How UC Solutions are Improving the Customer Experience

Over the past few years, the customer experience has begun to change dramatically. Gone are the days when a simple phone call was the only viable way to contact a business. The modern customer has a variety of tools and technologies at their fingertips, and they are increasingly expecting a rich interactive experience across various multimedia platforms. When it comes to contacting a business, customers want options so that they can choose the method they are most comfortable with, or that which is the most convenient at that moment. In order to succeed in a competitive environment, your business needs to adapt to meet the changing demands of modern customers.

Thankfully, modern business telephone systems can equip businesses with all the tools they need to improve the customer experience. Unified Communications (UC) is one of the latest trends in business communications and, not only is it driving substantial efficiency savings but it is also helping businesses to meet the demands of the modern customer.

UC is a software application that is linked to your business telephone system. It integrates all of your communications platforms – real-time, such as voice and video calling, and non real-time, such as email – into a single application. This provides your employees with a single user interface for all communications that can be accessed across multiple devices. By integrating all communications platforms – instant messaging, voice, video conferencing, voicemail, email, fax, call control, presence information and more – UC provides you with a system that is easy to use and easy to manage.

With UC software, each user has a license which links their desktop computer and any mobile devices to the telephone system. This frees workers from the constraints of one physical location, providing them with full office capabilities on multiple devices and in virtually any location. With these capabilities, your employees can provide a richer customer experience. With integrated communications platforms, users are provided with easy access to multiple media platforms to engage with customers. Modern customers increasingly expect a variety of real-time communications across different media platforms and UC enables this. And, with UC available on mobile devices, your employees can meet this need whenever and wherever they may be for greater customer service efficiency. Whether your employees are working from home or on the go, they will be able to deliver fast responses to customer queries across a variety of mediums.

With so many platforms incorporated, UC allows your customers to benefit from more interpersonal communications such as video conferencing. Not only does this give your employees the opportunity to present a great image of your company, but it also provides a richer experience for your customers. Providing rich and diverse methods of communication to your customers leads to greater customer satisfaction. Businesses are constantly seeking to improve customer satisfaction because it results in brand loyalty, repeat business and positive recommendations, all of which translate into increased revenue. Having a variety of options available to customers, so that they can choose their preferred method, also increases the chances that customer queries will be resolved on the first contact. This leads to happy customers and reduced operational costs.

In conclusion, Unified Communications is a response to the changing nature of communications. It meets the changing needs of employees, who are increasingly seeking greater flexibility with mobile and remote working. It also meets the changing needs of customers, who are increasingly seeking greater flexibility in the ways they interact with businesses. By incorporating UC solutions into your communications infrastructure, your business can improve the experience of its customers. And, UC also works to reduce business costs through increased efficiency and productivity so it’s a winning situation for all.