The Freshdesk integration with KOOKOO opens a whole host of features to the Freshdesk user. These features will allow them to increase customer satisfaction and improve agent productivity. The features include: Unified Window with click to call functionality: reduce frustration and save time. Screenpop Integrations: resolve problems faster. Automatic call logging: save time and stay organized. Intelligent IVR: create the better customer experience. Reports: track performance, call queues and more. Call recordings tagged against tickets: stay organized with ease. Call schedule: automate your follow-up calls. Alerts: capture unanswered or abandoned calls, keep call queues short. Integrate with your Website: web visitors just click to call you. This article briefly describes each feature. Contact our team for a complete demo. Unified Window with click2call What is it? A unified window means that Freshdesk users do not require to open the Kookoo window to make or receive calls within Freshdesk. Agents just need to click the small KOOKOO icon on the bottom left of their Freshdesk screen to make calls. What’s the benefit? Zero toggling between windows reduces agent frustration, increases productivity and reduces Average handle Times. It’s convenient and easy for your staff to make calls right from their Freshdesk window, while on their computer. VOIP calls can save your business call costs too. Screenpop integration. What is it? For all incoming calls, our system checks if the caller already has a record/open ticket. When the agent takes the call, the customer name displays along with all these details. What’s the benefit? Agents have caller details on their fingertips, and this really improves customer satisfaction. When callers needn’t repeat ticket details, its a big relief for them. (According to a CCW Survey, having to repeat ticket details across channels is a customers biggest complaint when calling support). Agents also close calls faster leading to lower Average Handle Times. Automatic Call Logging What is it? Calls are automatically logged as tickets for all incoming calls. What's the benefit? Saves agent time while keeping your calls and tickets organized. Intelligent IVR What is it? IVR greets customers with automated welcome or after-hours messages. Intelligent IVR uses CRM data to improve customer experience. Conversational IVR allows users to speak to the IVR instead of keying in numbers. What’s the benefit? You can prioritize call routing for certain customers based on their average order value or time taken to close resolutions. You can also divert some calls to self-service especially for routine tasks like checking ticket status, cancellations or answering FAQs. Advanced Call Controls. What is it? Agents can mute, hold or transfer calls easily. When they’re on a lunch break or busy with some other work, they can just press pause, set their reasons for taking a break—and you stay notified. What’s the benefit? If your agent can't resolve a problem, they just need to transfer the call to someone who can. Mute and Hold also lets them confer with a colleague to solve problems faster. Reports What is it? Track agent performance reports, [...]
Cloud telephony offers unmatched features, scalability and cost effectiveness compared to PBX systems, business phones or legacy contact centers. But selecting the right cloud telephony solution isn’t easy. This article should help you in three ways: If you are a newbie to cloud telephony, you’ll build knowledge on what can go wrong with your contact center solution. (and why) You’ll get “insider” tips on selecting the right solution for your business. For experienced contact center users/managers, you’ll finally understand why you are facing problems with the cloud communication platform you’ve chosen. Prashanth Kancherla, VP, International Business, Ozonetel, has been part of the cloud telephony revolution since its inception. We asked him to draw on his vast experience to build this article.He spent days deeply researching problems and complaints that competitors’ customers have faced over the years, before compiling this article for us. (Hey Prashanth, you’re still a business analyst to the core!). Read his breakdown: Voice Quality is often an issue. Voice quality issues arise due to two reasons: Reason 1: Does your cloud telephony provider have a point of presence in more than one continent? Even most big players run from a central location in the US. This results in high latency to clients whose agents are sitting far away from their data centre. End result? Poor voice quality. We have points of presence (POP) across all continents spanning from US(Americas),UK( For Europe), Dubai ( middle East) , Singapore ( South East Asia) and Australia . Agents are connected to the nearest possible POP for the highest voice quality. Reason 2: For most cloud providers, voice is embedded into their application. At Ozonetel, we treat voice and web (data) separately. This reduces packet loss and improves quality. Billing may not be that straightforward. One thing people don’t investigate while choosing their software, is billing. You need to be sure that your cloud telephony provider gives you transparency. At Ozonetel, we don’t just provide transparent billing—we also bundle in sufficient free minutes with every agent license. So you have a fixed cost per month and the outflow(phone billing) is the only variable you need to look at at day-to-day. We also offer clients to get their own telephony trunks ( Enterprise clients, we care for you too!), so you pay the call charges to the operator and pay us for only our Cloud Contact Center software. Poor Customer Service We read a lot of customer reviews on g2 crowd that talk about slow customer responses from their telephony vendor. When you purchase a cloud telephony system, you need to know that you will be contacting your vendor often. You may need to try a new integration, or you may face an outage, or there may be some very simple issue that needs fixing. You will need a prompt response, or your business will suffer. We pride ourselves on responsive customer support. Our 24*7 support team has won lots of kudos from all our clients. Slow Systems. Customers often don’t [...]
