Unified communications
4 Min Read

Customer relations: blending physical and digital worlds

Rigid non-video, real-time (or automated) conversation is a thing of the past. Why? Because customers now expect more from communication software. They want a fluid and dynamic experience that eliminates frustration and simplifies complex scenarios. They want eye contact to feel understood and validated. And they want, fast, easy solutions.

Which is why a live expert service is not only a growing expectation for buyers, but also a viable business-improving tool. Let’s explore…

Next generation CX

Acquiring new customers costs five times more than retaining existing ones, which begs the question: why are only 18% of UK businesses investing in the latter? Particularly when just a small 5% increase in customer retention can lead to a 95% profit boost – in other words, the more loyal the customers, the higher the profits. And with 81% of consumers making purchasing decisions based on how much they trust a brand, a business’s reputation is paramount to this retention. Starting with customer services.

Gone are the days when customers based their loyalty on a price or product. Instead, they now base it on the experience they receive. It’s a cold, hard fact that if you fail to keep up with their changing and increasing demands, customers will leave, forcing you to acquire new ones. And the chances of selling to a new prospect is only 5-20%, compared to 60-70% to an existing customer. What’s more, with 76% of customers reporting that it’s easier than ever to take their business elsewhere – it’s easy to see why consumers are switching from brand to brand until they find an experience that matches their expectations*.

However, the good news is that investing in new customer experience initiatives has the potential to double revenue within 36 months. Because 86% of buyers are willing to pay more for a great customer experience. And it’s worth bearing in mind that 72% of customers will share a positive experience with six people. But an unhappy customer? Over 13% will tell 15 plus people. Damaging a brand and its relationships.

The solution? Offer consumers a positive, seamless interaction with your company. And drive brand loyalty via excellent customer service. But how?

Collaborative environments

Nine out of ten businesses are competing solely on customer service. But it’s the businesses collaborating with consumers via revolutionary technology that are wining loyal, satisfied customers. And with Richcall’s click-to-call, click-to-video and co-browsing, employees and buyers alike can enjoy the next generation in customer experiences.

Providing customers with a one-touch live support option, Richcall is easily integrated into your website or mobile app, allowing businesses to establish a fully interactive, video-enabled session. And the WebRTC-powered client interface works with one click, saving customers the hassle of downloading any additional software. A live agent video brings a personal touch to customer interactions, and a web-collaboration option allows clients and agents to surf the website together; get visual help co-browsing and fill in complex forms seamlessly.

While not only offering an excellent alternative to customer services, Richcall also allows teams to improve and develop by encrypting and recording each interaction for further evaluation. And by employing specific features such as Secured Real Time Protocol; role-based access control for admin, supervisors and agents; and User ID and password protection, you can feel confident that customers’ sensitive data is safeguarded.

With a collaborative environment that empowers customers to tackle challenging hurdles or tasks, you can offer a unique set of capabilities that puts your business ahead of the competition. Furthermore, Richcall can be integrated in any contact centre software to comply with multi-channel strategies, enabling agents to work in a blended, cross-channel mode. And with two options to integrate the software into websites – via a widget or in a new browser – making the switch is effortless.

In an era of instant communications driven by customers’ need for personalised and seamless interactions, brands constantly need to adopt new communication channels, allowing them to reach customers at any stage of their purchasing journey. And with 51% of UK consumers preferring to shop online, the pressure is on.

To see what RichCall can bring to your contact centre, contact UCtel to find out if RichCall is the right solution for you: sales@uctel.co.uk.

Salesforce