In the world of cybercrime, targeting of businesses is commonplace. It is not just large businesses that are threatened by such attacks. Unfortunately, whether an organisation is big or small, the vulnerability exists. And it is important to be cognizant of disruptions that such attacks can bring about. This is certainly an important topic for […]
Zoho’s Customer Relationship Management (CRM) is an award-winning omnichannel platform that helps businesses convert more leads, engage effectively with customers, and much more. Zoho CRM brings together all of a business’s customer service, communications, and information in one place. To easily access and refer to customer data on the go, you can integrate your hosted […]
Let’s say, you are in a long meeting and don’t want to be disturbed. But you’re also expecting an important call from a client that you just can’t afford to miss. What do you do? Simple—you redirect the incoming call to an alternate number that belongs to a colleague or a supervisor and let them […]
Customer satisfaction and customer surveys According to Microsoft’s Global State of Customer Service Report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Needless to say, customer satisfaction should be the topmost priority of every business, regardless of the kind of products and services they offer. […]
Although there are many contenders for the top position among modern call centre solutions, skill-based call routing has to be one of the main ones. With skill-based call routing, the future of call routing is here. Skill-based routing is a cloud telephony feature that analyses customer data when a call comes in and automatically routes the caller […]
No matter how rapidly technology advances, it can never replace the connections humans build with each other. This is why, even today, when customers have myriad tools to gain query resolution, they still prefer to connect with a contact center agent over a phone call. It is this need for human interaction that makes free […]
What is call tracking? Call centers are the frontline workers for your business service. They are often the first touchpoint for customers for both pre and post-sale activities. With the right marketing practices, calls within a contact center can increase. Call tracking software is nothing but a tool to analyze these inbound calls. Reports suggest […]
As the world continues to fight its way out of the global pandemic, one of the fastest emerging trends that many people are willing to venture into is that of freelancing. Freelancing offers people a much greater level of flexibility and comfort as they get to work from wherever they like, whenever they like. According […]
The relationship between brands and customers has evolved rapidly over the past few years. With this new digital era, the introduction of social media, as well as improving communication technology, has brought the entire world much closer. This is also reflected in the dynamics between customers and companies. Businesses today are constantly on the lookout […]
Leads are the starting point for any business setup, and the number and growth of these leads translate directly into the operation’s success. In simple terms, more qualified leads = more sales. The importance of lead generation and nurturing for business success is evident from the necessity of the ‘door-to-door’ salesmen, who relied on their […]
As the e-commerce industry flourishes, e-retail revenues are expected to rise to a figure as steep as 5.4 trillion US dollars in the year 2022. Although presently Indian businesses use centralized virtual numbers for managing huge volumes of incoming calls, now there are providers that also help businesses procure Indian virtual numbers. Even today, a phone call continues to […]
The year 2020 will surely go down in history as one of the most eventful years of the 21st century, courtesy of the COVID-19 pandemic and the ensuing lockdown. The virus led to the breakdown of existing systems and structures for new world order. New protocols were introduced to contain the virus and counter the […]
The meaning of Interactive voice response or IVR is an automated system that interacts with the caller. The caller hears the IVR system menu, presses keys on the phone as prompted by the IVR, and the system responds appropriately. On the basis of the responses provided by the caller, the IVR either provides the required […]
Everyone knows about Prime Day, and how the company builds it up and even how much the customers anticipate it. Large businesses like Amazon have big budgets and marketing spend to be able to spread their offers and messages worldwide, but can small businesses create the same hype? Yes. With cloud communications, businesses of any […]
According to Wikipedia.org A missed call is a telephone call that is deliberately terminated by the caller before being answered by its intended recipient, in order to communicate a pre-agreed message. The rapid growth of smartphone penetration in India makes missed calls a powerful marketing tool. Many businesses these days leverage missed call services for […]
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