While voice is still the dominant support channel for customers, they also expect to make their own choice of where and how they get support. As an organisation it is important to understand which channels you should support, and how you may organise your resources to cope with the different support channels you are present on.
Depending on your primary customer base, you should be present on a multitude of possible support channels. Is it sufficient to support via phone and e-mail? Or should you provide support via Whatsapp? Or should you provide support via chat when your customer has logged in via a Self-Service Portal?
Although other support channels are on the rise, a simple phone call is still preferred by most people. With an optimized user experience, you ensure that your customers get the correct answer in the first call. With happy customers, also your support agents have the best work experience possible.
Depending on your specific organization, a customer community website could be the most optimal. Or are your customers ready for a chatbot or a voice bot? Routine questions may potentially get handled via self-service channels.
Your customers live in an instant, mobile world, and expect ultrafast and personalized services. The connect via multiple channels, more than most companies dreamed of. And, as new platforms become available, people change as they see fit.
With customers using an average of 10 channels to interact with companies, it’s no longer a question of what channels you should support. Customers are accustomed to seamlessly switch channels and they expect your support team to do the same.
How do you plan for a personalized 1-on-1 support experience, on the channels that they prefer? How do you integrate support via Whatsapp, Twitter, Facebook, chat, chat bots or voice bots in your organization?
Computer Telephony Integration (CTI) in Salesforce has been here already for a long time. Typically, this integration allowed for answering inbound calls (or making outbound calls) via a Phone widget in your Sales or Service (Lightning Console) App.
With Service Cloud Voice, inbound and outbound voice calls get more integrated than before:
Workforce Engagement provides you an integrated solution that allows unifying your services processes and people. Predict case volumes, balance staggin and schedules, and engage agents in an integrated workspace.
With Amazon Connect integration in Salesforce, your Sales and Service users may do all their tasks straight from within Salesforce. Whether they handle only inbound calls, only outbound calls or a combination. Not only does Amazon Connect handle calls, but it also fully aligns with Salesforce’s Omnichannel functionality.
Some of the key functionalities are:
Next to the standard functionalities, Amazon Connect and AWS allow for further functional enhancements:
