Cloud Call Center Software with the Best Mobile App Customer Experience

May 26, 2021 Mike Smith

Can your cloud call center software improve customer experience, within your company’s mobile app?

In the video (below), Mike Smith provides several ways cloud call center software vendors (by integrating into your company’s mobile app), are able to improve customer experience and improve profitability.

Which cloud contact center software vendors have the best mobile app integration? Click the button below, to ask Mike today.

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedInTwitter or SpiceWorks.

Transcript

Hey, your company is looking for a new call center software solution.

If that’s the case, and your company is interacting with people who are using their mobile phones quite a bit, what you want to do is look into a cloud contact center solution that has a great mobile app interaction experience or integration.

What I want to do is kind of detail that a little bit and tell you kind of what those things can do and how it can benefit your company.

The engine powering your company’s mobile experience

First, if you’re looking at a cloud contact center solution that has a great mobile experience, what they can do is they can actually embed their cloud contact center solution into your company’s mobile app. So, if your customers are using your company’s mobile app to interact or to do anything, they can actually put their cloud contact center solution into your own mobile app so that when your customer goes to interact with your company, they’re actually using your cloud contact center solution to do so, and have a lot of robust features built-in.

Well, how does that benefit you, if it’s built in?

Well, number one, a big thing with cloud contact center is improving your time to resolve. So that’s big within your call center, right? If you can reduce the amount of time it takes to resolve anything that’s coming in, you’re more efficient with your payroll. Your customers are happier. You’re getting a better customer experience.

Consolidate Identify Verification

Well, how long is it taking you to verify identity of people that are reaching out to your company? How many different layers of identity verification do you have?

I know for me, when I call my bank, I have to verify my identity several different times with several different people. And that just adds time to the call… which costs your company money in employee costs. It also reduces your customer experience.

But what if they contacted you on your company’s mobile app? And because they’re using their mobile phone, it automatically used facial recognition to verify their identity and your call center agent could see that (in their app window) so that they never have to ask them all these questions.

Their identity is already verified through their mobile phone. That would be great. It would really reduce your time to resolve, and it would really improve your customer experience as well. So that’s something you definitely want to look for.

Get notified when an agent is available

Also, what if, (when they’re in that application), they want to reach out and talk to somebody and it automatically tells them, “Hey, how about we text you when the next agent is available?”

We’ve all heard of the callback thing, right? But what if just within your application, and they can make a request?… They never have to call your company at all. They just request to receive a text message when an agent is available. And if they say, yes, they’re ready to take the call, they’ll receive a call from your company.

That really improves the customer experience from that person trying to reach you, right? And it also improves the efficiency of your contact center agents that are sitting in the office. It really decreases the amount of call volume that your application is taking.

Cloud Call Center Software with the best mobile customer experience

Make an appointment for your call

Along the same lines, if somebody’s on your company’s mobile app and they want to talk to somebody, what if it gave them options of available times and they could choose an appointment time, and they can choose a communications preference? Either they want to do SMS message, or they want to chat, or maybe they want to send an image to your company, but they can assign a time where you’re going to have an agent available and it automatically creates an appointment for them. It saves everybody time and improves the customer experience quite a bit.

Pass important data to the agent

And lastly, because that customer is on their mobile app for your business, when they contact you, what if your agent can see all the information coming from their mobile phone; Like what type of an internet connection they’re on, if they’re on Wi-Fi, what type of an issue that they’re having… Because maybe when they first got into the mobile app and they went through, hey, I’m having an issue, they had to answer a couple of questions.

That information is sent to your contact center agent in advance. Maybe they’d been waiting for that appointment and they come up and they have all the information they need. It’s just a lot more efficient of a process. It’s going to improve your customer experience. It’s also going to improve the efficiency of your payroll for all of your contact center agents.

So all in all, if your company is looking into a new call center software and your customers are often on their mobile phone… especially if you have a company mobile app that they’re using, (like a healthcare company or things like that), you absolutely should look into contact center solutions that have a great mobile integration.

Which vendors have the best mobile app customer experience?

I hope that helped a little bit. If you’d like to know which vendors have the best mobile integration and can integrate with your company’s mobile app, don’t start Googling it. You’ll probably end up in the wrong place.

Instead, just contact me via email or phone (714.593.0011). I’m a broker for all the major cloud contact center service providers out there. And based on what you tell me about your company’s requirements, I can match you up with the best service providers out there, and I can make sure you get the best pricing available and get great service from the provider that you choose. Don’t do all the research on your own. Just contact me. I’ll help you. I’ll save you a lot of time.

The nice thing is that at the end of the day, your company doesn’t have to pay a dime for my service. As a broker, the service providers pay our broker fees, so your company doesn’t have to. There’s no excuse not to reach out.

I hope this video was helpful. If so, don’t forget to hit the like button down below and I’ll catch you on the next video.

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