Odigo is a leader in providing Contact Centre As A Service

Odigo is a leader in providing Contact Centre As A Service (CCaaS) Solution

Customers desire  high value in products with excellent after-sales support. When a customer purchases a product, the quality of their customer journey and their satisfaction matters greatly to a business’ growth. This is essential for every business, since a satisfied customer is likely to not only repeat purchases and stay loyal, but also bring other customers through word of mouth. 

For enhanced customer support, Odigo’s cloud contact center in the UK brings about  higher trust and engagement from clients  through a personalised and a heavily customer-oriented approach.

Targeting The Pain Points 

Whenever there is high customer turnover or slow business growth, it can be difficult to track the reason behind it. There are multiple reasons why this could happen, and one of the key factors include the quality after-sales service of a product.  

Odigo solutions can integrate and record information from voice calls, emails and many other channels customers use to interact. This allows analysis of these customer journeys and an informed data driven approach to problem solving. 

Effective customer service, especially when there are problems, requires empathy, good soft skills and experience. Agents need to approach these interactions with patience and must consider different stakeholder interests simultaneously, which could tend to be challenging. Odigo supports agents with automation strategies and easy-to-use tools to improve these interactions and enhance customer experience. Moreover, the technology could also be used to route consumers to the agent who is most suited to advise and assist them, based on a variety of factors, including the complexity of their inquiry.

Artificial intelligence

Many contact centre functions now use and benefit from artificial intelligence. Nevertheless, it should not replace human interactions, rather support them through AI-led services and agent assistance functions. One way of supporting agents is by enhancing their capabilities and skills, with AI-suggestions and prompts. Thus, the combination of artificial intelligence and the human mind can result in finding more efficient solutions to customer problems and implementing growth strategies.

Internal problems

Not only can contact centre technology help in solving outbound customer-related problems, but can also analyse internal problems and find better solutions. Skilled agents and key performance indicators can point out areas for training or future intervention, critical for customer satisfaction and business success. 

Odigo solutions not only improves customer support, but it also assists agents and allows organisations to make better informed business decisions, allowing them to improve the productivity of customer support teams, and have more satisfied clients.

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