Cole calls his favourite restaurant. Almost immediately, Nia answers and greets him by name. Cole isn’t surprised, since he is used to Nia taking his order. He orders his usual. She remembers his gluten intolerance and pencils in special orders for the chef. He takes her recommendation for desert, and within the next few seconds, she reconfirms the delivery address and closes the call. This hyper personalization is a key reason why Cole remains a loyal customer. CTI applications are the secret sauce that powers multiple examples of stellar customer support. CTI applications can improve sales, support and agent efficiency. What is CTI? CTI or Computer Telephone Integration, as the name suggests, simply means integrating your phone system with your computer. Also known as call telephony, it gives you a wide variety of business benefits including being able to recognize callers, provide IVR, match caller to their customer records, as well as track call recording, missed calls and agent performance on each call. 4 BUSINESS APPLICATIONS OF CTI Are you able to track data after a busy day of receiving calls and answering them? Can you analyze this data at the touch of a button? Does the CRM system you currently use give you an edge over your competitor? Does it help improve your response time? And most importantly, does it help you resolve issues faster? CTI or Call Telephony integrations can help you achieve all this and more. Here are 6 powerful business applications of Computer Telephone Integrations in your call center: APPLICATION 1: RECOGNISE CALLERS & ROUTE CALLS BETTER CTI makes it possible to draw information from your internal database/CRM or Ticketing system to recognize callers from their phone numbers. ACD or Automated Call Distribution is used to transfer inbound calls to the right agent. Calls can be routed based on a variety of factors including time-of-day, agent’s skills, or campaign. VIP Routing is another option. many of our clients use VIP routing to prioritize customers based on past average order value. When the customer calls, the IVR uses customer data within the CRM software to “decide” whom the call will be routed to , based on pre-defined instructions. Sticky Agents. CTI makes it possible to know who a caller spoke to last, and connect them to the same agent each time. This builds familiarity, trust and superior customer experience just like in the case of Cole and Nia in the hypothetical scenario we discussed above. APPLICATION 2: SCREENPOP INTEGRATIONS With CTI, your telephone doesn’t just recognize the caller, it draws information from your internal database/CRM or ticketing software. The information then displays as a screenpop on the agents dashboard. The agent uses this information to resolve the caller’s query immediately, without having to fumble through multiple systems. A lot of time is saved as the information is ready with the system. The customer also feels welcome and acknowledged. An important step in trust is formed. APPLICATION 3: POWER DIALLERS CTI benefits for your outbound calling too. [...]
