Experiencing poor communication within your customer support teams?

We know how this can affect your business, support team, and customers. 

But don’t despair.

You probably should have noticed UC&C as a solution to your miscommunication problems.

UC&C is the antidote to all your miscommunication problems. 

Missing files? 

UC&C can solve that. 

Experiencing lags in internal and external communication? 

UC&C to the rescue!

Wondering what this UC&C is? 

In this blog, we get into the nitty gritty of UC&C and how it can benefit your customer support team. 

But first, let’s look at unified communication (UC).

What is unified communication? 

 Unified communication is a system that combines different communication tools into a single unit.

As the nature of work continues to evolve, you need the right tools to keep up with your customers’ needs.

This is where UC steps in with its better half, UC&C. Providing your support team with the needed tools to help your customers.

UC and UC&C are related terms, but what sets them apart? 

Although the difference is thin, UC is about spreading information, while UC&C focuses on collaboration – working towards common goals.

What is UC&C? 

Source 

UC&C, like UC, combines different communication channels or mediums into one single system.

UC&C  is essential for integrating all your communication channels into a unified whole.

Your support team will use one platform to treat all queries, in place of using a variety of channels.

The channels combined in UC&C can include the following:

• Telephony
• Instant messaging
• Video
• Voice
• Collaboration
• Voicemail
• File sharing
• Shared inbox
• Mobility capabilities

This means that your support team will not have to jump from one communication channel to the other. But instead, use one platform that supports all the functions of phone calls, emails, and video conferencing.

It also supports mobile devices and computers as necessary.

Now, let’s walk you through how UC&C will help your support team.

5 ways UC&C can help you unlock rich customer experiences

UC&C will not only provide your support team with the tools to help them solve their challenges, but it will also give your business the following benefits.

1. Faster first-call resolution (FCR) rates

After first contact, your customers expect you to resolve their problems at once.

First call resolution (FCR) is the time it takes your team to resolve their query on first contact.

Initially, you could measure FCR only on voice calls. But now you can get FCR rates for communication channels.

With a UC&C system, your team members can share and access information among one another and other teams.

This allows your team to help a customer solve a query faster by inviting other team members to join in.

What does this mean to your customer experience?

Let’s take an example of a customer contacting your team for a query only your manager can fix. You can easily connect the customer to the manager with a single click.

This results in a quick query resolution and a satisfied customer.

You can also provide your customers with a self-help option using chatbots.

Chatbot tech is an AI system that interacts with customers through messaging or text. 

Do you know the little guy that pops up on most websites to ask how they can help you? 

That’s a chatbot.

When it comes to helping you serve your customers better, chatbots come in handy. By using chatbots, you can cut down on call-in queue situations. 

It doesn’t end here. Chatbots also enable easier interaction between your customers and your brand. 

This is because chatbots are scalable compared to human customer support agents. As a result, they reduce the need for a direct human connection on frequently asked questions.

2. Better WFH experience for your customer support team

Work-from-home can be convenient, but it can also present challenges, especially with your support team.

UC&C fix the communication lags that come with working from home.

It can offer your support team the same closure that exists in an actual office environment. This saves time because your support team logs on to one platform.

UC&C lets you communicate with customers worldwide, especially if your business attracts customers from across the globe.

So, with proper WFH etiquette and UC&C, you can close the communication gaps within your team.

3. Better collaboration between your customers and support team

An improvement in your customer service translates to increased customer retention.

UC&C provides your company with a medium for creating and nurturing such connections.

For example, with UC&C, your team can save your customers’ complaint history. This feature makes it easy for your team to communicate with your customers and resolve their problems at first contact.

You can also customise your communication channels and switch between them with ease.

This helps your team prevent missed memos, deadlines, messages, and calls. It’s that simple. 

4. 24/7 customer support

Your support team can operate round the clock at a superhuman level with UC&C. 

They can provide your customers with a prompt response to their queries, regardless of their time zone or location.

UC&C’s high-tech solution can record messages, emails, and send queries in different time zones, ensuring that everyone who needs to know is up to date.

You can also use chatbots to provide solutions for simple queries.

Do you know what happens when your customers get quick responses from your support team? 

Your customers will feel important for the quick resolution of their needs. 

And here’s the best part – they will remain loyal to your brand.

5. Seamless communication monitoring

Want to bid goodbye to chaos and disorganisation? Then stop using multiple communication channels and get a UC&C tool. 

Adopting a time-tested UC strategy can create better customer experiences without straining your support team.

Source 

UC&C will help you track and manage your support team, ensuring that they work in unison.

This will also give your customers the best possible support they need.

Do more for your customers with UC&C 

You now know the benefits of UC&C and how it can improve the quality of your support team to keep your customers happy.

Why not adopt the best UC&C solutions in the market for your customer support team? 

All you need is the right tool.

Don’t know where to begin? Then take a look at our list of the best secure team chat options. 

TelebuPing is your all-in-one tool for unified voice and video conferencing. 

Ping is designed for businesses of all sizes to push the boundaries of communication across devices.
Contact us today to find out even more, and we’ll throw in a free demo for you.