASON  
  4. REST

Let’s explore the REST API

REST is a software architectural style and is used in Web Services development

REST API uses HTTP requests to GET, PUT, POST & DELETE data

GET – is used to retrieve a resource 

PUT – for its updating 

POST – for the resource creation 

DELETE – for its removal

Several shopping platforms have a REST API

If you want to access the information regarding your customer’s e-store products, orders, customers, shipments, taxes, etc. you need to develop a shopping platform API integration.

However, because most shopping platforms have their APIs, it becomes quite tedious to integrate with multiple appearances as in a short time

When it comes to integration, you have multiple options

The first one is doing the integration separately and manually with each platform. This option takes a lot of time, costs a lot of money, and has a high failure rate. Even if you focus on the two platforms, such as Magneto and Shopify, you will have to spend thousands of dollars in months until you get it to develop the integration.

Moreover, you’ll have to invest hundreds of dollars in integration maintenance and upgrade

Know More About benefits of API Click Here

What is an IVR & how it works?

cloudbuzz b2b cloud ivr service provider

You must have asked yourself many times that what is an IVR and how it works, complete know about IVR, and find out how it can help in your business.

Customers are getting supportable and friendly environment, it becomes a huge factor of success in a business.

 This is an irreplaceable positive point of a company where customers feel comfortable and get a friendly and personal customer supportive environment. when one’s the flow of calls increases, it’s important to give a direct and personal touch. This enhances customers to accommodate their practical solutions and expanding their customer base

 An Interactive Voice Response (IVR) system is a way to do that in a better way So and so questions must be popping into your mind what is exactly an IVR?

Let’s understand it one by one

What is Interactive Voice Response (IVR)?

An IVR is an automated phone system with call routing capabilities, it allows customers to interact with a computer before (or sometimes instead of) conversing with a representative. This technology works in tandem with Automatic Call Distribution, typically found in a call center.

These IVR systems have become so widely used that you’ve probably found yourself communicating with a virtual assistant over the phone more often than you can count.

IVRs manage inbound phone calls by collecting information about the customer inquiry before automatically transferring the call to the right department. It can tailor the conversation even based on the virtual phone number the person dialed.

Prerecorded voice menu presented before customers, After navigating the menu either verbally or manually (using the phone keypad), the customer is automatically connected to an agent who can help.

Using multi-level interactive voice response (IVR), or phone trees, you can route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch from a live call to a text message

How does IVR work?

1) The Technical Basics

On a technical level, an Interactive Voice Response system consists of the following:

  • Telephony equipment
  • IVR software applications
  • A database
  • Support infrastructure

To start, the computer is connected to the company’s telephone line. Then IVR software has to be installed onto a computer. From there, a unique piece of hardware (called a telephony board or telephony card) is needed to run the IVR technology on your calls.

Here are some details illustrating the requirements for a successful IVR:

TCP/IP network

Databases: real-time information that the IVR applications can access

Web/application server: Where the IVR system software is hosted

It’s important to note that IVR systems need a phone system to operate. 

2) Mapping Out Your IVR

Before integrating an IVR system with your contact center, you need to map out the IVR script itself and how it interfaces with your customers. An Interactive Voice Response map should have the following:

a) A pre-recorded welcome message. This can be personalized to mention the customer’s name if the IVR system has access to client information.

b) A menu for language options if your contact center caters to a customer base with multiple spoken languages. 

c) A menu for services related to purchases and sales or repairs and technical troubleshooting, depending on the department.

d) Music on hold (MOH), looping announcements, or preset messages to help clients troubleshoot basic problems.

e) An option for redirecting calls to active agents. Alternatively, an option to leave a voicemail if the service menus did not have their specific concerns listed.

When designing the IVR flow for your call center, it’s best to consider your target market’s needs. Make the most common options as accessible as possible by putting them earlier in the flow. Then, branch out to menus for call rerouting as necessary. 

3) Testing Your Interactive Voice Response

It’s time to perform pre-launch testing with your internal team. Some areas that you should test include:

Verify customer identity

With the decrease of in-person support due to digitization there is an increased need to verify whether your customer support teams are speaking to the real client.

Call routing

Did your customer select the correct prompts to be redirected to the right department? 

IVR system workflow

Is your IVR workflow following the map you designed? Are there any specific areas that need to be improved, such as the number of options in each service menu?

Why Would a Business Use an IVR System?

Traditionally, customers seek assistance from customer service specialists in person (like when visiting Apple’s Genius Bar) or over the phone by calling a dedicated customer support number. 

But with the advent of new technologies like Interactive Voice Response systems and the increasing prevalence of online support resources, such as FAQs or live chat options on a company website, customers can rely less on these personal interactions and more on self-service. 

This is a huge benefit for customers. A study by Zendesk found that:

69% of respondents said that they wanted to resolve issues themselves without needing human intervention. 63% would start by searching for solutions within a business’s digital channels before deciding to call its customer support hotline.

This survey highlights two important trends worth considering when designing your call center:

Customers want self-service. You can achieve that through an interactive system like Voice Over IP (VoIP) that integrates Interactive Voice Response systems. The shift toward using digital sources first instead of traditional call centers means that companies should prioritize digital transformation initiatives to stay relevant.

Which industry is IVR Systems beneficial for?

All types of businesses, whether big or small, can optimize employees’ time and resources through IVR Systems. In a business environment, IVR or Interactive Voice Response pertains to a large umbrella that encompasses the company’s entire software-based communication system.

It is considered the most viable and cost-effective way to streamline the call processes for the clients, business departments, and employees.

IVR Systems are highly beneficial in the field of customer care and client service. Businesses that are expanding rapidly often require adequate support staff which can handle customer service and relations.

The IVR technology can quickly be deployed and scaled easily, it can significantly minimize the waiting time for clients and customers.