We know what goes into making a great contact center solution. But what goes into making a great contact center agent? Sundeep Gursahani, Senior Manager, PISPL, has over 12 years’ experience, working in the contact center industry. He shares with us the top 4 skills he looks out for in a good contact center agent & his top training tips: WHAT ARE THE TOP 4 SKILLS TO LOOK OUT FOR IN AN AGENT? Enthusiasm and energy. Is your candidate really a people’s person? Someone who will enjoy and like working with people and solving their problems? Sundeep pegs passion and energy as the most important criteria for selecting your agents. He says, “It is imperative an agent is enthusiastic about his profile. He needs to passionate about helping people. Without this passion, or without this energy; ( if they are only coming in to make some quick money; buy a new phone and then just push) they are not going to have an impact on your KRA’s. It is important to find these enthusiastic people” Great Communication Skills The second skill is the obvious. That is having great communication skills. So what makes for great communication skills? Sundeep elaborates “They have to be primarily good listeners and patient speakers. They should be persuasive with Logical problem-solving skills. All of this put together makes a great communication skills package. Knowledge base Sundeep’s third touchstone is the agent’s knowledge base. “they need to be well informed about the product /service. They need to be on top of what's happening with the organization. They have to really, completely understand what the customer is asking. And to comprehend this, they need to really understand what it is they are selling, be it a product or a service. This will be part of their training, but it is important for them to keep updating themselves. If they feel they need to know something, they need to approach the trainer or the team leader and proactively ask questions.” Technology Awareness Todays Customer Support Agent needs to be comfortable with technology. Says Sundeep, “Computer savvy is an outdated term. Today the kind of technology any contact center deploys is not just to log or record calls. It’s more than that. The kind of software that we use (lets us) measure and record all specs of a contact center up to the CSAT-- so it is important for the agent to use this effectively. They should be able to capitalize on this. During the interview process, you might want to have a few more checks to ascertain that you’re employing the right kind of person. See their use of technical terminology, or experience with different software, such as different telephony software, dialers etc. TOP 2 TRAINING TIPS Churn ratios is contact centers vary from 10-18%. This means that you constantly have to train new agents. Sundeep recommends batches of 15-20, and elaborates on his tips for contact center managers or trainers to train them: MAKE THEM COMFORTABLE: The [...]
Want to make your outbound calling process more efficient? Use call automation. Kookoo has all the tools you require to automate your outbound sales calling as well as many of your inbound processes. Here are 5 ways in which you can use KOOKOO for call automation: 1. Power dialers automate, organize and expedite your outbound calling. Question: What makes the outbound calling process inefficient? Answer: Sorting through call lists, dialing numbers, listening to busy tones, and waiting for calls to get connected. With our power dialers you can automate this process. Our dialers efficiently dial through any call list, rule out busy tones & answering machines, and connect your representatives directly to live prospects. You can choose from our progressive, predictive or preview dialers according to your business requirements. 2. Dial directly from your CRM. Toggling between windows of various software— is the next biggest efficiency killer. That’s why KOOKOO integrates seamlessly with Zoho, Zendesk, Freshdesk, Mint, Salesforce, Sugar CRM and all other leading CRM software. This means that you can click to call from your CRM window itself. You can also select any list within your CRM and push them directly into your dialer, to automate the dialing process directly from your CRM. 3. Automate Announcements, greetings and more. With KOOKOO’s outbound IVR you can automate announcements, greetings, reminders and updates to any or all of your contact lists. Your IVR pulls out customer data from your CRM to automatically customize customer name, account, balance or renewal details for each customer. 4. Automate email follow-ups. Only 24% of your emails are opened. Those who open your mails are definitely interested in your product/service/webinar or meeting. So it is most absolutely vital to follow up. With KOOKOO, you can push all the leads who opened their mail— directly into your dialer, to automate follow up calls by your sales representatives. 5. Catch up with missed calls automatically. Inbound calls are also important. You don’t want to miss an inbound call from an important lead — whether it’s during the weekend, holidays, after-office hours, or when all your agents were engaged. KOOKOO diverts all such calls to voicemail, and you are alerted immediately via email. You can schedule a time and push all the missed calls into a dialer, so that they are distributed amongst your agents and attended to. 6. Automate call answering for highly personalised interactions. Automatic Call Routing ensures that incoming calls are diverted to a free agent with the correct skill to attend to the call. And then KOOOKOO goes a step further. Incoming calls are recognized and diverted to the sales representatives or agents who last dealt with the customer/lead. This feature, called “sticky agent”, helps build stronger bonds between agent and customer/lead, and helps the customer/lead feel more comfortable in their dealings. Interested in achieving call automation with KOOKOO? Contact us here, and we can guide you to creating an efficient system that’s just right for your business.