Customer satisfaction in the UK is in decline. While the telecommunications and media industries show an increase in satisfaction levels, all other sectors, including retail, insurance, utilities, transport, banking, public services and food all show a decrease, according to the UK Customer Service Institute’s UK Customer Satisfaction Index Report.

So, how do enterprises turn this around?

A straightforward way for a company to increase its customer satisfaction level is by investing in call centre software that enables it to communicate with customers more effectively and consistently through multiple channels. Such software allows both companies and customers a greater choice about how and when they interact with one another. However, companies need to start incorporating align company systems that will help them set their priorities straight.

Let’s take a closer look at what call centre software is and how it can boost customer satisfaction.

What Is Call Centre Software?

Quite simply, it’s a cloud-based internet technology that allows a company to communicate with its customer’s 24/7 across an array of channels, including:

• Voice
• Email
• Live chat
• SMS text
• Social media
• Instant messaging
• Video

The same technology also enables a company to monitor the speed with which its customer agents respond to queries and how well they’re dealt with. Call centre software even provides invaluable data about its customer communication preferences. Best of all, call centre software doesn’t require large IT departments and expensive hardware — quite the opposite, in fact.

How Can Call Centre Software Enhance Customer Communications?

A company that can walk in its customer’s shoes and appreciate the frustration they feel will understand the importance of investing in the right customer service tools.

As such, cost-effective call centre software should enable customers to communicate with a company by their chosen means at any time of the day. Not only that, but it should also be able to train customer support agents effectively using speech analytics to monitor calls in real-time. That’s as well as providing staff feedback about their performance so they can improve.

What About Brand Loyalty?

Poor customer service can break a business.

If your customers receive excellent customer service from you every time, they’ll come back. It’s that simple. A Price Waterhouse Cooper report found that 32 per cent of customers will walk away from a company if they receive poor service. No company can afford that kind of loss. If a company makes it simple for shoppers to contact and interact with them, they’ll build greater trust and generate better rapport with them.

No customer should find it challenging to contact a company, and if they do, they’re likely to tell their friends, family and the wider internet community about it. Using a cloud-based call centre software that gives you the freedom to choose how and when to interact is one way a company can show its customers they genuinely care about them.

Call Centre Software Is the Key to Great Customer Service

Any company serious about delivering top-notch customer service has to have the right tools, and cloud-based call centre software is a must-have. It’s not only cost-effective, but it also allows customers a seamless journey when they interact with service providers. The better their experience, the higher their customer satisfaction, which should lead to repeat sales and great reviews.