In such a case, the system can dismiss the need to hire call operators to field in questions or inquiries and route incoming calls.

Here are some business fields and industries that are currently taking full advantage of IVR systems and continue to reap their benefits;

1) Finance and investment

      – Bank, lending institutions, real estate, insurance

2) Communication Services

      – telecom companies, internet providers, call center industry, telemarketers

3) Food & Hospitality

      -Food Delivery Service, hotel and resorts, bars and restaurants

4) social

      -Dating lines, adult entertainment, general helplines

5) Clothing & Apparel

      -Luxury Brands, retail

6) Building & Construction

      -Restoration Services, engineering and architecture, housing and property developers

7) Healthcare

      -Hospitals & Clinics, allied medical services, Pharmaceuticals

8) Education

      -School & Universities, Research Centers, Tutorials & Special Classes, Specialized Examination Centers:

9) General Services

      -Government Services, Professional Services, Property Utilities, Service Providers, 

10) Travel, Leisure & Entertainment

      -Airline Companies, Travel Agencies, and Ticketing Offices:

11) Shopping

      -Malls, Teleshopping 

How much does the IVR service cost?

It’s difficult to estimate the cost of IVR because it varies greatly based on the size of your company, the features you choose, the number of lines you need, and the difficulty of installation.

IVR is a part of a comprehensive call center software package.

For in-house IVR, prices start at around ₹1,50,000 per line for small businesses. Mid-sized businesses can expect to pay tens of thousands of dollars to implement IVR, while large corporations and enterprises may see costs reach hundreds of thousands of dollars. The price per line generally decreases with the more lines you add.

Hosted IVR is less expensive, beginning at around ₹60,000 per line for small- and medium-sized businesses.

Although IVR requires a significant investment, if your business is large enough or busy enough to need the technology, you can expect to recoup the costs in the long run in reduced staffing expenses and better customer retention.

Click here to know more about IVR System Or can contact us 

Which is Better Bulk SMS or Bulk WhatsApp

sms or whatsapp

Bulk SMS or Bulk WhatsApp, which is better for marketing to increase your business?

Messaging is the most popular source of communication. messaging is done more than the telephonic conversation. Now comes the point of the source of messages. 

The most popular one is WhatsApp, the famous messaging app. Whatsapp is the most commonly used app for communicating all over the world. It has globally 2 billion active users sending 65 million messages every day. it’s no surprise that Facebook (the developers behind WhatsApp) expanded its platform to include a business application. 

And if we talk about bulk messaging, so the normal messing comes first.

But first, let’s understand what is bulk messaging 

Bulk messaging is sending a large number of messages covering a large number of people.

Nowadays for business Such as running competition, marketing campaigns, notifications for employees, promotions, or events. Bulk messages play a vital role which enables us to send messages to a huge number of people at once. This is the most useful and safe way for delivering Sms or contacting customers worldwide safely, quickly, and directly.

 Bulk mass messaging can be proved as the best platform to use for sending a large number of Sms messages to a broad audience at once.

The Mobile Phone has become an important communication device and it is ubiquitous. This makes Bulk SMS more important for the business. Bulk SMS is a powerful marketing tool that allows business owners to engage with their target customers via mobile technology. In other words, you can blast out a huge quantity of messages to your customers, with just a few clicks.

But as you know a coin has 2 sides

Let’s understand it individually 

Advantages of Bulk SMS

1)Speedy and effective

Bulk SMS is a fast and efficient way to reach your customers. With Bulk SMS marketing, messages can be delivered to your target audience in just a short time. Bulk SMS can be sent out anytime (days or nights) and your recipients can receive it anytime and anywhere even without an internet connection.

Time is Gold. Bulk SMS can give you a surprise as you can blast your messages instantly and get a response instantly.

2) Cost-effective

Conventional advertising such as newspapers or TV advertising requires a high cost and it might not be affordable for small businesses. It is an effective marketing method for small businesses or newcomers who are looking for advertising with just a tiny fraction of the cost.

According to surveys, 90% of SMS messages are read within 3 minutes. 

3) Strengthen customer relationships

Being wished happy birthday on your special day by a company makes you feel special.

This helps strengthen customer relationships and create loyal customers. It helps you maintain consistent engagement with your customers. Done right, you can outrun your competitors by staying connected with your customers regularly. They will remember you easily.

4) Personalized and customized

You can customize your SMS content messages with personalized customer’s names, company names, or other information you have for your contacts. With this, you can show your customers that they are important to you.

5)Location Targeting 

 Reach surely no matter what the location, time, or phone status is:

SMS reaches its users irrespective of the location and time. Even when their phone is out of coverage area or is in inactive mode, the messages reach their target users the moment this device is switched off

6)Don’t Need Smartphone

you don’t need a smartphone for receiving an SMS– a regular mobile phone is just what you need.

7) High readability 

Surveys show that 97% of SMS messages that were sent out are instantly read. This is because nowadays everyone has a phone with them and it takes only 5 seconds to read an SMS. The open rate of Bulk SMS is higher than other marketing tools.

However, there are also some drawbacks of Bulk SMS.

1) Limited Word Count 

You can only create short content for your messages as Bulk SMS has a limit on the number of words. Sometimes, this limits the message that you wish to deliver to your customers. Thus when using Bulk SMS, your content should be straight to the point.

2) Limited Format  

The only format that can be used in Bulk SMS is word content. Users are not allowed to add any image or animation effect.

3) Ensuring SMS readability is not possible

It can’t be ascertained whether the SMS you have sent had been read by your target audience or not.

Now let’s talk about WhatsApp

Advantages of WhatsApp messaging

1) Secured

Whatsapp marketing is promoting products or brands by providing all kinds of securities. There is a high chance that the frauds can easily copy the concept of the product or the brand and then promote it in his name. As a result, the company must face a great loss. But using the Whatsapp marketing service, the company can be tension-free.

