Contact centers are essential for providing the best experience for your customers. And since 76% of consumers say they’d switch to a competitor after having a single bad experience with a brand,1 your business growth depends on your ability to build a better customer experience.
Contact center as a service (CCaaS) solutions leverage traditional call center functions alongside new, advanced features to create a contact center that meets your customer’s needs. The right CCaaS platform can help you connect with customers over their preferred channels, such as email, chat, and text, and support flexible work models by moving voice capabilities to the cloud.
But when every CCaaS provider claims to be the best at what they do, choosing the best, most cost-effective fit for your business can take time and effort. Here are a few tips to keep in mind when looking for a cloud-based contact center solution:
Meet Customers Where They Are
Businesses with an omnichannel contact center strategy improve customer retention by 91% year over year.2 That’s because modern customers want you to meet them where they are. Your customers may prefer to communicate via email, SMS, or even social media pages. If your agents aren’t able to respond on those channels, disappointed customers might choose to take their business elsewhere.
CCaaS solutions offer tools that help your agents stay connected with your customers no matter which channels they’re on, from phone calls and texts to online chat and more. No matter your needs, there’s a CCaaS platform that meets them.
Tracking the Customer Journey Is Key
Today’s consumers expect a consistent experience every time they contact an organization. However, keeping track of conversations is difficult when so many channels are available to customers. By integrating your customer relationship management (CRM), enterprise resource planning (ERP), or other similar tools with your CCaaS solution, you can provide the visibility your agents need to stay up-to-date with every interaction and build a customized experience for each customer.
Equip Your Remote and Hybrid Workers
With more companies switching to flexible work models, CCaaS lets you equip your work-from-anywhere agents with features and tools that keep them connected and productive. The right contact center solution will expand with your business as it grows, so you can opt for a low-cost, basic call center now and add channels and features as needed.
Find the Right Contact Center Solution With CommQuotes
The CCaaS market is crowded – and it’s only getting harder to navigate. Unless you’re a contact center expert, knowing which providers to trust and how to find solutions that meet your needs without going overboard is virtually impossible.
CommQuotes can help you cut through the noise with agnostic advice and true advocacy. Our contact center experts have worked on thousands of projects in every vertical, use case, and size. We’ll drill down into your specific contact center needs to find a solution with the right mix of features and functionality to keep your business competitive at the lowest possible price.
Learn more about selecting contact center solutions in the crowded CCaaS marketplace – and how CommQuotes can help – in our latest ebook. Download your free copy today.
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