Monthly Archives: November 2018

Making international calls? Learn how to ensure high voice quality on VOIP calls.

Do you support your international customers from a global headquarter, or local customers from multiple remote offices? Or does your business need to call prospects across the globe? In both cases, VOIP calls can really slash those international phone bills. But if there are basic voice quality issues, it isn't worth it. Disruptions, echoes, jitter or long silences can ruin the customer experience. How do you ensure high call quality on VOIP calls? Do you need to fix things in your own infrastructure? Or watch out for something when choosing your cloud telephony partner? Turns out, call quality issues can crop up in cloud telephony infrastructure or your own office infrastructure. That's why we’ve divided this guide into two helpful sections: Cloud telephony infrastructure issues: 2 ways to ensure your cloud telephony infrastructure ensure high call quality Issues in your office infrastructure: 4 office infrastructure fixes to ensure high call quality. 2 ways your cloud telephony infrastructure can ensure high call quality on international calls. Distributed Points of Presence (POPs). If you know that a substantial number of your calls will be international ones, it is critical you ask your telephony partner to list out their points of presence or POP’s. (We’ve mentioned this before in our guide to selecting a cloud telephony partner ) Why is this important?  If your solution provider doesn't have multiple points of presence, they will have to resort to providing media(voice) and signaling (logic) from a single location. To put it simply, let's say their application is hosted in Location A, and your application site is in a distant site B and C, then when your partner provides all services from Location A itself, you will face voice issues like jitter, blank calls or one-way voice in site B and C. And, if your provider hosts multiple instances for each location, then each location will become like an independent entity, and you will not be able to run a central ACD (automatic call distribution), and will also face issues while scaling.   When you have multiple POPs, the Media (Voice) and Signalling (Logic) can be separated. This means that all agents/ admin login to the same application from anywhere across the globe. The ACD is centralized and voice is separated from this application logic. Global voice gateways can be deployed. So wherever you or your customer is located, a nearby voice gateway ensures there is zero voice latency issues (no jitter, one-way voice or blank calls). KOOKOO’s global presence ensures high voice quality during VOIP calls. Change the telecom provider without changing your cloud solution. Even though they are on the cloud, it is better to know how your telecom partner is aggregating the infrastructure for you. Your contact center software provider need not be your telecom operator. Usually, it is best if you use your own telecom operator (choose the leading telecom operator in your country). If you are facing issues like jitter or blank calls, it could be a problem with your [...]

Making international calls? Learn how to ensure high voice quality on VOIP calls. 2019-06-26T05:36:43+00:00

Improve your cold calling process with these 7 tools.

Business dictionary, defines cold calling as “calling a prospect (who does not know the caller) for a sales appointment”. But, since your sales representative may make some email or social media contact before calling, I prefer this broader definition: Cold calls are calls made to people not expecting them. This includes: Calling cold prospects. Calling respondents to a marketing campaign. Re-engaging existing customers (somewhat out of the blue). Your challenge? Ensuring high productivity for your Sales Development Representatives. You want high conversions, low cost of acquisition and most optimal use of your workforce. And of course, keeping in mind that cold calling is a really tough job: you want to reduce your teams’ frustrations, ease their pain points and keep them working at their best. Can technology help? Here are 10 tools that can specifically improve the cold calling process. Dialers It takes 18 dials to connect with a buyer.* So automate it with a power dialer, and save valuable time for your SDR. Automating the dialing process also reduces cognitive load on your salespeople. This lets your rep cover more ground, and stay focused on selling rather than browsing through databases and dialing. HOW IT WORKS: A manager/supervisor just uploads a contact list from your CRM /Database/ XL sheet into a dialer. The dialer systematically dials out each number.   It rules out busy tones, voicemail diverts and answering machines, and connects agents to live callers. Agents don’t have to wait for people to answer or retry engaged numbers. The dialer can be scheduled to retry numbers that didn’t connect. BUSINESS BENEFITS: An automated dialer can give up to 250% increased productivity. I’ve illustrated this using some of our own data: Auto dialer scores over manual dialer in agent utilization Using dialers increased our total talk times from 30% to 68%. That means dialers let your SDR spend more time talking/selling. ACW decreases. Surprisingly, we found our ACW decreasing by 8% when we used dialers. This was due to the dialer’s integration with the contact list/database/CRM. Because this decreases the need for manual data entry, it reduces ACW. Answering Machine Detection & Pre-recorded Voice Messages In a Keller Center Study *of the 6,264 cold calls placed, only 28% were answered. How many hours are your SDR’s wasting in leaving voicemails? If they answer 70 voicemails in a day, they will waste about 25 hours each month *. Save that time by using an AMD or Answering Machine Detection. HOW IT WORKS:  Your AMD is generally inbuilt into your Autodialer. When it hears the beep of the answering machine it disconnects. A pre-recorded voice mail message can be even more effective especially if it includes a scheduled call back time. BUSINESS BENEFITS: AMD saves time for your agents. Like the dialer, this results in increased agent utilization and talk time. Your agents spend more time talking to actual prospects. Screenpop/CRM Integration The toughest part of cold calling is being completely in the blind. Any information your sales representatives have about [...]