2) Easy to use 

Whatsapp is a mode of communicating device that is easy to use. Anybody can use it for its easy features. So it can be a good marketing tool to promote the brands or products.

3) Acceptance

 It can undoubtedly be said that Whatsapp has gained popularity all over the world. It is very difficult to find a single person who doesn’t use Whatsapp. So Whatsapp marketing helps to expand the market value of the particular products

4)Many Features

 WhatsApp has many features that other social platforms do not that benefit your company and can improve your marketing efforts.

5)Good Open Rate

 Around 70 percent of messages on the site are opened. Those numbers are much better than just about any email marketing platform!

6) Help in Social Media

 You also won’t have to pay to promote your posts or to get higher visibility with your followers, like you have to do with other social media platforms

Disadvantages of WhatsApp bulk messaging

1) No multiple choices

The worst thing about Whatsapp marketing is that the user can have only one account at a time on a device. So there are no multiple choices to promote the brands. As a result, the speed of promoting the products may be less than the other marketing tools. 

2) Numerous Messages

 The Company has to send numerous messages to the customers that might be annoying and for that reason, most people avoid reading that message.

3) Powerful Competitors

Whatsapp has many powerful competitors including Facebook and Instagram which are professionally used as social media marketing tools. They fulfill a higher reach than Whatsapp.

4) Personal Use

Primarily, the drawback to WhatsApp is that it was made for personal messaging and not brand marketing.

5) You can block

 With the WhatsApp marketing software, the sending time is delayed, and it’s tedious. Every time you send a bulk message over WhatsApp, you will need a dedicated sim card mobile number. There are also restrictions on how many messages you can send per hour.

6) No Reporting

WhatsApp was not created for businesses, it also does not have in-depth analytics. It only shows what messages have been sent and received.

7) Need Internet 

The target needs to be an in-network area because WhatsApp messages cant be delivered without an internet connection

Despite the drawbacks, if done right, Bulk SMS can give a strong boost to your sales and customer relationship. It is one of the best marketing tools that can help you reach more and more customers.

To know which one is good for your business, Choose free to call us 

Top 4 Tips On How CRM Can Help In Education Business

crm in education business

With technological advancements, we are looking for Customer Relationship Management (CRM) systems that can become a solution for our customers and help companies manage them with a pinch of personalization.

But due to lack of resources, maybe, we prefer outsourcing this significant operation to the contact centers.

What is so different about them?

Well, they use the most high-tech call center solutions that now have an integrated CRM.

This enables them to cater to various industries like finance, insurance, education, mortgage, IT, and so on.

Customers are now changing the way they communicate with the companies.

To adapt to these changes, companies are using software technology that can help them manage all their communication channels and stay on their toes.

All the time while if you couldn’t connect how a CRM system could be relevant to the education systems, let me get you through with some theory and a practical example of how it has helped the education businesses.

Education businesses provide service and, unlike any other, cater to a market where their students may or may not be their direct customers.

For such institutions, it is essential to provide quality service and maintain a good rapport with students as well as their parents (who might be the payer-direct customer at times).

In other words, these institutions cater to the youth – a set of audiences prone to stay up-to-date with the latest trends.

In recent times, higher education systems have started noticing a change in the way their audience communicates with them.

Additionally, their audience demands instant service; hence, they are experiencing a change in their operations and are adopting customer relationship management systems.

To define their audience well, educational systems serve students, parents, alumni, and last but not the least prospective students; so does their CRM system.

Their CRM systems cater to their audience and help them manage communication with them and maintain all the customer information across various channels; this in return, helps the institutions offer personalized programs, send customized messages and track all the i

How CRM can help in the education business:

crm in education business

Faster Service:

Using a good CRM system enables institutions to provide faster service.

This could be one of the reasons why they use call center software technology with an integrated CRM.

The system lets institutions automate their responses through emails and other communication channels.

Furthermore, the system also helps them track the latest trends through any feedback shared with the admissions, marketing, and any other department involved in the process.

Real-time data:

Online call center software is popularly known to provide real-time data, graphs, and figures that are helpful in the decision-making process.

It shows them the exact number of female students or male students, the region they come from, and their age group. Furthermore, it lets the institutions track the students’ lifecycle.

Work-flow automation:

This is yet another feature of the CRM system.

How does this help?

It makes sure that institutions don’t skip any query and respond to each one.

It can assign tasks to each staff member who may be relevant for the job and yes, all of this can be designed to be automated.

For instance, any query about the admission or course is assigned to the admission department.

Tracking the website and other platforms:

This feature enables the institutions to track all the responses and keep an eye on all the communication channels.

In other words, it allows institutions to track the first interaction of their student with them, letting them plan their marketing strategy smartly and allocate resources appropriately.

If you are still not convinced of the advantages it brings along, let us further understand the benefits of CRM systems for the education business with a case study.


crm in education business

The case in point is an educational institution providing higher education courses.

Established in the year 1990, the institution used to provide more than 15 courses and used to hire industry specialists that are best for every course.

To point out the uniqueness of the institution, it allocates live projects to their students giving them exposure to the working patterns of the industry.

With time, the institution has grown its branches and spread across 6 locations in Mumbai and Pune.


how teacher can get benefit with CRM

A common misconception about the education business has been that it has remained constant over the years; whilst human activities have undergone numerous changes.

However, educational systems continue to follow the same protocols, established years ago.

Recently, students are becoming demanding and need teachers or authorities on request.

Students now want to make events bigger than ever, using digital mediums.

However, the institution needed to change the look of its website to keep up with these requirements.

Secondly, the recruitment activities had to be channelized properly.

Additionally, to keep up with their high-end reputation they needed to come up with courses and design coursework that is in sync with the latest trends in the industry.


crm in education system

This was a concern handed by the management to the department coordinators.

