Best Call Center Software – Forbes Advisor

Whether you already have a call center platform or are choosing call center software for the first time, some terms or features may be unfamiliar to you. Many call center services mention these items in feature listings, but offer no description of what they are. Consider these features before switching or choosing the best call center platform for your small business.

What is RVI?

Interactive Voice Response (IVR) is kind of like an automated chatbot, but it’s for incoming calls. So if a customer calls for information, you might be able to provide it through an IVR feature. For example, a customer can call a retail store to find out the remaining balance on a gift card. An IVR feature could let them choose “check balance” from a menu, then they just have to enter their gift card number to find out how much they have left. This feature can give customers a quick response and reduce the number of calls your agents have to take.

What is the ACD?

Automatic Call Distribution (ACD) works similarly to IVR in that it uses a menu to let customers pick the best choice for them, but it automatically routes calls to the correct agents. For example, if a customer calls because they want to purchase a product or service, they may hear a recorded message asking them to press “1” for sales, “2” for technical support, etc. . When he presses “1”, their call goes to the next available sales representative, rather than a customer service agent. This feature can reduce a customer’s wait time, improve customer satisfaction, and reduce time spent on calls with an irrelevant agent.

What integrations do you need for call center platforms?

Many call center platforms include tools to help you track customer and support agent interactions, track customer information, and manage tickets. However, not all do all of these things, which is why it’s important to choose a call center platform that integrates with other apps you may already be using.

Check if you need your call center software to integrate with these types of applications:

  • Accounting software (QuickBooks, Xero)
  • Customer Relationship Management (CRM) Software (Salesforce, HubSpot)
  • Marketing software (Mailchimp, Sendinblue)
  • Point of sale (POS) software (Shopify, Square)
  • Calendars (Google, Outlook)
  • Customer support software (Zendesk, Zoho Desk)

Why would you need omnichannel communication?

Today, customers expect to receive support from a variety of channels, from phone and email to SMS and social media. The best call center platforms support omnichannel communication so you can resolve customer issues and answer questions from a chatbot on your website or through your company’s app, on Facebook Messenger or WhatsApp and by SMS or by phone. This feature can help you connect with your customers through their preferred communication channel, which could increase customer satisfaction and reduce the number of calls needed.

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