This Festive Season Up Your Customer Service Strategy to Grow Big

The busiest time of the year is here! Diwali - the festival of lights and time when people spend more, invest more, and shop more is here!

Following a 2021 survey, 94% of respondents were excited to shop during the festival season, compared to 80% last year. This directly translates into huge sales opportunities for companies, which means increased pressure on customer service strategy. Handle this pressure with a simplified cloud telephony solution and encourage seamless business communication.

Surprise your customers with stellar experiences!

But it doesn’t just happen. With a rush of discounts and offers awaits to multiply the sales across different sectors. You need to plan and design a business strategy to deliver an experience that makes customers happy and satisfied. You can delight your customers with instant solutions, self-service options, omnichannel service, and round-the-clock availability, regardless of customers' location or time zone.

If you are wondering how to make everything possible? Well! Incorporate cloud telephony into your business. It will take away all your concerns. According to a study, 54% of retailers are concerned about not having the right technology in place.

Right contact center technology gives businesses a range of benefits.
 

• It redefines business communication by moving business to the cloud.
• The smartest and easiest way to provide excellent customer service without adjusting quality or cost.
• Ensure all customer interaction and information are available regardless of communication channels.
• Saves infrastructure costs by using mobile apps and world-at-home models.

Cloud communication is the technology that supports businesses to thrive in high seasons. Utilize the solution to help your business through the festive rush. Not only to stay connected with customers but also to keep employees engaged and aligned with your goals.

No one decides on a recall or a natural disaster, but customer service executives can still prepare for unforeseen occurrences. And here’s how you as a company can use cloud communication to prepare for Diwali.

Intelligent IVR

Customers from different demographics tend to contact businesses more during the Diwali sales and offers. It boosts sales but increases employees' workload affecting productivity and mental stress. Agents constantly need to be on their toes in order to attend to the endless calls throughout the day.

This is where you can determine the level of a query with intelligent IVR (Interactive Virtual Receptionist) to your business communications. For simpler issues, your business can incorporate self-service and only priori\tize important calls involving LIVE agents. Intelligent IVR ensures:-
 

• All calls are routed accurately & swiftly to appropriate extensions.
• Freeing up agents to focus only on complex queries instead of getting bogged down by mundane issues.
• No caller goes unaccounted for with an auto-attendant.
• Giving customers the opportunity to leave voicemails in agents’ inboxes.

CRM Integrations

Single dashboard solution! Now, contact center CRM works from a single dashboard, allowing businesses to combine other telephony integrations easily. During the festive season, people are in hurry, which might create chaos. CRM plays a crucial role in avoiding these situations. It will allow your agents to handle every customer and maximize profits.

With CRM, your data is siloed on different applications making information search a complicated task for agents. Allow your team to stay focused by minimizing data entry and automating manual processes. CRM ensures:
 

• Eliminate the task of creating and updating records.
• Automates basic tasks like assigning leads and enriching the lead process.
• High productivity while providing more time to the team.

Omnichannel Approach

Augment the customer experience through an omnichannel approach. Through this support, you’re enabling your customers to get the product they want; whenever, and wherever.

Internet exposure has allowed customers to reach out to the business via different platforms. Your business gets recognized through various channels, so utilize it wisely.

With this strategy, leverage your customer lifetime value (CLV) and your web presence to win a competitive retail marketplace. A robust omnichannel customer engagement strategies retain an average of 89% of their customers, compared with only 33% for companies with weak omnichannel strategies. The approach ensures:
 

• Customers come again and again.
• Seamless & positive experience throughout the customer journey.
• Segment users & personalize the journey.

24*7 Customer Support

Nobody wants to miss the mega Diwali offer. Customers are flooding with their needs in the market and online sites. In such a scenario, cloud telephony tools come handy and help you win customers. Incorporate toll-free numbers and allow your customer to reach out to you for free. It encourages indispensable assets that help deliver round-the-clock services. Enhance your customer experience, improve client retention, and grow your business over time.

Cloud telephony is a dynamic solution that offers a variety of features like comprehensive insights for better decision-making. Monitor and record call to keep track of customer data and analyze employee productivity. This a win-win situation for you and your customers! What more:-
 

• Manage your communication needs.
• Magnify reach.
• Improve credibility.
• Manage multiple calls simultaneously.

Voice Broadcasting

A robust strategy doesn’t only means creating campaigns, sharing sentimental stories, or giving visual treats to attract people’s attention. Every single business will bombard customers with these strategies. How can you stand out? An intelligent campaign is all about reaching the target audience at the right time, bringing joy, or encouraging them to purchase,

It is where voice broadcasting solutions can help you with the right cord!

You can deliver every single message you want to convey to your target audience at the right time. No matter how far your customers are, you can reach out to them with a voice broadcasting solution. What else you get:
 

• A streamlined call tracking system creates detailed lists.
• Provides valuable insights like the total number of calls, the number of conversions, etc.
• Integrate polls, give your customers a reason to get interested, and convert them into potential clients.

How Does Cloud Telephony Help Businesses Up Their Customer Service?

Diwali is all about joy, positivity, and spending time with your loved ones. Businesses and customers feel this rush alike so shower them with exceptional customer experience. Your customers and employees are a part of your extended family. So use this opportunity to serve them well, and keep them engaged, connected, and in the right spirit. Moreover, help your business with a variety of cloud communication tools. The rest will work itself out. And don’t forget to wish everyone a ‘Happy Diwali.’