Majorly, they had to find out a workable way to track, maintain and automate their interactions with the students, parents, or even alumni members followed by a solution over the other concerns.

Initially, they considered telemarketing software as the possible solution.

However, it had its own limitations; it was unable to record customer interactions over the other platforms.

In parallel to this, they were looking to do some research and find out the gap between their current operations and the student expectations.

A survey suggested that students nowadays are looking for online information, writing reviews, and sending in their inquiries online.

However, most of the inquiries did not receive a response.

In other words, many students began their first year without any clarity.

This showed that the institution clearly needed to streamline its operations and improve its management to boost its prospects of generating revenue.

The findings further stated that the institution needed a CRM system.

The search began and they tested various systems and decided to pick the call center software solutions, as this will help them keep a balance between their telemarketing operation, marketing, and customer management operations.

The institution needed to create a holistic management system and needed a system that would let the institution leverage its all-inclusive functionality.

Hence, they picked the best call center software.

It was now the time to empower students and study about their life-cycle was conducted.

The institute learned that the life-cycle of a student began from the time they enrolled with them; then came the phase that involved monitoring the progress of students and their needs – we could refer to this phase as the retention phase.

Their life-cycle ends when they become alumni.

The CRM system enriched student interactions and helped the institution personalize its communication channels to deliver actionable results.

The system further simplified the admission process and helped the institution store all the information like course name, student information, batch number, admission data, and academic history on one dashboard.

The reputation of any institution is determined by its students.

This made it important for the institution to attract and enroll students with high potential.

The findings of the survey had already clarified the fact that more than 90 percent of students go online every day.

It was now the time to track leads and online channels to generate leads and engage the students.

Post an inquiry is registered through any social media channel the management would receive all the information on one particular platform – the cloud call center software.

This enabled them to respond to all the messages at a rapid pace and increased their chances of getting excellent students enrolled.

The next step was to use their assets – the alumnus, to nourish their prospective students.

This was done using the CRM system which compiled data of alumni and enabled the institution to communicate with them about the institutes’ achievements and stay connected with them.

This further allowed them to invite their alumni back or ask them to guide/ mentor students, helping the existing students with networking support for their graduation to employment transition.


The most important achievement post the implementation of the CRM system was that it became their digital event management system due to its functionality allowing barcode registration scanning, email reminders, online booking forms, and confirmations.

This enabled them to improve user experience and reduce the time required for data reconciliation.

The system also helped them streamline their recruitment activities and communication with the students.

The communication was now more personalized and they could now track the level of engagement of their audience.

The system has become a tool for targeting leads and identifying the latest trends, change workflows and analyze their campaigns for future growth.

Empowerment and engagement have become significant due to the strong persona and bold attitude of the young generation.

Every member of the institute is a marketer – be it a student, alumni, staff, or parent.

This makes it important for educational institutions that they ensure that all their representatives are aligned with their values.

The advantages brought by a CRM system cannot be denied; however, many institutions are yet to understand the role played by these systems in their well-being.

This has led to an increasing demand in the call center software industry to provide software with an integrated CRM system.

You can surely look for a few which top the list, but Tentacle Cloud is just one of them.

To understand how it works, you can probably take a free trial.

How Virtual Call Center Setup Can Transform Your Business in Top 8 Ways

Contact centers have assumed the utmost importance in the business operations of large and small-scale businesses over the past two decades.

Companies have realized the importance of having dedicated personnel to handle communications.

For larger companies, it takes the load off their shoulders and allows them to outsource their huge bulk of calls and customer interactions.

For smaller companies, it allows the core group to focus on the development of products so that they can grow in the market. All in all, call centers serve the very important purpose of acting as the interface between the customer and the organization.

A virtual call center is a phone support system that offers businesses a virtual representation of their offices.

In other words, instead of the typical building with call center agents crammed in to take care of communications, a virtual call center allows its agents to work from their homes and communicate with a centralized server so that the team is wary of developments, and managers can keep a track of the work being done.

The virtual call center model has a whole lot of advantages.

Instead of physical office space, it utilizes cloud storage to centralize data storage and saves up operational costs. It also relieves the company of geographical boundaries while hiring agents, because they will work from home anyway.

In addition, it gives them more diversity, which is always a benefit especially for the larger companies who are serving international clients.

This in turn increases the customer’s confidence in your business.

In this article, we will talk about the ways that virtual call centers make business easier, allow people to work from home, and contribute to an increase in productivity.

1. Saves operational costs.

Not relying on a physical office space brings with it a lot of savings in operational costs. The company can cut short the costs of required setup and supplies, building rent, fixed costs like equipment, paying for storage, physical amenities, and other lease costs.

All that is required is the equipment to track and monitor the work of remote systems and ensure that all the relevant data is available at a server for easy retrieval and management.

This not only brings down the costs by a significant margin, but it also reduces the hassle that a company has to face in its day-to-day operations, be it in terms of maintaining legality, custodial expenses, ensuring environments of workers, etc.

2. Allows employees flexibility.

One of the leading concerns of employees in call center jobs is the lack of flexibility that their job allows.

With virtual call centers, employees get to work from home.

This means that they not only get to attend their duties at home more easily, they can also choose their shifts in advance to ensure that their personal lives are not too disrupted by their job.

This significantly improves employee satisfaction levels and prevents agent attrition, which is otherwise one of the biggest concerns that call centers have about their employees.

Allowing your employees the flexibility they want also helps you find out the employees who put in extra effort when they can and determine your assets.

3. Hiring from a wider applicant pool.

Call centers are often hamstrung by their limitations in hiring agents.

You have to take into account only those people living in the same city, or at least nearby.

Virtual call centers allow an international pool of applicants if necessary, beyond any territorial boundaries, so that you can have the pick of the best agents available.

Not only is this a boon for the company, but the applicants also get a shot to work with the biggest names in the business if they are good enough, regardless of where they are from.

