Businesses realize if they want their customers to stay loyal, then they have to invest in consistently providing them with a good experience. Consequently, more than 50% of organizations will redirect their investments into customer experience innovations this year. Not only does retaining a customer cost 25 times less than gaining a new customer, but when companies increase their investment into customer retention by only 5%, they can increase their profits up to 95%.

As a result, organizations are utilizing hosted contact centers to meet ever-evolving customer demands for more personal and transparent experiences.

Better Interactions

A recent ATG Global Consumer Trend study found that 90% of customers consider live phone assistance or live chat extremely helpful and that 63% were more likely to return to a website that offers live assistance.  However, today’s customers want the ability to reach a business through multiple channels including live call, website live chat, email, mobile, and social.  That is why creating a consistently good customer experience across channels is very important.

A key component in providing a good customer experience is finding the right talent, and the flexibility of a cloud-based contact center allows for that. There are no geographic restrictions to hinder having the most informed and courteous call center employees. These teams of highly trained contact center specialists can greatly enhance your consumer's experience by meeting and exceeding their expectations and keeping them loyal to your organization.

Quality management is also extremely important in improving the customer experience.  You need to be able to monitor and measure agents to ensure that all your service objectives are being met and all are delivering high-quality customer service.

Customized Service

A hosted contact center solution allows for greater innovation. You can easily create the contact center your business needs through insights provided by the custom reports that monitor and detail the levels of service being provided. You will also be able to easily spot trends to better predict customer needs. And with 87% of customers thinking brands need to put more effort into providing consistent customer experiences, custom reports can give your company a competitive advantage. For example, a custom report could identify the best times to implement automated workflows that assure efficient handling of an influx of calls when running a promotion. With contact routing capabilities, you will be able to deliver the right agent to your customers through the appropriate channel in the most efficient manner.   

Secured Uptime

Disruptions are not only an unavoidable part of life but, unfortunately, a part of business too. Even the slightest disruption to your services can damage your relationships with your customers beyond repair. However, with a cloud-based contact center, there is never fear of a damaged or destroyed system. Your clients will be able to continue to receive top level, 24/7/365 care, saving you from the fear of downtime and lost revenue. Additionally, even when new upgrades or features are implemented, there is no need for downtime. The update is applied and available with no negative effect on the customer experience.

Consumers want immediate solutions that effectively solve their problems, and with a hosted contact center you will be able to provide that support. That is why it is important to partner with a trusted provider, like Altice Business, who understands the value of an end-to-end solution to boost customer loyalty and your bottom line.

Successful businesses realize that having exceptional customer service means having a competitive advantage, which is why they understand the importance of having a contact center that is innovative, expandable, and resilient. The hosted contact center solution offers businesses the ability to engage in the one on one communication necessary to preserve their most valuable customer relationships.