< Return to blog IVR CRM integration Discreet listening Reporting Call recording ACD Dialer One-to-one chat Which contact center software to choose? What are the mandatory features for a contact center? What are they for? You are certainly asking yourself all these questions… But don’t worry! ➡️ In this article, we have grouped the top 8 features that all contact centers must have. 1. IVR An interactive voice server (IVR in English) aims to optimize the management of a large volume of calls. In fact, the IVR will interact with your customers during a call in order to put them in touch with the right person as quickly as possible. For example: “Type 1 for French… Type 2 for… Type 3 for…” Thanks to IVR, calls are 100% answered. To do this, you will need to configure a set of scenarios and redirections that constitute your IVR. 2. CRM integration It is imperative to complete your solution by integrating your CRM (Salesforce, Zoho, Odoo, etc.) or your business application. This will allow your teams to have a 360° view of your customers and prospects, and this, in no time. no matter where they are in their customer journey. 3. Discreet listening Discreet listening allows a call center manager to listen and help an agent during a phone call without the interlocutor knowing. This is an excellent way to train and support new agents. In fact, studies show that contact centers in France experience a turnover of 25%. It is therefore essential to invest in excellent training tools. In addition, this tool will be useful for dispute management, quality management, etc. 4. Reporting In order to effectively manage your customer relations and your contact center, you need to analyze your results, obtain better results by improving your service using our reporting tool. This way, you will have a complete view of all the advanced statistics on your activity with all the KPIs to follow. You can of course filter the data by users and create your own reports. You will have better management of your activity, the evolution of the performance of your agents, etc. 5. Call recording Do you want to support your agents and guarantee the quality of your calls? This calling software feature is a real asset! In fact, keeping a history of your customer interactions can be very valuable for the management of your call center. It is a training, management and legal tool. 6. ACD Automatic call distribution (or Automatic Call Distributor, in English) allows incoming calls to be automatically directed to the most suitable service and agent in order to best satisfy requests. This feature is powerful since it draws on the expertise of each of your agents. Your customers will be more satisfied! 7. Dialer A Dialer is a call center feature that allows you to automatically initiate calls from a predefined list of telephone numbers. This feature significantly improves agent productivity. At Nixxis, the dialer can initiate calls using up to 10 dialing modes (Preview, Progressive, Predictive, Reverse IVR, etc.) 8. One-to-one chat At Nixxis, we realized that whispering during calls can be disturbing and therefore stressful for the agent. That’s why we set up a one-to-one chat! This is a chat where the supervisor can accompany the agent live during his calls. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Use Big Data technology Again and again, chatbots… The Agents Assistant It’s no secret that customer experience has become a priority for businesses. And to remain competitive, they must exploit the potential of artificial intelligence. Indeed, AI can help you improve your customer satisfaction. According to Salesforce, 80% of customer relationship managers consider artificial intelligence to be more relevant when it “augments” their human system. ➡️ Here are 3 ways to optimize your customer experience using AI. 1. Use Big Data technology It is interesting to integrate Big Data technology! On the one hand, to maximize the satisfaction of your customers and therefore build their loyalty. And on the other hand, to target new potential. Indeed, Big Data does not have the sole functionality of analyzing large volumes of data. It makes it possible to predict behavior, enable more targeted segmentation, offer personalized products or services, etc. 2. Again and again, chatbots… Yes, it has become difficult, if not impossible, to do without it! In fact, according to Oracle, 50% of people prefer to contact a brand by instant messaging rather than by email or telephone. Thus, a properly optimized chatbot will allow you to improve your customer experience. However, you will need to adopt a good omnichannel strategy to give your agents a 360-degree vision. They will therefore be able to better respond to customer requests. 3. The Agents Assistant Artificial intelligence is fully capable of assisting customer service during their interactions with customers. AI can offer compliant solutions based on consumer profiles and histories. The idea is not to replace humans with artificial intelligence, but to improve human capabilities through artificial intelligence. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Omnichannel customer service Le selfcare A personalized journey Instantaneity Customer service on social networks Customer service plays a major role in resolving issues faced by customers. But that’s not all ! Indeed, your customer service is now the main lever of action that will convince your customer to remain loyal to your company. But how to do it? ➡️ Here are 5 trends to adopt in 2021 for excellent customer service: 1. Omnichannel customer service The year 2020 will have hit the main pain points for businesses. Indeed, for some, the transition from physical to digital was synonymous with disruption. In addition, Gartner predicts that by 2022, 72% of customer interactions will involve emerging technologies such as messaging, chatbots, etc. It has therefore become essential for companies to diversify their communication channels and offer a seamless customer