There is no difficulty in monitoring the work of people who live miles away, and there is no difference in the approach of doing so with one agent who resides in the same city, and another in a different country altogether.

4. Managers can track every detail.

When all the work is done digitally, every action leaves a trace that can later be tracked if necessary.

The process becomes more transparent, and managers get a better picture of what is going right or wrong with the strategies being followed.

Using the software, virtual call centers are more effective in determining and monitoring the key performance indicators of the business for each employee.

Agents are always accessible online, so managers can also give them prompt feedback on their actions, which leads to more dynamic corrections if required.

5. Customers relate better to diverse agents.

If you are a large organization, you are likely serving customers in multiple nations, where each nation has its own quirks and uniqueness.

Customers from a particular country often tend to relate better to agents from that country itself.

This helps to establish a relationship of trust effectively, and ultimately leads to better sales and quality of service.

Therefore, it is a good idea to hire agents from those countries where get you the most business, so that customers can relate better and be more comfortable while talking to your agents.

This is only possible if your employees work remotely, in a virtual call center setup.

6. Round-the-clock service.

Again, for companies serving international clients, you have to work by their time zones, not yours.

This means you might have to schedule enough agents round the clock, including night shifts, to deal with the volume of calls coming in.

This could be a challenge for a traditional call center, but for virtual call centers, you could ensure one of two things.

Either you could have international agents for whom the time zones align with your customers, or you could have dedicated agents working through the night from home.

Either way, virtual call centers make it easier for you to provide 24*7 support, which is necessary to progress in the market.

7. Full use of technology.

Virtual call centers allow companies to harness the power of technology to make operations more efficient and cut down on costs without compromising on quality.

By using the software, you can simulate the working environment with remote systems, all connected for fast data sharing and information retrieval.

Moreover, using technology in this regard helps to get work done faster because your colleagues are always available online in case you need to communicate, any relevant information is available on your browser, helplines can be contacted if you are out of your depth, reminders, and alarms are set in place to keep your work on a track, and your own performance evaluation is available for you to improve upon.

8. More productive agents.

Happy agents are productive agents.

In a virtual call center scenario, not only are employees happier with their job profiles owing to the ability to work from home, have flexible times, get information at their fingertips and work according to their benefits, they are also equipped with the technology necessary for them to do their best work – be it in terms of extensive analysis on data, easy to use interfaces for their platforms, mechanisms like auto-dialers and predictive models, etc.

All of this combined insures a spike in productivity and leads to agents being able to provide a better quality of service.

The Case Study

In this article so far, we have talked about what is a virtual call center, how it differs from the traditional version of a call center, what business benefits it can bring, the call center software that it involves, and why it should be implemented.

We have also spoken on the effect it has on the customers in terms of gaining their trust and making them comfortable, as well as on agents by giving them room and keeping them satisfied.

The call center software solutions that are implemented in virtual call centers are easy-to-use interfaces, so the agents can work on the platform easily and navigate through all the available options.

There is a helpful mechanism in place for experts to step in, in case of any errors or confusion.

The system is built to be self-explanatory and works according to the parameters that the company has defined.

To shed light on how important these virtual call centers can be, let us turn to a case study featuring a real example of a call center.

For the scope of this case study, Gammon Solutions is a telemarketing agency providing call center solutions for an established organization.

This case study will progress through the problem scenario and the challenges faced by the company, to studying the solutions they drew up and how these changes led to a growth in business.

The Problem Scenario

Gammon Solutions had been operational for more than 10 years.

In that time, they had grown from being a fairly local initiative to now becoming a truly global organization.

With this growth, however, came a massive increase in the customer base, and it was becoming difficult for the call center to manage the volume and diversity of queries coming in, and make effective marketing strategies.

They were looking to utilize telemarketing software solutions to diversify their efforts and cater to people more efficiently.

The Challenges

The problems that the company faced are listed below.

1. Scheduling and staffing was an issue because the call center needed to provide support round the clock, but it became difficult for them to find willing employees working at odd hours in that sort of volume.

2. The costs associated with housing that many employees were running too high, and were starting to cause an effect on the company profits. Moreover, expansion became an issue because it would prove to be so expensive.

3. The company could only hire agents within the locality, which limited its scope for improvement, and hindered their chances of competing with bigger companies elsewhere.

4. The software they were using was not enough to deal with the volume and variety of data being flooded in and as such, led to inefficient reporting and pegged them back.

The Solutions

The managers at the company chalked up the following solutions to help them deal with the challenges that they faced.

1. They opted for a virtual call center setup so that people could work from home for the different shifts and be more comfortable in case their shifts did not fall in the regular business hours.

2. Agents were asked to work from remote devices at home, which slashed costs associated with maintaining a physical office space.

3. The company invested in the best call center software to deal with the data they produced and draw out more efficient patterns and models from that data.

4. The company could now hire talents from anywhere in the world, which allowed them to get the best agents available and further boosted their productivity.

The Results

Once the initial investments with regards to purchasing and implementing the latest technology, connecting remote devices to the network, providing training to the agents on how to go about the new platform, and setting up monitoring devices and metrics were complete, operations progressed much faster, more smoothly and more efficiently.

Within the next year, all these surplus costs had been regained and over the next two years, the company saw an unprecedented increase in the profit margins.

Customers were also more satisfied with the quality of service they received, and as a result, the company continued to grow and gain a reputation.

Thus, we can see how virtual call centers are likely to progress in the future.

They are more financially efficient, allow freedom to the employees, keep a good check on the quality of work and allow operations to occur more conveniently.

The advantages highlighted here also point towards the virtual call centers as being the better option in terms of getting customers to trust your brand and remain loyal to it.

Therefore, having a virtual call center setup and allowing your employees to work from home can transform your business for the better and help you take the next step.