Improve your cold calling process with these 7 tools. 2018-11-21T05:10:45+00:00

Why your live chat needs voice support for better CX

What a story of a failed burger order tells us about good customer service. Building a great customer experience is a never-ending quest. You just finish deploying one new technology, and a user story pops up to show how it was simply not enough. Your live chat window is one such technology: Customers and or web visitors use chat very effectively on websites or apps as the fastest way to contact a customer service or sales team. But a recent customer story I stumbled upon on Twitter, illustrates its shortcomings. Can a "click to call" functionality combine with your chat window to make it doubly effective? We think it can. Picture this. It’s a Saturday night and four teenaged kids (Aargh, sleepovers!) are hungrier than usual. You order from a nearby burger chain using a popular app. And wait for the food to arrive. Two hours later, you’re still waiting. You tried chatting with the customer service using the app, wanting to know your order status but you’re only getting conflicting responses and requests to wait a little longer. You want to speak to a customer service executive. But you don’t have that option. And at the end of a long wait, no burgers either :( I watched this story unfold on Twitter. The frustrated customer (let's call him Mr.X) never received his order and ended up cooking for the kids that night. I couldn’t help thinking about how frustrating his situation was and how it could have been handled better. When should chat be escalated to voice? For a customer, there is nothing more annoying than having a problem with a product or service and not being able to speak to someone who can solve it. Here is when we think chat works, and when it should escalate to voice: Using chat: When its a one or two-sentence query, we think a chat window works better: Hey, my order is delayed, what happened? In this case, chat is so much faster—the customer skips dialing a number, listening to an IVR, waiting in the queue, greeting someone, and then explaining their problem. Since they're not on hold, they don't even mind when you take a minute or two to respond to their query: Really sorry for the delay, let me just call the restaurant and find out. Sure, no problem. Escalating to voice: But when things go wrong, chat loses its advantage fast. In the case illustrated above, the customer’s frustration increased, so did his average sentence length. This would have been the ideal time to switch to voice. It isn't surprising that at one point he even asked the agent if its possible to call him. But the agent couldn't. In most live chats, it’s a long drawn out process to switch from chat to calls. In complex scenarios, the customer just wants to ensure someone is listening, often literally. We’ve designed the KIA widget for cases just like this. Here are 4 ways we think you can use it [...]

