Timothy runs an online business that provides sod, seed and related products to lawn and garden businesses. Though his customers enjoy the convenience of browsing online, he has found that many prefer to speak to a live representative when it comes to making a purchase and arranging delivery. That’s especially true of his repeat customers, who expect a personalized level of service.
Timothy knew his phone system wasn’t keeping up with growing customer demand, particularly during peak seasons. It was time for his firm to add call center tools that could help his team respond more professionally – reducing wait times and eliminating abandoned calls.
Timothy was reluctant to add an on-premises call center server that would require ongoing maintenance and updates. He lacked an IT administrator and didn’t want to add further expense to his payroll. Fortunately, though, his local service provider offered a compelling alternative. Timothy could move the company’s voice communications to the cloud and add a “virtual” contact center as a service. The service provider would take care of the underlying hardware and software so that Timothy’s team could concentrate on serving customers.
The new cloud-based contact center has transformed the support the business delivers to customers. Customer-facing employees simply log into a central online portal and are ready to take calls, even if they are working from home or another remote location. Prerecorded messages are used to route calls to the subject matter expert best able to handle them in order to reduce response times. That means someone with a quick billing question doesn’t have to wait in the same call queue as customers placing an order or changing delivery preferences. Repeat customers have noticed the difference and are giving the company high marks for improved service.Contact Center