How To Enhance Personal Experience in Top 20 Ways

More and more companies around the world are embracing the use of technology to lighten the load on their human employees and to ensure that all possible resources can be directed towards the research and the development of better products.

In the case of call centers, automation has a major role to play in modern systems, with automated customer service now being used to enhance customer service.

The cornerstone of good customer service has always been a combination of quality and personalization.

With automated systems now taking personalization of service as one of their primary features, and with their assurance of quality, they stand the best chance to provide an elevated level of service and help your company grow.

In this article, we will take a look at how the personal experience for the customer can be bettered through the use of automated customer service.

1. Ensure fault-free alert systems to notify humans of issues.

Sometimes, the biggest requirement of automation is to notify an agent when something goes wrong, or an anomaly approaches. Automation to begin a human interaction, as is the case with an alert system, helps the company conduct proceedings smoothly and monitors office activity.

2. Improve conversion rates.

Automation helps your customers get the most out of their products.

It is also more efficient than the average human agent in converting leads to hard sales because it can pick up the exact requirements of the user based on the data it gathers and then present the value proposition of the product in a manner that leads to spiked conversion rates.

3. Draw out more effective referrals.

The increased satisfaction of customers is bound to make them promote your product in their networks.

This positive word-of-mouth helps you gain more new customers and boost sales.

In addition, automated systems would ask satisfied customers for referrals and testimonials which better your company’s reputation.

4. Retain more customers with constant access.

Being in touch with your customers even after they have completed the sales, is something that can distinguish your brand from others in the market.

Using automated customer support, you can send them interactive messages, initiate conversations, notify them about further opportunities, and overall, just remain in touch so that they feel a connection to the brand.

This pushes your retention rate significantly and increases customer loyalty.

5. Preemptively address customer concerns.

Human intervention is inherently reactionary because it is next to impossible to preempt a situation on a marketable scale.

With automation, however, you allow your system to effectively look for any potential red flags, identify what a customer is likely to need soon, what their queries would be about, etc., and then preemptively supply them with that information to make their personal experience better.

6. Decrease the volume of incoming service requests.

Automation is also very helpful in lightening the load on human resources.

Especially during peak hours, agents are burdened with unattainable numbers of calls that they then have to process throughout the day.

By decreasing this volume, you allow that space for your employees to focus on the quality of their interactions over the quantity.

7. Help customers help themselves.

More often than not, customers are happy to solve their own problems if they have an easy source of knowledge, then burden an agent with their problems.

Automated systems allow the customer to access simple tutorials or referrals that they can use to solve their issues. This saves time for both parties and benefits the experience of the customer.

8. Resolve issues quicker.

Using automation massively brings down the time it takes to resolve an issue.

Not only are agents better equipped to handle the requests that customers make, but they also have the suggestions posted by the system to help them through it.

With access to likely customer indications, requirements, and proposed solutions, the work of an agent can be done far more effectively.

9. Pre-design replies for all incoming messages.

Automated intelligent systems can be programmed to recognize the type of incoming message and send an appropriate response till human intervention can take place.

Often, that response helps customers understand that their queries are being attended to, bringing up their levels of satisfaction and helping the company retain them.

10. Streamline the process of operations.

Automated ticketing systems and a dynamic knowledge base are important elements of well-functioning call center support systems.

Customer service automation can benefit the team’s workflow and the overall streamlining of operations by allocating tickets as per the requirement or sharing the interactive knowledge base with the customer to help them figure their own solutions out.

11. Utilize data about customer history.

One of the greatest benefits of automated customer service is that it properly utilizes data to optimize performance.

A call center is a gold mine of data about every customer, and the automated system efficiently draws out the meaningful data from it to suggest patterns that have the best statistical chances of success for a specific client.

12. Humanize the experience.

Customers crave personalization and human touch in the interactions they have with the call centers.

At the same time, call centers are burdened with so much volume that they can hardly afford to steer away from generic scripted answers.

Using automation, they can make use of the data about the customer to build a model that humanizes the experience for every individual client without needing any time or effort from an agent.

13. Gain exposure for your operations online.

For a company looking to attract new customers, proper online visibility is essential to its success.

Automated systems can not only dynamically keep their presence online, but can figure out what changes are required based on audience feedback in real-time, leading to a more efficient web presence and a subsequent chance of exposure.

14. Sync social media.

The number of social media users, across all the popular platforms, is over 2.5 billion.

It is important to stay active on the top platforms like Facebook, Twitter, Linked In, or Instagram for a company to get noticed.

Regular posting and syncing with all media platforms can be taken care of by the automated system, keeping the company digitally relevant and reaching out to millions of users every day.

15. Assist live through chatbots.

Chatbots are the best solutions in any live chat service.

It is impossible to keep an agent on call for every user who wants an immediate consultation online, so chatbots automate responses based on advanced text mining and AI-powered tools.

Customers need immediate, correct, and personalized answers and the company saves its agents from actively having to engage in such large volumes.

16. Maintain multi-channel communication.

Similar to how automation can help in cross-platform posting and syncing, companies also engage in automated systems to maintain communications with customers over multiple channels to ensure they stay in touch and keep the customer occupied through all the relevant means.

Social media, email lists, line calls, and text messages are automated to be sent to clients at regular intervals.

17. Tag and segment different messages for future reference.

Data keeps flowing into the call center every second, and it is important to label and tag chunks of information so that they can be retrieved in the future.

This real-time segmentation of data into different clusters as per their nature is an automated process and is essential to keep the data meaningful.

18. Never miss a follow-up.

More often than not, issues do not get resolved at the first call.

So, agents need to follow up with those customers as the status of their query moves along.

Not doing so leaves a bad impression and causes customers to leave, provide negative exposure, or join rival companies. Automated systems keep track of every necessary follow-up, making sure you do not miss a deadline.

19. Track events without human intervention.

Live events require constant monitoring, often at a scale that would be inefficient to be done manually.

