When customers call, they expect to be able to get accurate answers quickly. If your business is successful, maybe it’s hard to keep up with demand. Cloud services can help to provide quality customer support your business needs. With the cloud, your business will be able to do what it does best without compromising customer service.

What is the difference between a call center and a cloud contact center?

Traditionally, call centers handle the telephone interactions such as taking orders or technical support. While this works out great for larger businesses, smaller businesses likely wouldn’t be able to afford them. Fortunately, the cloud-based contact centers have emerged. They can handle the same things that their call center counterparts can and more.

However, one advantage is their scalability. With a cloud-based contact center, agents can be called in from home should the need arise. All the agent would need is a computer and a high-speed internet connection.

One other advantage is what both are capable of. While both handle phone calls, cloud contact centers can do so much more. Contact centers allow customers to communicate via email, texting, or online chat.

Why would a small business need to use a cloud contact center?

Cloud contact centers allow smaller companies to have dedicated professionals that can provide quality customer service. Be it by phone, texting, email, or online chat. Typically, the services offered by these providers costs less than a full contact center.

Why should you implement a Cloud Solution in a Small Business?

To make the most of the service a cloud contact center can provide, choose the methods of contact that your customers prefer. This will ensure that your agents can respond promptly to all of their inquiries.

Would customers really want to use chat to get help?

It turns out that they do. According to an ATG Global Consumer Trend study, 90% of customers consider live chat to be helpful. This is likely due to multiple reasons:

LESS TIME ON-HOLD: 60% of customers feel that waiting on hold for just one minute is too long. Average wait time to get a response in live chat is considerably less than that because agents can handle multiple chats at one time.

CALL REDUCTION:  Live chat reduces the number of live calls, some businesses even reported a 70% drop in calls.

INTERACTIVITY: With live chat customers will know when an agent is typing and thus working on their issue. In some instances, the customer can share images with the agent to show the problem. Sometimes a picture really is worth 1,000 words.

What is the overall goal in hiring a cloud contact center for my small business?

This would depend on your primary focus. Does your business want to improve customer service, increase sales, raise awareness of a promotion, provide customer support, or something else entirely? The purpose of a cloud contact center is to improve communication between your business and your customers.

When a customer contacts your business, whoever answers your phones is effectively the voice of your company. Regardless of whether your customer as a positive of negative experience, it is highly unlikely they will tell others of the exact contact center that helped them. They will mention your company. This means that focusing on the quality of service a cloud contact center can provide should be of utmost importance.  Not all providers are created equally, consider how one can present the best possible image for your business.

OneVoice Hosted Contact Center can help with customer engagement and interaction. Our cloud solution helps your business measure inbound and outbound calls, as well as email and live chat. You can be confident that our agents will be able to best represent your business.

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Andrew F

Andrew F

Andrew is responsible for generating and delivering reports for our customers. His professional experience in customer relations allows him to identify and analyze customer issues with proficiency. Combined with his expertise in GIS Analysis, he creates presentations that allow our customers to see opportunities for growth.

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