Why Five9 may be the answer to enhance your Customer Engagement.

In order to improve customer engagement, businesses must create better processes and give their support team the appropriate tools. Thankfully, there are a variety of solutions. Our partners at Five9 may have just the right solution for your organization.

Many industries are currently providing self-service options for the customer, but there is room for improvement. According to CCW Digital’s “Enhancing Customer Engagement” report, 3% of respondents reported that they were able to completely solve their issues with self-service and only 15% find chatbots trustworthy. This tells us that all platforms of communication can use some updating.

While it’s not possible to remove all negative experiences for your customers, it’s possible to minimize those by using the right platform and standardizing the customer experience – regardless of how they choose to communicate with you.

Prioritize Technological Evolution

To avoid common missteps, keep your contact center technology up to date with the ever-changing expectations of your customers. Technology can be difficult to implement and any upkeep involved can cause more issues. However, AI’s ease of implementation and improvement on agent experience may alleviate these issues while improving the service experience of your customers.

Avoid Agent Burnout

If you rely on old technology, agents and customers will have negative experiences. The turnover of agents will cause a cycle of turnover, but with the help of technology, this can be avoided. Studies show that customer satisfaction has a direct correlation with agent turnover. Consider looking to technology to assist and enhance the work experience for your agents.

Take Advantage of AI

Implementing AI can improve customer engagement with improving agent burnout. By combining the creativity and emotional intelligence of humans with the speed of AI, contact center agents become more productive. Virtual agents highlight where contact center should focus to reduce agent burnouts while providing higher value work to them.

Understand Your Customer

It’s important to develop a detailed understanding of what customers need in order for your company to succeed. Machine learning and sentiment analysis will help you collect data about how customers feel about each product, as well as how they feel about the brand as a whole. Practical AI is also an integral part of machine learning tools. With practical AI, companies are able to better understand why customer service requests take longer than they should or whether automation rates are increasing. By staying ahead of the competition and focusing on customer needs, successful outcomes can be achieved.

Use The Right Tools

One way to train your agent is giving them the tools to handle anything that comes up. Customers can have different needs and agents need to be able to cater their service accordingly. Agent-based tools can help provide relevant information based on specific circumstances, while also increasing customer engagement.

If your call center is looking for a way to streamline interfaces, provide your agents with an intuitive solution that works in and out of the office, as well as provide your customers with the best experience possible, Vicom is ready to utilize our partnership with Five9 to provide you a turnkey solution. Please fill out the form below and we’ll be in contact.