Recently named a leading challenger in Mobile Voice and a leader in the CCaaS market in the latest reports from Juniper Research, CM.com recognises that telephone support is an essential addition to any company’s customer support options today, alongside email, chat, and social media. Customers expect to communicate with companies as they would do with friends and family, and new research from CM.com reveals that 69% of consumers say that the telephone is their preferred customer support contact method. Offering the option to call, as part of an omnichannel customer support strategy, is key for meeting the needs of all customers and ensuring it is easy for them to communicate with brands.
A seamless experience for customers and agents
Voice in Mobile Service Cloud, CM.com's CCaaS solution which enables companies to interact with customers via any channel, is simple to set up and easy to use. The channel-agnostic approach means the experience is just like any other channel within Mobile Service Cloud. With calling vertically integrated there is no need to add plugins, install softphones or download external tools; calls can be made from the browser instantly.
End-to-end control from CM.com takes the pressure off brands and makes adding telephony to contact centre software incredibly easy. Businesses do not need to bring in vendors to add telephony, or other parties for SIP trunking, PBX or IVR. Agents can start using it immediately, enabling them to work more efficiently, and ensuring customers receive the consistent experience that they would get on any other channel.
Being able to connect a customer quickly and seamlessly to the correct contact goes a long way in terms of providing an excellent experience. With Voice FlowBuilder, brands can proactively tackle this problem and connect people directly to the right person, the first time around.
The simple drag-and-drop overview helps companies to build and manage the IVR flow, which works from the moment building begins. In a busy contact centre environment, responsivity is crucial; with IVR calls can be deflected to WhatsApp or SMS, which allows for increased flexibility, enabling the customer to choose a different conversational channel instead of having to wait on the phone for an agent to become available.
James Matthews, Country Manager, UK & Ireland, CM.com explained:
“Expanding our Voice offering has been a key priority of ours for some time. At CM.com we strive to help companies put the human connection in digital customer communication, and nothing is more human than voice. Enabling consumers to reach brands and communicate with them in the way that suits them is vital for business growth. It builds trust and keeps customers satisfied and coming back for more, which is what we are striving to support through the launch of Voice as a channel in Mobile Service Cloud. Providing the same experience on Voice as any other channel means a consistent, efficient service for customers, which fosters confidence and certainty throughout the communication process. We’re excited to help our customers unlock the enormous potential that Voice has to offer”