Providing customers with a personalized experience is imperative for businesses to strengthen their market position and increase ROI. And one way to achieve this is by investing in setting up a dedicated call center software for small businesses either in-house or outsourced. If you’re an entrepreneur, below are the benefits of call center software that will help you understand why you need one for your small business.
1. Improves customer service
Customer service is the key to a stellar customer experience. Even though in this digital world, businesses are now able to provide customer support and server across multiple channels like Facebook, Instagram, or Twitter, 60% of customers still prefer conversing with a support agent over the phone call. There’s no denying that software for small call centers is a great medium to market your products and services, but they don’t provide your existing or potential customers with opportunities to interact with you in case of queries and concerns. But when you have a dedicated customer support team to handle queries and escalations of customers, it enables you to provide them with a quick response and personalized experience for your customers.
2. Reduces operational cost
For small businesses, there are several expenses like rental costs, manufacturing, distribution, along with communication costs that just keep going up. Given that communication costs are generally the major expense that can affect the entire budget, investing in call center software such as HoduCC can be the best bet to reduce the overall operational costs. Using such software, you can easily gain access to custom reports of your agents that will help you monitor the calling patterns of your agents, analyze their performance and lower your overall operational costs by 75%.
3. Provides omnichannel support
Today, the call centers of most businesses focus on providing a holistic experience to customers across channels like email, social media, and chat, along with phone calls. Establishing a call center for small businesses can help deliver seamless support to customers regardless of how they get in touch with call center agents. An efficient call center software enables businesses to connect with existing or prospective customers via chat, email, voice calls, messages, video, and more. In addition to this, this sophisticated software allows agents to provide multi-channel support to customers, which in turn leads to reducing customers’ frustrations, besides improving satisfaction.
4. Provides customer insights
No matter whether you’re a small business or a large enterprise, data is crucial to success. For businesses, it’s imperative to monitor and analyze call parameters, derive meaningful insights from them, and take the most decisive actions. According to McKinsey, businesses using call analytics can reduce their average call handling time by 40%, which further leads to increased overall revenue and profitability.
Not just that, a call center software enables small businesses like yours to generate real-time reports that track call volume, CSAT score (customer satisfaction score), call history and call recordings, which empowers you to make better business decisions. Besides, it allows you to track peak days to effectively manage the schedule of your call center agents to ensure consistent and efficient service levels.
5. Builds a professional image
Did you know that the overall image of your business depends on the support and service you provide to your customers? As per Hubspot Research, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. This means that if your customers are contacting you and you’re resolving their queries effortlessly, they’ll perceive your business as a professional company and will keep coming back.
6. Prioritize urgent calls
When it comes to building customer loyalty, prioritizing calls is vital for business success. With call center software, it becomes easier for your call center agents to identify the urgency of calls right away. When customers contact your support, the call center software provides your agents with the customer identity and allows them to access the previous conversation history. Based on this information, your agents can easily prioritize the calls and respond to those who need quick assistance.
7. Ensures security
Data security is one of the major concerns for small call centers since there’s a huge volume of customer information that needs to be stored. There’s always a risk of losing vital customer information if a business doesn’t have reliable software that offers security.
For this reason, businesses must invest in software for small call centers like HoduCC that are highly secured and allow them to store customer data safely and securely. Also, as this software enforces stringent security regulations such as data encryption, no unauthorized personnel can access sensitive customer data. Therefore, having call center software in your business allows your agents to deliver the best assistance to them without worrying about security.
Equip your business with a feature-packed call center software
Now that you are aware of the benefits of call center software for small businesses, wait no further. Make every interaction count by investing in the best call center software today to enhance the profitability of your business. HoduSoft’s omnichannel call and contact center software is built to deliver exceptional service and experience to your customers. It comes packed with several features like call bridging, call recording, multi-level IVR, auto-dialing, and many others that drive better productivity, improve operational efficiency, and ensure business’ smooth-functioning. To learn more about HoduSoft’s contact center software, get in touch with their sales team at +1-707-708-4638 or [email protected].