Agents still have their own schedules and work to do.

Therefore, putting an automated system in place helps to get constant feedback on the status of the events and ensures smooth functioning without needing an agent to stay in control actively.

20. Save yourself a lot of repetitive work.

At a call center, automation takes over a lot of otherwise repetitive work.

Running a code snippet could save the writing of thousands of emails.

Putting a system in place covers billions of data points that would otherwise have to be analyzed manually.

In this matter, it drives up efficiency, provides better service to the customer, and gives them an enhanced personal experience.

The Case Study

We have seen how automation can affect the workings of the company in terms of making its workflow more efficient, getting the best out of call center software, providing interactive and personalized communication, and enhancing the customer experience.

Not only is it a helpful tool to deal with the volume of data that the call center faces, but it can also provide a level of individualism and personalization that is practically impossible if done manually.

To judge the effect of automation on a working call center, let us take the example of Ultron Technologies, a telemarketing agency providing call center solutions for an established organization.

Through the course of this case study, we will take a look at the challenges they faced, the solutions that were implemented to counter them, and the effect that those solutions had on the company.

The Problem Scenario

Ultron Technologies had been in business for a very long time and had served its clients well.

Over the last few years, they had hired more aggressively to deal with an increasing customer base, but it was now at a point where they had to replace manual jobs to continue the scale of operations.

They were also looking to provide more personal interactions and beef up their online presence.

The Challenges

The challenges that the company faced in its day to day operations are as follows:

1. Agents were unable to deal with the high volume of calls that came in throughout the day, especially during peak business hours. Scheduling of agents became an issue.

2. The company had a poor online presence and inactive social media handles, which is why a lot of leads decided not to pursue sales after initial research.

3. Customers were unhappy with the level of service offered because queries were taking too long to get resolved. The company often missed deadlines and failed to initiate conversations that could get them a better business.

4. The data being dumped at the storehouse was not being classified and hence was difficult to retrieve meaningfully.

The Solutions

The managers at the company came up with the following solutions to counter the problems that they faced.

1. They decided to invest in the best call center software which would allow them to implement automated customer service and intelligent systems.

2. The company used its technology to design a better online presence through active mailing, presentable website interfaces, frequent social media usage, communicating over multiple platforms, etc.

3. Simpler queries were resolved through the automation system using the data collected and it is AI modules. This brought down the time required for resolutions, lower volumes, and increased efficiency.

The Result

Within the first year of the implementation of this new technology, agents had been trained to use it to the best of their abilities, and their work focus was now centered around more operations that required manual monitoring and action.

This drove up the overall efficiency of the workplace and provided an elevated quality of customer service. Over the next few years, customer retention rates were far higher, and the sales figures gradually increased year on year through the better telemarketing software solutions.

Thus, we can see how crucial a role of automation technology plays in the growth of a company.

Using the right call center software solutions, you can boost revenue generation through sales, provide enhanced personal experiences through better customer service and ensure your customers stay loyal to your brand.

How To Adjust To The Personality of The Buyers In 20 Amazing Ways

In sales, the ground realities of the business can often be different from the strategies that should work in theory.

For instance, it can be very difficult to explain why certain customers react the way they do to a particular event, while others react differently.

As an agent, you could provide the most promising argument, back it up with data and show your value proposition effectively to your customer, and still find that your pitch has been rejected.

It is as important for employees to focus on how they communicate as it is for them to pay heed to what they communicate.

To get the best out of every single buyer, they need to mold their personality and their approach according to the personality of the buyer.

This way, the customers will be able to relate better, be more likely to trust the agent, and subsequently be more likely to invest in the product concerned.

In this article, we will provide tips on how employees can adjust themselves according to the personality of their buyers, to draw the best out of every conversation.

1. Listen attentively. The first thing an employee has to do is cultivate good listening skills.

He has to pick up on subtle references to understand what the customer’s mindset is, and how they are reacting to any situation. Attentive listening also gives the agent a wealth of information to work with.

2. Talk about your product’s USPs. Starting a conversation can be a gamble because agents cannot predict customer behavior at that point.

Therefore, it is a good idea to push your USP first up, so that you can gauge early on how the customer perceives it and then work accordingly to further convince them and make the sale.

3. Give yourself time to understand the customer’s personality. Most associations last well over one phone call. Your company stands to gain a meaningful association in the long term if you give yourself some time to understand your customer’s behavior patterns rather than jumping right in.

Let the customer speak for a while, understand their problems and their approach and then model your pitch accordingly.

4. Make use of technology. Use the data about a customer to get an idea about their personality.

Their previous buying history, expressions of likes and dislikes general profile, and experience all indicate how they are likely to behave.

Agents need to adjust their communication to reflect best with that determined likely personality to give themselves the best chance at success.

5. Establish a personal connection. Operations are far more efficient if the customer feels a personal connection with the agent in question.

It helps to bridge a relationship of trust between the two parties, makes the customer feel more comfortable, and enforces the idea of a partnership for mutual benefit.

6. Match your customer’s intensity. Very often, the intensity or drive that the agent exudes is way over that of the customer. This leads to customers feeling like the agents are over-enthusiastic or desperate to sell them products, and cause them to shut off the brand.

Matching the customer’s level of intensity is important to move a business relationship forward.

7. Analyze the effect of your conversation. Agents have the benefit of real-time data to see what kind of effect their words and actions have on a practical level.

This data should guide employees into modifying their conversations to reflect better results, even in the middle of a call if necessary.

8. Communicate at an individual level.

Your customers want service that is personalized and individualistic.

To match their personality, you need to treat each customer as a separate subject instead of grouping them into demographics and trying out more generic strategies.

Communicating with each person separately will establish better relations.

9. Keep the ideas easy to grasp. Talking about concepts that are too complex for non-experts in the field, using too much jargon, or painting every action as complicated, can alienate the customer.

