Survey Says: The Importance of Survey Data in Marketing

There’s nothing more important than the opinion of the masses when it comes to marketing. After all, without the approval and buy-in of the public, it would be hard to get any product or concept off the ground. But when it comes to getting these opinions, companies are becoming spoiled with choices  do you go with the latest tech to help you check digital analytics? Do you set up a complicated system to check for behavioral data? Or do you go with the familiar stalwart of any research company: surveys?

It may not be seen in print as much anymore, but survey data is alive and well online and can make a huge difference in the success of a brand. Although some may consider surveys tedious and too difficult to parse data from, they contain a wealth of knowledge that can help create a winning product. Survey data is not only accessible but can be invaluable in informing a solid marketing strategy.

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Benefits of Callbacks in the Contact Center

Contact centers experience spikes in activity, which lead to longer hold times and frustrated customers and agents. When organizations implement callback in their contact center, they are able to better align available resources to customers’ needs and gain operational improvements in key service metrics.

Here are some benefits to offering callback in your contact center:

A BETTER EXPERIENCE FOR CALLERS

1. Callers can request callbacks to avoid waiting in queue for long periods of time.
2. Callbacks increase customer satisfaction by freeing up the caller’s time. Callers can complete other items on their to-do list while waiting for a callback.
3. Customers are connected to the best suited agent which increases first contact resolution and decreases call time.

A BETTER EXPERIENCE FOR AGENTS

1. Callers are usually more friendly when they do not have to wait. The number of irate customers an agent would have to handle would be reduced. With fewer irate customers to handle, agents would be more friendly, so they would be able to provide better service.
2. Callbacks reduce call volume spikes and lulls by giving callers the choice to opt out of waiting on the line.

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Changing the Call Center Experience Through WebRTC

The number of WebRTC devices continues to expand as consumers become more comfortable with ‘video calls’ in their daily lives.  As a result, companies that run call centers are increasingly striving to offer customers new channels to connect on the device of their choice, at the time of their choice.

Organizations of all sizes that offer call center services for their constituents want to continue to increase efficiencies and the level of customer service, satisfaction, and loyalty. WebRTC now consistently makes the short list of technologies that enterprises consider to meet these goals.  WebRTC enables real-time communications through supported web browsers and mobile applications.  This enables customers to browse a website or open an app and receive a variety of information quickly and easily – from details on a product itself, or where to find additional background materials.

4 ways WebRTC will boost the power of contact centers

Contact centers continue to evolve rapidly and a relatively new technology, WebRTC, promises to make it easier than ever to enhance customer support by enabling users of web browsers to support voice and video calling without downloading any client software.

1. Caller uses WebRTC from a website.  

When WebRTC was developed, most use cases focused around video conferencing (competing with Skype) and click-to-dial widgets for websites.  The click-to-dial widget approach assumed that if surfers were already on a website and a channel of communication was already open, why divert users to another, external channel (the phone)?

While call widgets were relatively popular, adoption wasn’t particularly high because the feature was supported by only some browsers (Internet Explorer and Safari still lack WebRTC support) and users had to deal with laptop microphones which they rarely (if ever) used.

In 2015 the number of vendors introducing click-to-dial widgets did not grow as fast as in previous years, and it doesn’t seem likely that it will pick up in 2016.

2. Agent uses WebRTC to receive a call. 

The dominant use case for WebRTC in contact centers in 2015 was contact center agents using WebRTC to receive incoming calls.  Users dial in and routed through a company’s Interactive Voice Response (IVR) to the contact center. Once there, instead of being routed to a physical phone or even a software client on the agent’s desktop PC, the call gets routed to the agent’s web browser. This means IT has fewer vendors and less software to manage and maintain, and it enables the business to scale out of the physical contact center by allowing agents to work from anywhere. This same capability can be used by an agent or a salesperson to “dial out” from the CRM system in their web browsers via WebRTC to user phones.

This became the primary use of WebRTC in contact centers in 2015. Companies like LiveOps, Zendesk and Freshdesk use Twilio’s WebRTC client to drive this connectivity within their CRM and helpdesk cloud services. Expect this trend to continue strong in 2016 and trickle into larger enterprises.