The range of digital channels now available and the rise of automation has transformed the world of customer relations. It might seem that simple voice interaction is no longer needed, or effective. On the contrary, voice remains a popular and valuable mode for communication amongst customers. When delivering a superior customer experience with meaningful interactions, there are at least three key reasons why voice remains the best tool for your brand.
The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.
Your contact centre is the strategic hub of your customer relationships. It is often the main point of contact for your customers and represents an important step in building a relationship with your business. Of course, when handling a large number of customer queries, complaints and resolving a variety of issues, there is potential for a less than perfect experience.