Enhancing Customer Experience

May 08

In today's generation, customers expect personalized, competent service and want to be connected with the company any time, in person or virtually.

Some preferred channels:

Voice Inbound and Outbound

Calls are routed to agents using VoIP, so an agent can be located anywhere. Inbound means that the customer associate would only handle incoming calls, while outbound means it would be the customer associate who would make the calls either for collection or sales.

Automatic Outbound

An electronic device or software that automatically dials phone numbers. Once the call has been answered, the autodialer either plays a recorded message or connects the call to a live person.

Web Chat

A system that allows users to communicate in real time using easily accessible web interfaces. A type of internet online chat, when customers engage with a live chat customer associate, the overall experience is quick and simple. Customers welcome the ability to easily enter order numbers and confirmation codes into a chat box for faster service.


A system for sending and receiving messages electronically over a computer network. E-mail also allows a user to distribute messages to large numbers of recipients. Email takes less time to create and send, you can communicate with your customers more frequently.

Voice Mail

When a customer chooses to leave a voicemail, voice messages can be queued to be handled by an available customer associate for a certain queue or they can be assigned to a specific customer associate in cases where that customer associate is already working with a particular customer. Voice messages are sent as emails with a voice file attachment to a single customer associate or team email address or multiple recipients at once.

Social Feeds

A successful business plan social media will determine the outcome of your marketing campaigns. The importance of social media in every aspect of life has made small business to big corporations capable of generating multiple touch points among their potential audience bases.

Creating a successful multi-channel experience can be a key for a successful business. It provides more opportunities to gather information about customers. At the same time you can have the privilege to communicate with them in more convenient way.