Why your live chat needs voice support for better CX 2018-11-22T16:43:30+00:00

Outbound IVR

Interactive Voice Response systems or IVR are the core of your contact center solution. They greet customers, collect caller intent and channel calls to the right department. But this isn’t all. You can use Outbound IVR or IVR blasts to proactively connect with your customers. This article tells you exactly how. WHAT ARE OUTBOUND IVR CAMPAIGNS? Outbound IVR Campaigns can be used to send automated but personalized messages to all your customers. You can use it: ·To collect customer feedback at the end of a call. · To conduct automated customer surveys. · To send customers reminders about appointments, due dates, last dates, bill payments. · To send customers season’s greetings and promotional offers. HOW CAN YOU PERSONALISE YOUR OUTBOUND IVR CAMPAIGNS? You can personalize your outbound IVR campaigns in much the same way as you personalize your mass emails. For example, if you are sending a due date reminder: You simply add a field for customer name, bill amount, due date. The IVR will collect this information via an API integration with your CRM and send each customer a personalized reminder. WHAT FEATURES SHOULD YOU LOOK FOR IN AN OUTBOUND IVR PROVIDER? Same IVR provider for outbound and inbound IVR. Outbound IVRs are not standalone systems. The same IVR that you use for Inbound IVR can be used for your Outbound IVR campaigns. Personalization Options. It’s a cardinal rule: nobody, absolutely nobody, sends generic messages anymore. Personalizing with a name is absolutely essential. If you are sending a payment or subscription reminder, you may need to add details of your customer plans/program details and dues. It’s easy to add these fields into your IVR message. And your IVR will draw the data automatically from your database to send personalized messages. Deep Integration with CRM system. Whether you have Salesforce, Zoho, Zendesk, a custom CRM solution or any other—your IVR should easily be able to draw data from here. So ensure your provider can manage a deep and seamless integration. Flexibility and Complete control. When you get a new IVR solution, there is a catch. Every time you need to change the message, create new promotions or campaigns you need to contact (and pay) your IVR Provider to design it for you. This can be very limiting. KOOKOO gives you an IVR Designer, that lets you create and change your campaign anytime you want. Enquire here. Or read more here. IVR is different form Robo-calling because you can both collect responses personalizes on each call. KOOKOO have been providing Inbound and outbound IVR solutions for over a decade. Curious to know how it works? Contact us here for a demo.

Outbound IVR 2019-04-30T11:27:34+00:00

How to activate cloud telephony for your Shopify store?

Shopify lets your business set up an online store in minutes. Have you considered a helpdesk, a customer support center or sales channel for that store? You should. Because 61% of your visitors want to speak to someone before making a purchase.* To make this possible, you need to activate a voice + chat channel for them. You can do this easily in a matter of minutes, by linking to our readymade contact center solution. Just place our widget on your Shopify store, and when your visitors have a doubt, they can just click to speak to one of your staff. Here is how: Sign up for a KOOKOO Cloudagent account. Our team will give you your API Key and Phone Number. Go to your Shopify online store ->themes->(Action = Edit Code)->Layout->theme.liquid. The widget code will be as below. Place the API key and phone number given by our team within the code as shown: Ask your agents to login to your KOOKOO account and start receiving calls. That's it. Now your Shopify store visitors just click to speak with your agents. They can also chat with your agents instead of talking, as this is an omnichannel widget. What features does this support widget give you? Synchronized chat window. During conversations, it’s often easier to type things down instead of repeating them over the phone. For example, people prefer typing email ids rather than speaking them out. We understand this. That’s why you can open a chat window during any phone call. The customer can type out email ids, names, phone numbers, in this window while you’re still on the call. (Yes, ours is the only widget to allow this simultaneous call+chat). Plus, you can just switch to a chat mode if that’s what your customer prefers (if they’re shopping while in office for example!!) Better workforce distribution amongst your staff. Our ACD calculates how much time your staff spends on call/chat, and automatically sends calls to the staff member who has spent the least amount of time answering customer calls/chats. Complete CRM/Ticketing Integration. Our complete CRM integration ensures that tickets are automatically created against each phone call, notes get added into the CRM directly, and your recordings are neatly organized against your ticket numbers too. Advanced Analytics. Keep track of your agents with live monitoring. Along with regular updates of various metrics that measure your customer experience and agent performance. Complete Contact Center Support. The same platform supports your toll-free number, your outbound calls, and even lets you create outbound IVR campaigns.See a demo of the widget at or contact us to get started. *Think with google researched 3,000 shoppers in the age group of 18 – 74 in Travel, Restaurant, Finance, Retail, Technology, Local Services and Auto sectors:

How to activate cloud telephony for your Shopify store? 2018-11-15T03:38:33+00:00