If you are one of those who is already familiar with the concept of omnichannel software, you probably already know that it is the essential tool to offer unparalleled customer service in your contact center. But its importance is not limited to this.
The possibility of integrating all communication channels on the same platform, personalizing interactions, collecting and analyzing data in real time, are elements that only this type of system can offer you, and which are key to making a difference in the customer experience, build strong customer relationships and close sales.
Multiply sales of your contact center with an omnichannel software
In an increasingly competitive market, companies need to adopt new strategies that manage to improve profitability and increase sales. One of the key tools in this sense is to integrate an omnichannel software that offers a seamless shopping experience through multiple channels. However, it is not always easy to ensure fluid and effective 360 communication on all platforms, which is why, in many cases, it is a pain point for the contact center.
In case you still don’t know what omnichannel software is, it is a solution that allows companies to interact and communicate with customers through various channels, offering them a consistent and coordinated experience at all touch points. From the web to social media, via phone and email, omnichannel software makes sure that all your customer interactions are recorded and stored on a single platform.
This means that, regardless of the channel used, your agents will have access to all the relevant information about each client to guarantee a quick and personalized contact.
The omnichannel software also allows the automation of tasks, such as call distribution, resolution of frequently asked questions or data collection, among others. This not only saves you time and resources, but also ensures that your online presence is always active and up to date. Therefore, it is key to improving the customer experience, increasing the efficiency and productivity of your contact center, and improving the brand image to attract new customers.
Furthermore, omnichannel software allows companies to interact with customers in real time. Whether through live chat or social media, customers can get quick and accurate answers to their questions, greatly increasing customer satisfaction and the likelihood of conversion.
How to boost sales with a contact center
Implement omnichannel software
As we have mentioned before, having omnichannel software allows you to improve both the customer experience and the efficiency of agents. But not only that. It is also a valuable tool to increase sales. By having access to precise and detailed information about each client, it allows personalizing interactions and offering clients and leads products or services tailored to their needs, in addition to being able to track interactions throughout the entire purchase process and measure the productivity of contact center agents.
Train your agents
Your agents are the first touch point with customers, so it is essential that they are trained to identify sales opportunities and take advantage of them. Provide them with the right training to improve their sales and persuasion skills. Also, make sure they are familiar with the products or services you offer.
Use technology effectively
In addition to omnichannel software, there are other technologies that can help you increase sales and optimize the management of your contact center. One of them is predictive dialing systems, which increase the number of calls made by your agents and, therefore, sales opportunities. Another example is the IVR or Interactive Voice Response system, which allows customers to get help autonomously and easily, freeing up time for agents to focus on other important tasks, thus reducing operating costs.
Monitor and analyze your sales metrics
To increase sales, it is important to know your current sales metrics and monitor them on a regular basis. Analyze conversion rates, average sales per customer, and any other relevant metrics to identify opportunities for improvement.
Offer incentives to your agents
Incentives can motivate your agents to work harder and strive to increase sales. Offer bonuses for sales made, create sales contests and publicly recognize the work of your agents to keep them motivated and engaged.
Write a cohesive speech
The use of scripting tools in the contact center is also key to ensuring consistency and efficiency in customer interactions. These tools allow agents to access detailed information about the company’s products and services. In addition to providing guidelines to maintain a coherent and effective conversation. This helps improve customer satisfaction and increases the chances of conversion.
EVOLUTION: the omnichannel tool that your contact center needs
Contact your leads at the right time and design your sales pitches so that your agents don’t miss any opportunity. Stand out from your competitors with EVOLUTION and offer a unified, personalized and seamless customer service experience. Want to know more? Request a demo!
