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For companies that want to excel in customer support, adaptability is key. Today with so many products and services available, customers have the freedom to divert from one company to another even at any minor inconvenience. Therefore, companies have to level up their support flows to gain customer loyalty and trust. One of the factors contributing to a great support experience is how fast a customer gets connected to the right expert and receives needed support. This is where call routing comes into play.
In this article, we will explain what call routing is, its benefits, and how it is used in remote visual support to help your customers have their problems resolved in a timely manner.
Call routing is a fundamental component of customer support systems, encompassing the process of directing incoming customer inquiries or issues to the most appropriate support agent or team within an organization. It is based on criteria such as the nature of the problem, agent expertise, or even the customer’s history to ensure that the interaction reaches the right destination for efficient resolution.
When using a remote visual support solution like ViiBE, a company can organize its support team according to any organizational structure it finds fit. The software allows the creation of virtual business entities that can correspond to weather types of customer queries, geographic location, or any other criteria. Support experts are then assigned to these entities. Afterward, they are attributed to expertise based on their competencies and knowledge, so the customer can get connected to the needed professional when troubleshooting.
Besides the obvious benefit of providing customers with the proper assistance, there are several other benefits that need to be considered when it comes to call routing.
Call routing systems are designed to scale with the growing demands of customer support. Whether handling a sudden surge in inquiries or adapting to changing business needs, these systems provide flexibility to ensure uninterrupted and effective customer service.
Leveraging historical data and customer profiles, call routing allows for personalized interactions. Customers are directed to agents familiar with their past interactions, creating a more seamless and personalized support experience that acknowledges their unique needs.
Call routing ensures that customer queries are directed to agents with the most relevant expertise, preventing unnecessary transfers and optimizing the use of support resources. This efficiency contributes to reduced handling times and increased overall productivity.
Call routing systems can take into account the geographical location of customers and direct calls to agents or teams that are best suited to handle inquiries from specific regions. This is particularly useful for businesses with a global customer base.
Call routing allows for the prioritization of urgent or critical issues. High-priority calls can be directed to specialized teams or experienced agents, ensuring that time-sensitive matters receive immediate attention.
The accurate matching of customers with experts increases the likelihood of resolving issues during the initial contact. This leads to higher first-call resolution rates, indicating a more effective and satisfactory support process.
By ensuring that each call is directed to the most suitable agent, call routing contributes to cost efficiency. It minimizes the need for unnecessary transfers, reducing the overall operational costs associated with customer support.
From scalability and personalized interactions to efficient resource utilization and geographical considerations, call routing emerges not only as a solution for timely problem resolution but as a strategic tool for enhancing overall customer satisfaction and operational effectiveness. With integration capabilities of remote visual support tools (e.g. ViiBE can be integrated into any CRM, FSM, EAM, CMMS, etc. software), companies from different domains can benefit from call routing and take their after-sales and technical support to new heights.
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