experience. In 2021, it is unthinkable for a customer to have to repeat the history of their request to each agent with whom they are in contact. Companies must therefore have powerful tools to unify the customer experience. For example, an omnichannel platform that will allow you to manage your customer interactions, regardless of the channel used. 2. Selfcare Whether it’s knowing the status of a delivery or paying their bills, today’s customers want to be able to resolve their problems themselves. They want to save time and for that, it requires self-service customer support available 24/7. This also saves businesses time. To do this, the company can set up an efficient chatbot, a troubleshooting guide, an IVR, etc. 3. A personalized journey Personalization is a big marketing trend today. In fact, the consumer wants to benefit from a personalized journey. To do this, simply integrate your CRM with your contact center solution and your agents will have a 360 vision and will be able to provide quick and relevant responses to each customer. 4. Instantaneity Customers absolutely no longer have the patience to spend hours trying to reach an advisor on the phone. They want answers to their questions and instantly! For this, the trend is towards live chat solutions. Indeed, it is available via the website and makes the customer experience smoother. This way you can guide the consumer towards the solution that suits them perfectly. But you can also resolve after-sales service issues. 5. Customer service on social networks According to Hootsuite, 53.6% of the world’s population is active on social media. Companies are increasingly present on social networks. It therefore makes sense for consumers to expect to find support on LinkedIn, Twitter or even Facebook. It is relevant and essential for a company, not only to be present on social networks, but also to manage and respond to complaints quickly in order to establish a relationship of trust with the customer. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Invest in a good CRM Secure your database Your database must be compliant Refresh your database Today, knowing your customers well is becoming a necessity. This is why it is important to have a good customer and prospect database. In fact, it helps to build customer loyalty. Additionally, the more you know about your prospects, the better you can meet their needs. You will thus convert the information you have about your prospects and customers into value for them. According to IBM, a good database improves your customer relations by 74% and increases your revenue by 41%. Here’s how to build a customer database: 1. Invest in a good CRM A CRM (Customer Relationship Management) will allow you to centralize your data. This way, your teams will have all the necessary information on the different accounts to carry out their monitoring. They will also have an overview of their objectives. In addition, CRM facilitates communication within the company by allowing us to access the history of each customer and prospect. So we can see what has already been achieved. 2. Secure your database Companies today have to deal with hacking, data theft and attacks. To avoid this, you must equip your database with several defense and backup systems. There are several forms of intrusions, so you must take precautions from the start so as not to be a victim of this type of attack. 3. Your database must be compliant In recent years, the way companies collect data has come under scrutiny. Indeed, you must comply with the European GDPR regulation (general data protection regulation). The data collected must therefore be useful and secure with the user’s consent. 4. Refresh your database It must be regularly audited and updated by your teams so that it is of good quality. Indeed, each interaction with the customer or prospect must be indicated in order to ensure the best possible follow-up. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Use a warm tone Analyze behaviors and results Customize the chat window The omnichannel approach greatly facilitates contact with customers. But, against all expectations, we have very few channels offering the opportunity available to us thanks to live chat to ensure quality customer service and thus increase sales. Live chat, live chat for our English-speaking friends, is a very promising tool that integrates with the website and offers relevant solutions at the appropriate time. This convenient and customizable channel is able to offer assistance at a time when customers need it most and without which, the customer would surely have been tempted to abandon their purchase. According to one study, 79% of customers prefer live chat because the support is immediate and according to Forrester, 63% say they will happily return to a website if it contains the live chat option. In addition, it is important to note that the waiting time for telephone calls is significantly reduced with this solution and productivity increases considerably because it is possible to take care of several solutions at the same time. ➡️ In order to increase sales volume and better contribute to your customer satisfaction, here are 3 tips to optimize your live chat. 1. Use a warm tone In order to initiate a natural conversation, chat is an ideal channel. A friendly introduction to the agents and asking why they might be helpful to customers would be a good conversation starter to put the customer completely at ease and get to the heart of the matter fairly quickly. It is best to use short messages so as not to disorient the customer with lots of information and overloaded messages. 2. Analyze behaviors and results Customers expect very fast and relevant responses. It is therefore necessary to develop several contact channels. In this way, you will be able to meet the needs of your customers just as effectively regardless of the channel used. You can see how to develop an omni-channel strategy here. It is also imperative that your customer service has access to your commercial information in order to best meet the needs of your customers. Finally, having impeccable after-sales service allows you to develop a relationship of trust between the company and the customer. 