With the festive season approaching, businesses must brace themselves for many customer queries. What is even more active now: customers are asking about special offers, deciding to buy, and commenting on their challenges. Therefore, businesses receive a lot of interactions and hence need a streamlined and strong communication system.
During these busy periods, Cloud telephony solutions like MCUBE are critical points in helping businesses serve their customers seamlessly. MCUBE provides various advanced features and multi-channel support, which helps businesses to keep their head on the right track and ensure the quality of service they deliver. It not only results in a good customer experience but also builds the image of the brand, opening new opportunities for long-term business expansion.
In this detailed blog, we will talk about how brands can prepare their business for the festive rush and offer a seamless communication experience to customers. Together will explore the difficulties businesses are faced with in this phase and how MCUBE cloud telephony solutions ensure to overcome these challenges.
Challenges That Businesses Face During Festivals
The energy and possibilities a festival brings equally present new challenges for brands. The surge in customer queries brings additional burdens on businesses as they deal with both inbound and outbound communications. Here are a few of the top challenges businesses face during this holiday festive event :
Encounters with Incoming Calling:
- High Call Volumes
During festivals, businesses most likely have more calls than normal on factors like sales, booking, and customer service. If they get too high, this demand often exceeds their capability, causing them to suffer long wait times for their customers. If businesses do not use efficient communication infrastructure in place, this can lead to customer frustration and disappointment, which will impact the business’s image.
- Resource Scalability
Call volumes typically spike, and businesses typically find themselves required to deploy additional agents in their customer service teams. Of course, hiring and training new agents takes time.
Fast operation scaling: It can be a difficult task to provide the same level of service quality as during non-peak seasons when things are easier to manage.
- Maintaining Quality Service
Dealing with high call volumes while trying to provide quick assistance is challenging. It may leave agents feeling like they have to rush and may result in unfulfilled or dissatisfying reaches for customers. Negligence to do so may tarnish the business’s reputation and lose its loyal customer loyalty.
- Channel Diversification
Customers today are looking for support on a variety of channels — including voice calls, chat, email, and social. Along all of these channels, managing this multichannel approach can be hard to navigate. This can lead to an unsatisfactory customer experience that is anything but seamless if businesses don’t have the right tools.
Outbound Calling Challenges:
- Availability
Good external market timings are more important during the festive season, especially for sales and marketing. Every business would like to take advantage of when customers are likely in the mood for offers and promotions. A lot is happening over the holiday season, and knowing when is best to target your customers can be challenging.
- Struggle for Recognition
With many businesses pushing out promo messages during the festive season, how can your business stand out and ensure a piece of your message resonates in a lead or customer’s mind? It is hard to break through and make your mark in competitive market segments. With such an overload of promotional content, businesses have challenges as customers just stop showing interest.
- Targeting the Right Audience
In festive seasons, the idea behind campaigns is to target the right customer, while wrong targeting might lead to wasting resources and depleting marketing efforts. And when your promos reach an audience that has no interest or no relation to your product, it ruins the campaign.
Overcoming Festive Rush Challenges with MCUBE Cloud Telephony Solutions
MCUBE Cloud Telephony Solutions can assist businesses in this festive season and provide uninterrupted customer support.
- Getting Your Inbound Call Volumes Under Control
At this time of year, a surge of incoming calls during the festive season can be nothing short of a nightmare for businesses and contact centers. Therefore, businesses need calling routing and wait-time infrastructures that can handle this increased demand appropriately.
MCUBE has been provided with a range of advanced functionalities which are useful to quickly prioritize and assign the calls as per urgency and type. For example, more urgent calls for technical support can be prioritized over simple inquiries, which are held in a queue or automated response.
- Expert Routing
Then we have skills-based routing that helps in screening candidates and bringing calls to the most appropriate agent. This way, every customer will be connected to the best agent for that particular issue and get their questions answered as fast as possible without any unnecessary rerouting. This solution allows businesses to address high call volumes without compromising on service.
- Resource Scalability
As your customer service team gets ready for the rush of calls, remember that it can be difficult for IT people to handle. But it’s all about following the right procedures. With automated business and service setups, teams can plan in advance and hire temporary or seasonal staff before the rush season begins using MCUBE’s cloud telephony solutions.
By training your new agents early on, your business will be better prepared for the day and ready to hit the ground running amidst your growing number of customers.
- Offer Quality Service
Even in the case of the service industry, one must minimize its lack of quality during these busy days. Utilizing automation tools like Chatbots or IVR. This way, your team of live chat support becomes a caller with general questions and tasks.
Consequently, easing the way almost immediately addresses its concerns, allows companies to act faster and maintain a valuable customer experience in an engaging time when employees are under significant pressure. The service also includes real-time call monitoring and simple feedback practices that help businesses evaluate agent performance and provide ideas for quality improvement.
- Multichannel Communication
Today, customers are most likely to communicate with businesses on their own preferences, whether it be a phone call, chat, email, or social media. As such, demand businesses are required to adopt a multi-channel strategy to support customers across different platforms.
MCUBE’s cloud telephony solutions enable seamless integration of multiple communication channels within one dashboard. As a result, all kinds of interactions can be managed by agents from one place, which guarantees consistency and resultant efficiency of the process.
