Customer Contact
Take control of your customer interactions
Give your customers the experience they deserve with Gamma.
No matter the size or sector, customers are at the heart of any business. In today’s digital world, customer requirements have transformed and grown – with a world of choices at their fingertips, providing them with speed, convenience and knowledge has never been so important.
To provide seamless and personalised experiences, businesses require the right customer contact solutions. Additionally, with remote working becoming the norm, equipping your agents with a modern solution that allows them to work from anywhere is vital.
Gamma’s customer contact solutions provide your business with innovative cloud-based technology, designed to improve your customer experience by connecting with your customers anytime, anywhere.
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What opportunities does a customer contact solution deliver to your business?
Connect your communication channels
Most customers use more than three communication channels to interact with a business. An omnichannel customer contact solution allows you to consolidate and streamline all of them, meeting your customer needs no matter how they interact with your business.
Work from anywhere
With remote working on the rise, giving your agents the ability to work from anywhere, anytime is vital. With a cloud-based solution, you can seamlessly manage customer interactions, no matter where your teams are in the world. This doesn’t only ensure continuity of service, but it also helps you widen your talent pool and meet growing demands for flexible working.
Break down front and back-office silos
Your customer service team is the indispensable link between the business and your customers. When your agents work in siloes and don’t have access to the rest of the business, they are unable to provide the best possible customer experience. By choosing a solution that integrates front and back-office, your business can unlock a more productive and efficient environment.
Scale easily
Just like your business changes depending on seasonality and unforeseen circumstances, so should your solution. When you choose a flexible and agile solution, you can make sure you always have the right resources and seats to meet your growth requirements.
Reduce costs
When your agents don’t have the right information at hand to help your customers, they waste valuable time and resources. By providing your agents with an advanced feature set, you can ensure your customer interactions are handled in the most effective way – improving first contact resolution and requiring fewer calls and agent resources.
What customer contact challenges does your business face?
Seamless experience on all channels
Customers like to get what they want, how they want it. Being unable to contact a business through their preferred communication channel, or having to repeat themselves on different ones, has a negative impact on their satisfaction – and consequentially on your business.
Interruption of service
Regardless of what happens, your customers need to always be able to contact your business. When they’re unable to do so, you risk losing valuable opportunities to your competition.
Long wait times
Customers don’t like waiting on hold and customer expectations of an immediate response have drastically increased over the years. Long wait times are one of the most common challenges for contact centres, often just because they lack the right tools and features to avoid the problem.
Frustrated and disengaged agents
Without the right tools and information to efficiently help customers, not only do your agents feel disengaged, unproductive and frustrated, but your business also wastes resources on interactions that could have been avoided or resolved more quickly.
Leveraging data
A good customer contact strategy is founded on data. When your solution doesn’t collect the right customer and interaction data, your business is unable to provide a more personalised and better experience for your customers.
Simplify customer engagement with the contact centre for Horizon
Traditionally, contact centre capability has been the sole domain of large businesses and enterprises. Hamstrung by limited IT resources and budgets, SMEs have been unable to reap the benefit of a modern, experience-driven customer contact solution.
This is no longer the case with a cloud-delivered solution designed to meet the needs of SMEs and deliver a better experience for your customers, at a price you can afford. With simplified customer interactions across voice, email and chat, your agents will be able to easily meet your customers wherever they prefer – without added complexity.
Cloud contact centre technology aligned to your enterprise business needs
As customer demands grow and change, enterprises not only need to meet their needs, but also anticipate them and actively evolve with them. A feature-rich customer contact solution can meet the demands of the most demanding enterprise needs and customers by leveraging leading-edge technology such as artificial intelligence (AI). With an advanced set of features, including chatbots, video and social media integration, your enterprise will be able to provide the best caller experience while maximising agent efficiency.
Learn about Customer Experience
The SME Guide To Contact Centres
As customer behaviours and expectations change and evolve, SMEs can’t afford to rely on obsolete, on-premise call and contact centre solutions anymore.
There is one question common to all businesses, regardless of size, industry or background – how do you keep your customers happy and engaged?
Download this eGuide to learn:
- Why it’s time to move to a cloud contact centre
- The importance of an omnichannel solution
- How to help your agents and business succeed
Winning The Customer Experience Battle
We are all customers. We like to get our problems solved quickly, accurately, and whenever it’s most convenient to us. We all expect businesses to respect our time, to know our historical customer data, to personalise their interactions to suit our preferences and needs.
Clearly, your customers’ happiness should be at the forefront of your business strategy, but how? Simple – great CX is your path to success, and the right contact centre solution is the means to achieve it.
Download this whitepaper to learn:
- What do our customers want?
- What CX challenges do we face?
- How can technology help us?
