1. Impatient customers
Impatience among customers is a common issue, and it often falls on the shoulders of the staff. While navigating a menu is usually tolerable, customers' patience is severely tested when they are left waiting in line for too long. The situation worsens when they are not immediately connected to the right person, forcing them to wait again and be transferred multiple times.
The solution:
Purple+ offers a solution by leveraging advanced data analysis and conversation technology to accurately categorize customer inquiries. This enables agents to be grouped based on their skills and expertise. With a smart menu system and refined routing options, like those provided by Purple+, customers are directly connected to the appropriate agent. This genuine customer-centric approach helps CCC managers better understand and empathize with their customers' needs and makes them feel more connected to their customers.
Additionally, returning customers can be automatically linked to the last agent they spoke with. Efficient handling, including automatic transcription and CRM integration, reduces wait times. The seamless integration with Microsoft Teams elevates Purple+ beyond just contact center software; it becomes a complete Customer Engagement Platform. This efficiency gives CCC managers the confidence that they can handle customer interactions effectively, leading to higher customer satisfaction and a sense of reassurance in their ability to manage forward with improvement.
2. Outdated and inefficient systems
Many organizations have yet to fully transition from analog phone systems to modern VOIP or omnichannel solutions. Outdated systems are often slow, prone to failures, and no longer supported. This results in frustration for both employees and customers, significantly impacting the quality of customer service, particularly because these systems frequently poorly integrate with platforms like Microsoft Teams.
The lack of visibility into incoming calls and available agents makes efficient call routing nearly impossible. This, in turn, leads to longer wait times and customer dissatisfaction. Moreover, generating reports on customer interactions is time-consuming and unreliable, further negatively impacting the quality of customer service.
The solution:
Purple+ provides a comprehensive solution for customer contact and interaction. With seamless integration into Microsoft Teams, everyone can immediately see the availability and activities of their colleagues. The two-way integration with the CRM system gives complete control over internal processes and customer relationships. When customers call, their information, including call history and notes, is instantly displayed, enabling the agent to respond promptly and be customer-focused.
Purple+ is built on Microsoft Azure Communications, ensuring reliable connections and the ability to add new features quickly. This makes Purple+ an ideal solution not only for now but also for the future.
3. High Pressure Due to Staff Training and Guidance
Agents face significant pressure: They must understand and solve customer issues, manage various emotions and expectations, document everything accurately, and handle internal processes. This increases their workload considerably and requires extensive training and guidance.
The solution:
Purple+ will alleviate the agents' burden by automatically handling administrative tasks, such as making notes in the CRM, generating summaries, and linking customers to the right agent. This allows agents to focus entirely on the customer's issue. With Purple+’s skill-based setup, it's immediately apparent which agents are available and what they are working on.
Internal communication, call transfers, and automation (potentially AI-driven) are simplified, reducing pressure on agents and increasing customer satisfaction. Additionally, clear reports provide insights that can be used to continuously improve service quality and team knowledge.
Want to Learn More About Purple+?
Are you responsible for customer contact within your organization and want to find out how Purple+ can enhance employee and customer satisfaction? Contact us for a demonstration of our solution.