Telephony For Support

Average Speed of Answer: Using ASA to measure and improve your CX.

Answer that phone and do it quick! When the success of your business depends on your customer’s experience with your contact center, this should be your number one mantra. We have all been on the other side of that phone line, waiting for the IVR to stop repeating itself and for a human being to ask, “Hello, how may I help you?” And we know there is nothing more frustrating than waiting endlessly for this to happen. Little wonder then that the Average Speed of Answer which, simply put, is how soon an agent answers a customer’s call, is probably the most important contact center metric. What is Average Speed of Answer or ASA? ASA or Average Speed of Answer is the average time an agent takes to answer an incoming call. How do you calculate it? You divide the total wait time for all calls by the total number of calls in a day. So, ASA (in seconds) = Total call wait time for calls answered daily Total number of calls answered in a day So if the total time callers have waited for in a day is two hours or 120 minutes or 7,200 seconds, and the total number of calls answered in the day is 200 then the ASA would be: ASA = 7,200/200 = 36 seconds Which means each customer calling your contact center has to wait for at least 36 seconds before he or she can speak to a customer service agent. That can be a long time for a customer in a hurry or an irate customer with a complaint. This means the aim of a contact center should be to keep the ASA to a minimum. The faster your contact agent answers a call from a customer, the better it is for your business in many ways. How can a low ASA help your business? Higher customer satisfaction – It gives a customer immense relief to hear a human voice at the other end because they feel they are a step closer to a solution to their problem. And the faster they hear that voice, the better they appreciate your service. Better agent productivity: If an agent answers a call quickly, the call queue moves that much faster, and agents are able to handle a higher number of calls. Also, the chances of resolving the issues that the customer has called with are better with a low ASA. This improves agent productivity and keeps the contact center’s operating costs low. Higher customer loyalty: Often, customers hang up because the waiting time is too long. They not only abandon the call but, in the long term, may end up abandoning your product or service. A low ASA is a good way to hold on to customers. Better brand image: When you answer calls quickly, it shows customers that their time is important to you. This helps build your brand image as a business that puts its customers above all else. How can you reduce [...]

Average Speed of Answer: Using ASA to measure and improve your CX. 2018-12-01T14:07:12+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

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 https://getkookoo2.myshopify.com/ 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: https://www.thinkwithgoogle.com/consumer-insights/click-to-call/

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

Call monitoring & call listening for better conversations

Call listening not only helps train agents but also translates into customer satisfaction. How should you keep track of your customer support quality? Or the quality of your sales calls? The answer is simple: you listen. Sure, there are a lot of metrics that can help you figure out customer satisfaction and agent performance. But once you have the metrics, listening is how you begin improving those conversations. So what are the telephony tools that can help you? Your cloud contact center offers a lot of call monitoring and call listening tools and features. This article uncovers a few. What is call monitoring? Call monitoring involves listening in on a call between your contact center agents and customers/prospects to check the quality of the conversation. What’s the need for call monitoring? Call monitoring is one of the most potent quality assurance tools. It is almost like conducting a survey about how satisfied your customer is but doing it real-time instead of in retrospect. When you listen to an agent talking to your customer as it happens, you understand the customer’s experience and your agents convincing skills. Call monitoring serves several purposes: Analyze the real reason behind your metrics Your metrics such as AHT, FCR and CSAT can give you a good measure of call center performance. But to investigate what's behind the metrics, you need to use call monitoring and call listening tools. For example, If an agent’s AHT(Average Handle Time) is higher, you can investigate why the agent took longer to close a call. Figure when your metrics don't give you an accurate picture. Call monitoring can also tell when you need to be less rigid with your metrics. For example, a call that lasted longer than your AHT does not necessarily mean it wasn’t effective. It could mean the agent went the extra mile to resolve a customer’s query. Similarly, you may find an agent has deviated from the script only to ensure a customer is satisfied with the response or a solution. This way, call monitoring can also tell you when it is time for introspection. Better customer service: Whenever customer satisfaction scores are dropping, call monitoring lets you take instant steps to arrest the fall. Agent training: You can use recordings of well-handled and poorly-tackled calls as case studies when training contact center agents. You can also intervene during a call if you think it is not going in a positive direction and offer the agent constructive solutions. First call resolution: When an agent is aware that the call is being listened to, he or she will do their best to ensure the caller’s issue is resolved in the first call itself. This instills the kind of confidence in a customer that no paper warranty can. Timely intervention: When a manager is listening in on a call and notices that the agent is unable to solve a problem, he or she can intervene right then and advise the agent on what to do next. This saves [...]

Call monitoring & call listening for better conversations 2018-11-10T15:42:49+00:00

Call scheduling for better sales and support

Question: When is the best time to call your customer? Answer: When your customer wants you too! When speaking to the customer, timing matters. How are you ensuring that your agents call customers at times that suit them? Are they still jotting appointment times down in a diary? Does your telephony solution let you schedule your outgoing calls in an organized manner? A call scheduler is an important tool to ensure: You call customers/prospects at times they prefer. You demonstrate reliability, by sticking to your promise of calling back at a specific time. How to schedule your sales calls? During Lead Generation When someone fills out a lead form on your website, it's very very valuable. It has probably taken you significant marketing efforts to get them to sign up. Don't squander it all away by calling them when they’re bang in the middle of something else. Industry best practices suggest that you give a preferred callback time and date option on your lead form itself. I suggest giving two time slot options. You can integrate your form with your cloud telephony API and schedule the call to the specified time. During call conversation Sometimes, during phone conversations, your prospect/customer may ask your agent to schedule a follow-up call at a specified time & date. It is imperative that there is a process in place to ensure that the call back takes place at the agreed time and date. Businesses which are prompt, and keep their promise of a call back at a given time are naturally seen as more reliable and get better conversions from their prospects. The agent schedules call in KOOKOO Scheduling calls in your CRM If your agent has their CRM window open while speaking to the customer, they can use their CRM + telephony integration to schedule calls directly into their contact center software/ telephony solution. Agents schedule calls in KOOKOO without moving out of their Zoho CRM. Scheduling retries using an auto dialer You auto dialer may be set to dial a long list of contacts. What happens to the leads who don't answer in the first try? You need to reschedule these calls. Preferably, this should be automated. These are the different rules you can use to retry the call: Immediately. When a call goes unanswered, the auto dialer redials immediately. After all primary data has been dialed. When all the contacts in the list have been dialed, the auto dialer will go back and systematically call the unanswered calls. After a specified time. You can set a specific time range for callbacks. For example, you can arrange a call back 2 hours or 4 hours after the call first went unanswered. The next day. Sometimes its worthwhile to try the same number on a different day of the week. Set your auto dialer to retry the number the next day, and see if it improves your chances. KOOKOO has built-in advanced engine rules that help you experiment and find the time and date [...]

Call scheduling for better sales and support 2018-10-31T06:06:19+00:00