8 Tips for Aligning Sales and Service

Today, businesses have a wealth of terrific choices when it comes to applications and platforms for both sales and service, including commercial products from software vendors, as well as applications that have been built in-house. Many businesses have tackled optimizing their sales process with cloud software at one point in time, and the tools for the customer support department at another. The result? Silos in process and technology that often create disconnected customer experiences because businesses lack the 360-degree view they need of each individual customer to deliver the kind of experience that customers expect.

When considering a cloud platform as your next solution to connect sales and service, you need to find a platform that serves both business and IT interests: both sides are essential in keeping your customers happy. To find the right fit, you must keep in mind a variety of factors.

1. Trust

As with any technology, security, availability, and performance are essential factors when choosing a cloud provider. Ensure that the cloud solution you choose is built around a robust and flexible security architecture. Speak with providers about how they will protect your data and give you visibility into system performance and security.

2. Customer Success

When choosing a cloud platform, find one that prioritizes your own success. Your cloud provider should offer robust training, success services, and community resources to ensure you’re making the most of your investment.

3. Innovation

Cloud computing has gained critical mass in the marketplace, which means it’s easier than ever to find a cloud platform solution. But this doesn’t mean you should just go with anyone – choose a cloud provider that’s market-tested and delivers innovation often, future-proofing the technology and your investment.

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How Self-Service Technology Is Changing The Contact Center Job Landscape

Customer experience and the contact center landscape are already in the process of changing dramatically, and change will continue to happen for years to come, according to Ian Jacobs, a senior analyst at Forrester. One of the biggest impacts on contact centers has been the growth of self-service technology. Instead of calling a company with every question, customers now have a variety of resources available to assist them, including chatbots, mobile apps, customer forums, social media, and more. According to Ian, there are two main takeaways from the growth of this technology:

Customers are using self-service technology more, which means that calls coming into contact centers are things that a customer can’t answer on their own. Contact center agents are answering more difficult questions than they have before.
Because customers almost always try to self serve before they call a contact center, traditional contact centers are now escalation channels. Customers calling in are often frustrated because their previous attempts to find answers have been unsuccessful. Agents are handling more difficult situations and are starting at a disadvantage versus where they were even just a few years ago.

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Meet NovaMedia, our multimedia system for contact centers, receptions and / or telecommuting, with which your customers can communicate with your company through phone calls, voice and web chat, or from a mobile application, click here.