Customer experience should be the top priority for every company.
It costs between five and twenty-five times more to acquire a new customer than it does to retain a current one.
It should go without saying (but we’re going to say it anyway): Keeping your current customers and making them happy is crucial.
And they won’t stick around long if they don’t feel valued, catered to, or cared about.
To create this great experience for customers, you need to take an innovative approach, especially when it comes to one of the most important components of any relationship: communication.
In fact, many of the problems businesses face in general, but particularly in the realm of customer service, have to do with communication.
If you’re giving your customers social media channels of communication, then you’re looking at trying to handle messages from various sources, such as Facebook, What’sApp, Twitter, Web Chat, etc. and it can get confusing and overwhelming, to say the least.
When the exchange of information isn’t smooth, you’ll have a frustrated customer on your hands.
Think how many times you felt this pain and how that affected your future buying decisions? It probably didn’t encourage you to become a lifelong brand ambassador, did it?
Need some proof of the importance of providing a great customer experience? Check out these statistics:
- U.S. companies lose more than $62 billion annually due to poor customer service.
- More than half of Americans have changed their minds about a service because they didn’t have a good customer service experience.
- Consumers are much more likely to spread the word about a bad experience as opposed to a good one. (15 versus 11, on average!)
- 59% of consumers won’t do business with a company ever again after ONE poor customer service experience.
Not being able to respond quickly hurts your relationship with your audience. People like to be heard, and want their questions resolved as quickly as possible.
Plus, without a centralized system of managing everything, things get lost and a ton of time is wasted trying to catch up and be present everywhere.
As a business, when you don’t have all your proverbial ducks in a row, your customers will notice. And they may decide to work with your competitor instead of you. Ouch.
But nexogy has the solution: unified communication.
We have integrated this technology into our product offerings so that we can offer a streamlined user experience for all parties involved in a transaction.
We’re going to look more closely at what unified communication is and why you should be using this technology to delight your customers and boost your sales, too.
What Is Unified Communication?
A simple definition of unified communication (UC) is “a system that allows multiple channels of communication to be accessed from a single interface.”
To go a little deeper, it can be ,defined as, “equipment, software and services that provide and combine multiple enterprise communications channels, such as voice, video, personal and team messaging, voicemail, and content sharing. This can include control, management and integration of these channels. UC products and services can also be integrated with networks and systems, IT business applications and, in some cases, consumer applications and devices.”
(Note: You may also hear the terms “multichannel” and “omnichannel” used to refer to unified communication. They all mean the same thing.)
Why Use a Unified Communication Service?
There are seven major reasons a unified communication solution can benefit your customers and ensure their experience working with you is second to none.
1. Better Availability and Flexibility
Unified communication gives you the ability to be available to your customers (and/or your customers to be available for their customers) on the communication channels they use daily.
Whether it’s a social media app or any of their devices, including tablets, smartphones, laptops, or desktops, they can communicate.
Softphone apps add a whole new level of reachability and, no one is tied to a desk to do business.
Bottom line: Customers like to be able to reach you. It builds trust and makes their experience working with you positive.
2. Improve Customer Satisfaction Ratings
If you have an excellent meal at a new restaurant, the service is fantastic, and it was an all-around great experience, you’re likely to leave a good review. And to tell your friends they need to check it out, too.
The same is true for your customers when you provide them with top-notch customer service.
A unified communication service greatly increases the chances that your customers will not only be satisfied, but that they’ll leave a glowing review and give your customer satisfaction ratings a boost.
That’s sure to bring in more business, too. It’s a win-win.
Statistic Bomb: 77% of customers will recommend you to friends, family, and strangers on the street if they have a good experience.
3. Streamline Your Processes
If there’s one thing that puts a drag on productivity it’s going through processes that have a million steps.
In the fast-paced world we’re living in, nobody has time for unnecessary procedures that are nothing more than a time-suck.
Unified communication takes all the arbitrary “stuff” and reduces it down to one system that can handle a multitude of tasks.
The ability to centralize and automate your sales channel is a boon to your bottom line. But the fact that you can also do the same with your customer service procedures?
That’s the gift that keeps on giving.
Statistic Bomb: 74% of customers will switch brands if they feel the purchasing process is too complicated.
4. Increase Efficiency
When a contact center needs to handle a large volume of communications through digital channels, they need to be prepared to process these efficiently to avoid losing opportunities and customers.
Distributing the communications that arrive from multiple channels efficiently, and without sacrificing the customer experience, is one of the fundamental challenges in customer service processes.
5. Reduce Marketing Costs
Unified communication can help you reduce marketing costs which, in turn, translates in lower cost per sale.
But let’s back up a minute.
Marketing is really all about making it super easy for your prospective customers to find YOU, right?
You want to make them understand why and how you’re the one with the best solution to solve their problem.
With a unified communication service, your marketing team can communicate in real-time with features like voice and video chat that can be added directly to their social media platforms and their marketing content.
That means that prospects can get in touch with you with a click. It’s that simple.
But that’s not even all.
Your marketing team can use the various tools that are part of the unified communication system to send personalized, automated messages to prospective customers according to what they’re doing online, including any interactions they’ve had with your company.
6. Improve Sales Ratio
This solution allows you to integrate your call center with your sales processes, including leads verification, optimization, and automation of your lead management with greater efficiency and quality scores.
The platform provides robust data and reports on business and social media interactions.
7. Boost Sales and Conversions
We have more sales tools than ever, so it doesn’t quite make sense why it’s 30%-40% harder to close deals than it was just a few years ago.
It seems that the issue comes down to data.
If salespeople aren’t keeping accurate track of the data they collect about prospects and their sales efforts...well, that 30%-40% starts to make a little more sense.
But, with a unified communication integration, that important information can be automatically added to the CRM. The sales team member will be prompted to add notes, so everything “lives” in one convenient place.
Not only will this result in a higher volume of sales, but it will also provide you with the capability to recover leads that didn’t convert.
Unified Communication: Better Customer Service & Sales
Providing these unified communication solutions to customers will position you as an invaluable resource, deepen your important business relationships, and ensure the customer experience is stellar.
Whether you’re delivering these services to your own customers or you need them for your own business (or both!), you’ll enjoy the benefits of satisfied customers and a boost in revenue.