The accessibility of a range of customer service platforms, like text messaging, social media and live chat, has reduced the call volume of many customer support call center firms. This is why, more and more call centers have non voice processes or blended processes with greater use of digital platforms. Traditional call centers might think that non voice tools are detrimental to voice processes, but that is not the truth. In fact, non voice channels have benefitted contact centers and their clients in multiple ways.
Studies have shown customers served via a combination of non-voice and voice channels are more satisfied than those who were served only by calling. Thanks to multichannel efforts of the call centers and greater use of non voice tools that has led to smarter customer service and higher satisfaction rates among customers as well as employees.
Customer satisfaction driven via non-voice tools
By integrating non voice processes and tools with existing voice-based services, the contact processes have been simplified by multiple times. You may ask - how are processes simplified when they have to go through multiple channels in place of one!
The answer is that multi-channeled support fuses customer information despite the platform being used by the customers to communicate and enter their personal data.
When a written request is sent by a customer via a chat, text message or an email, the information is available even to voice process teams. This helps them in understanding the customer’s issues and requests better, makes it easy for them to consult with other departments and come back with a far more well-informed and superior solution before calling the customers back. Due to which, the recurrence of call transferring, and waiting periods will be reduced drastically.
Increasing dependency on non voice processes
As per forecast, the rate at which chat and messaging apps are used by customers at present is going to increase by manifolds over the upcoming years. The recent global pandemic has made customers even more reliant on non voice communication channels and hence, call centers have to gear up with better functionalities and strategies for non voice processes in order to provide better customer support. Digital contact center service providers have also shaped their services to meet the present client’s needs. Today, many PCI DSS compliant call centers offer chatbot support, online reputation management services, social media marketing, search engine optimization for client’s website and ecommerce support. There are two typical kinds of non-voice process found in call centers. These are:
. Email Non-Voice Process: Email support involves information processing and to send an appropriate reply. This requires superior drafting capabilities. Email support can be very efficient in gaining customer confidence by providing solutions to their problems in an organized way. It will not cause any annoyance to a customer while selling the highlighted points easily.
. Chat Non-voice process: The chat support agents are required to handle more than one chat window at a time, depending on the rush. It involves answering customer queries instantly, and providing 24/7 support.
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