- Access convenience
It is vital to make the outbound marketing calls just on time during the holiday season. Analyzing the data from past interactions allows an understanding of when the prospects are most likely to interact with the calling agent.
MCUBE provides such advanced data analysis and lets businesses know when to make outbound calls. Their chances to reach the prospect at the right time will determine the success of such a call.
Personalization is an essential aspect of any successful business in the holiday season. The chances of grabbing the attention of the customer by speaking their language are much higher. This means realizing the past call history of the customer, their demands, and specific points on which the company has to concentrate when promoting a product.
- Competition for Attention
MCUBE’s cloud telephony solutions make it easier for businesses to streamline all types of communication effortlessly. Depending on what businesses specialize in, they can come up with unique selling propositions and convey them in communications.
This can be anything from a personalized festive offer or an exclusive promotion to a special deal available for a limited group of customers. Moreover, when it comes to marketing, it is not only about reaching out to customers but also about providing genuine assistance to them.
- Reach the Right Audience, At the Right Time
MCUBE offers businesses an opportunity to segment the customer database depending on demographic characteristics, purchase history, and client preferences.
As a result, companies could create campaigns targeted directly at the audience in question, using the most effective communication manners and forms. So It would be possible to send personalized messages to the right audience.
- Compliance
During high-volume calling campaigns, ensuring compliance with privacy laws and outbound calling regulations is a must. MCUBE assists businesses in adhering to these legal requirements through features that help manage customer consent and provide options for call-outs.
With these tools, businesses can engage in all their festive outreach initiatives in complete faith that they are safeguarding not only their customers’ interests in protecting them but also their own interests in safeguarding their brand image.
Here is the list of features that MCUBE cloud telephony solutions offer for managing a festive rush-like season.
For the festive season, MCUBE offers cloud telephony solutions with tools that help businesses handle the rush during peak hours. Here are a few of the notable features overview:
- Advanced IVR Systems
MCUBE cloud telephony solutions are configured with multiple layers of IVR prompts. The business-class IVR allows businesses to differentiate the nature of the customer’s call. For example, in response to a customer’s call, a retail company can divert phone calls to separate departments, including clothing, electronics, or customer service. This allows customers to quickly reach the right group, enhancing the overall experience.
- VoIP Capabilities
Call directly connects from the web with VoIP — Better yet, Save your money as you no longer need phone lines. This feature is designed to improve the connection between customer and business, particularly during high volume times — say the holidays — when full phone lines can affect customer communication.
- Omnichannel Integrations
MCUBE’s cloud telephony has integration with multiple communication channels like WhatsApp, chat, SMS, etc. This maintains a unified and seamless customer experience regardless of the various channels used to reach out to the business.
- Mobile Accessibility
Agents can receive via mobile devices using MCUBE’s cloud telephony system. This versatility allows agents to remain available even when they are not at the office, which is a considerable advantage during busy holiday times.
- Self-Service Chatbots for the WhatsApp Platform
WhatsApp is a widely used text messaging app, and you can plug it into MCUBE cloud telephony when engaging with your customers matters. Self-service chatbots can be used to respond to frequently asked questions automatically, which in turn reduces the frequency of requests agents need to address.
- Campaign Management Across Multiple Channels
MCUBE is a one-stop solution to manage multi-channel marketing campaigns including voice broadcast, SMS, and WhatsApp. Real-time performance tracking for businesses to top off their campaigns with this feature.
- CRM Integration
Integrates with popular CRM platforms to put customer data at agents’ fingertips during interactions. This means that we are better able to help you with your question faster and more personalized.
- Code-Free Automation
MCUBE — With MCUBE, organizations can take advantage of its zero-coding workflow tools to automate processes without technical skills. For instance, businesses can create workflows that reroute calls based on customer data with ease to offer greater efficiency.
- Integration with Truecaller for Business
They can get Truecaller for Business, where they could officially verify their number to increase their credibility. The result should be higher answer rates, and ultimately better connection rates on your outbound campaigns.
- Reporting and Analytics
MCUBE offers both detailed reporting as well as sophisticated analytics for businesses, which helps them track call volume, response times, and the kind of agent anyone is in real-time. This information is key to making the right decisions during the festive rush.
- Security and safety measures.
With MCUBE, your customers will be completely secure when interacting with you and also there whenever they need support because of cloud data centers and 99.9% uptime.
Conclusion
While the festive season brings a great opportunity for most businesses, customer service during this time can also be challenging. MCUBE Cloud Telephony Solutions is also well-equipped with a variety of tools to tackle the lush festivities so that your business can provide customer satisfaction without any hassles.
The primary function of the cloud-based solution is to assist businesses in providing a balance between high call volume, multi-channel engagement, and maintaining compliance with unparalleled customer service that creates a lasting impression amongst the customer base. With all the advanced features of MCUBE, businesses can use the festive rush to their benefit and turn it into a profitable period.
MCUBE Cloud Telephony Solutions wishes everyone a very happy and merry festive season!! Summing up — ensure your valued customers have non-stop excellent customer service, boosting brand loyalty by creating a good impression on them every time.