3. Customize the chat window It is important to take your customers’ opinions seriously. On the one hand, this allows you to improve your customer service and on the other hand, you prove to your prospects and customers that you care about them. There are several ways: carry out surveys, set up a discussion forum, a blog where they can comment on articles. A satisfied customer highly recommends your business. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Analyze data to meet audience expectations Combining humans with chatbots Personalize your exchanges Integrate good quality media A chatbot, or conversational agent, is a web tool that automates responses to visitor requests without human intervention. Nowadays, customers expect a constant presence and a high quality of response from the company. It has therefore become essential to set up an effective chatbot. However, it is important to analyze the customer journey and determine when the customer encounters difficulties and therefore needs a chatbot. A properly optimized chatbot will allow you to optimize your user experience, increase your conversion rate and retain your customers! ➡️ How to optimize your chatbot? Here are 4 tips: 1. Analyze the data to meet the expectations of your audience Use your previous data collection wisely to set up an effective chatbot. Indeed, data analysis will allow you to determine the problems that your audience encounters. Your chatbot will therefore be prepared for the most recurring questions. Once your chatbot is operational, you will be able to analyze new data. And therefore, continue to optimize your entire website. 2. Combine humans with Chatbot It is clear that the chatbot is not capable of responding to all user requests. Indeed, the chatbot is designed to respond to simple requests. For complex issues, human intervention is necessary. In other words, you need to set up a hybrid model in which your audience can switch from robot to human in a single click. 3. Personalize your exchanges You can personalize each interaction thanks to the data collection which is done gradually. This way, your chatbot will be able to request information from users in order to have an overall view of its situation. He will therefore be more able to respond effectively. Your chatbot will no longer only be perceived as being reactive but also proactive since it can target needs according to the profile. 4. Integrate good quality media Your chatbot represents your brand, it is in its image! It is therefore necessary to give importance to the visual aspect. You can integrate attractive images, readable and functional buttons, videos. In short, you understand: the user experience also involves the aesthetic dimension. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

< Return to blog Loyalty program Customer service Customer feedback Relationship of trust Evolution of the offer Building customer loyalty is essential to ensure the growth and stability of any business. This article explores five key strategies for building customer loyalty, from implementing loyalty programs to improving the customer experience. By taking a proactive approach and listening to feedback, businesses can build lasting relationships with their customers, keeping them coming back. Check out these tips for turning your one-time customers into loyal brand ambassadors. 1. Loyalty program By offering your customers promotions and discount coupons, you save them money and they love it! Do not hesitate to reward your most loyal customers with even more attractive promotions. In addition, loyalty programs have two main advantages: Encourage the customer to come back and buy more. Collect valuable data to perfect your customer experience. Finally, loyalty programs reduce your customers’ volatility and increase their average basket size. 2. Customer Service Customers expect very fast and relevant responses. It is therefore necessary to develop several contact channels. In this way, you will be able to meet the needs of your customers just as effectively regardless of the channel used. You can see how to develop an omni-channel strategy here. It is also imperative that your customer service has access to your commercial information in order to best meet the needs of your customers. Finally, having impeccable after-sales service allows you to develop a relationship of trust between the company and the customer. 3. Customer feedback It is important to take your customers’ opinions seriously. On the one hand, this allows you to improve your customer service and on the other hand, you prove to your prospects and customers that you care about them. There are several ways: carry out surveys, set up a discussion forum, a blog where they can comment on articles. A satisfied customer highly recommends your business. 4. Relationship of trust A lasting and trusting relationship is an essential pillar for customer loyalty. To do this, your online offline communication must be clear and unambiguous. In addition, you must make sure to personalize all messages, send contextual messages, adapt your content to your target, etc. 5. Evolution of the offer Today, it is no longer a secret: customers are increasingly demanding and are well informed about the products and services they want. Thus, the offer must evolve, on the one hand, in parallel with the needs of consumers. On the other hand, depending on competing offers in order to match them. To do this, it is important to communicate with after-sales service and take into account positive or negative reviews. Nixxis is your partner of choice to improve your customer relations. Do not hesitate to request a demonstration of our solution Nixxis Contact Suite . What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles