One form of providing customer service and a good customer experience is setting up phone system. This is extremely helpful when there is a vast amount of customers that outnumber how many of your employees can handle them. As such, there are two ways you can set up this system and should pick the one that is most suitable to your business, social CRM or otherwise.
Call Queue System
This system is a good structure and often recommended by customer support analyst in order to foster a better customer experience. It allows customers to listen to music while they wait for a representative, and it could potentially inform them of how long the wait will be as well.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Interactive Voice Response
This system allows for creative customer support and can even be linked with social CRM. The customer will have to traverse through a series of questions in order to be brought to the correct location. While this may seem like a painful wait that customers must endure, it does offer proper efficiency, especially with an established group of customer service provider.
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