Agents have to keep things simple and solve queries in a manner that is easy to grasp and understand.

10. Focus on beginning and ending well. The beginning and end of a conversation stay with the customer even after the call.

You must make these memorable.

Say something that piques their interest to start with, so that they remain invested in the entire conversation.

End on a positive note so that the customers are willing to stay in touch further.

11. Appeal to your customer’s emotions.

Emotional connections often work better than logic in convincing customers.

An agent who can deliver content in a way that appeals to the emotions of the client is likely to see more success than another who delivers the same or even better content in a less engaging way.

12. Be charismatic in absorbing information.

As a call center employee, you have to showcase genuine interest in what the customers have to say.

Even if they are saying something repetitive, wrong, or inefficient, it is your prerogative to be charismatic and take in whatever information you are getting.

You can then use this information as a base for your subsequent conversation with the customers.

13. Ensure your customers know you value their association.

Companies need to communicate to their customers how valuable they are and how important their association is to them. Agents need to conduct themselves in a manner that is respectful and interactive, so the customer feels valued in the conversation, and hence trusts the intentions of your brand additionally.

14. Be persistent with skeptics to persuade them. Patience is a virtue all employees need to cultivate.

Very often, a customer will be skeptical about the products you pitch.

They will hesitate to invest in your company, or ask a whole lot of questions covering every detail.

Employees need to answer them patiently and comprehensively to gain their trust.

15. Influence customers by citing referrals from their networks.

A customer is naturally more likely to trust the words of someone from his own circles.

This is where agents can improvise and cite referrals by other clients to establish a connection.

This shows that others have given your company a vote of confidence and that you are capable of delivering the best solutions in the market.

16. Avoid ambiguity in conversation.

Perhaps the one most hated thing that customers have reported is ambiguity in conversation.

As an agent, it is your duty to ensure that the point of the conversation is clear and well laid out.

No customer wants to waste their time talking to an agent who will only beat around the bush.

Get to the point and stick to your points as often as you can.

17. Be ready to change your style of decision-making.

As discussed earlier, employees need to be ready to adjust their approach to match the customer’s personality.

If you understand that your approach needs a change, you must have a Plan B in place, so that you are prepared to take up a different decision-making strategy.

18. Bring in an expert opinion if needed.

Customers sometimes want reassurance in a particular field to dispel their doubts.

In such a scenario, it is a good idea to bring in an expert to the conversation, take a backseat and let them explain the technicalities to the customers.

This also makes customers value you as a resourceful agent belonging to a resourceful company.

19. Make your business customer-centric. Major companies are realizing the need to put the customer first in all situations, because of the power that customer service holds in business.

A customer-centric business ensures its agents know that the client must be prioritized, and communicated so to their callers, in a bid to keep them loyal and profitable.

20. Ask questions outside your business agenda. Customers are more likely to enjoy a personal connection with agents who know their personal lives.

Agents need to be ready to open up and be willing to ask the odd question about the customer beyond their business, for a meaningful relationship to exist.

The Case Study

Different customers will obviously have different approaches in any particular scenario.

Moreover, the mindset of a customer depends on whatever is going through their minds and in their lives at that point. Using the call center software, companies try to factor in everything that influences a client’s personality and then devise strategies.

The approach that employees take can have a significant effect on the outcome.

You might have a great product, provide great value propositions and have a working marketing strategy in place, but if you cannot adjust your strategies to fit in with each client’s personality, chances are you will end up striking the wrong chord and lose a lead.

Agents use every resource they can, from intuition to call center software solutions, to gauge the mindset of the client before trying to provide support.

To understand the critical role of dynamism in sales tactics that play in business and the importance of adapting to the client’s personality, let us take into account the example of Vanarym Solutions, a telemarketing agency providing call center solutions for a large organization.

We will analyze the challenges they faced, the solutions they implemented to those challenges, and how that impacted their business and their sales figures.

The Problem Scenario

Vanarym Solutions had been struggling with a slide in productivity over the past year.

Despite conjuring solid marketing campaigns and developing a top-notch product, their sales figures were nowhere close to ideal, and they were falling short of predetermined targets.

The company was looking to take the help of technology to provide more effective telemarketing software solutions and boost their revenue generation.

The Challenges

The problems that the company faced in their day to day operations are listed below.

1. Customers were not being given adequate time to say their piece. Instead, the agents were more concerned with making sure that they informed all of the salient features within a short span of time as possible.

2. The same customer was redirected to different agents on subsequent calls so no agent could establish a personal connection with them.

3. The software in use was insufficient to indicate what route to take for agents to draw the best out of every interaction and every individual customer.

4. Customers complained of ambiguity in conversation, and the agents could not appeal to their emotions in trying to sell their products.

The Solutions

The managers at the company proposed the following solutions to counter the challenges that they were facing.

1. Agents were asked to adhere to metrics that prioritized quality, so they could take some time to listen to the customers and gauge their personality, and then adjust accordingly instead of having to rush through with the call.

2. Agents were encouraged to establish a personal relationship with the customer, get to know about their lives, and get them to trust the brand through repeated contact.

3. The company invested in the best call center software which took in data about the customers and suggested the best strategies to adopt in every individual scenario.

The Results

Vanarym Solutions invested heavily in new technology and training for its agents.

For the next year, their revenue figures remained stable as they could overcome the setback of those investments.

For the next two years, their sales figures rose steadily.

Customer satisfaction levels were at a high, and more and more customers were remaining loyal to the company, which was important for them to ensure as they embarked on a journey of scaling up.

Within five years, they were in a leading position in the market and were able to increase their operations.

Thus, we can see how important adaptability is in the curse of business.

Employees should be able to adjust themselves according to the unique customer they encounter.

That is what separates a truly successful company from the mediocre one.

The tips and strategies provided here will definitely help your company follow that route of adaptability and generate even better results.