Can your contact centre work remotely?

Remote working has become the trend of 2020, after pandemic lockdowns forced most businesses to work remotely or not at all. Many struggled and managed to attempt to stay on top of things, while some were not so lucky, faltered in their attempts and closed altogether. Without a doubt, it taught the business world a very important lesson: when disaster strikes, is your business ready? When the lockdowns went into motion, was it a smooth, rehearsed transition to remote working, or was it complete chaos with departments being offline for a few days as your contact centre’s IT team scrambled to get everyone back online?

Contact centres are in a unique position since with the right software and framework, they could easily work entirely remotely. While a contact centre environment may be the ideal location for customer service calls, it is not the only solution. The additional benefit of having a fully remote system is it will allow your contact centre to easily expand your team temporarily during peak seasons to better manage the influx of customer queries.

Having the right solution is key, especially since the fall of Privacy Shield. Businesses in general need to be more mindful of the software solutions they work with as those with transatlantic data transfers are putting their data at risk, since it will not be protected by EU privacy regulations. Click4Assistance is entirely based in the UK so there are no transatlantic data transfers and is the only completely GDPR compliant solution making it the best live chat provider in the UK market.

Click4Assistance was built with remote working as a focus. Your customer service agents can easily access the dashboard from a laptop or desktop with a Chrome browser, allowing them to work remotely from anywhere, and the 256-bit encryption for data in transit ensures that your live conversations are as secure as a payment page. The dashboard has everything they will need all in one place: live chat, video chat, artificial intelligence chat and form bots, Click2Call, social media direct messages, and even your own CRM integrated, so no more time wasted switching through different applications looking for information, messages or notes. To further increase remote working productivity, the dashboard is completely customisable, so they can focus on what they need to and hide the rest.

Live chat software has taken the customer service world by storm because of its hassle free installation and ease of use for both customers and customer service agents. It increases the productivity of your agents, while increasing your client’s potential revenue since website visitors are 4 times more likely to purchase after a live chat.

Artificial intelligence can step in to take your customer service productivity to another level, by putting your customers online 24/7 without requiring additional staff. Artie, Click4Assistance’s chatbot can engage an unlimited number of website visitors simultaneously, answer basic questions and help visitors navigate the website. He can handle simple tasks without human intervention, such as greeting website visitors, giving opening hours and locations, so only the more complicated requests will be transferred to your customer service agents. This immediately improves your service to your clients, while making your customer service agents’ workloads more efficient and productive.

Since Artie can up-sell and cross-sell based on a visitor’s viewing pattern, he can increase the potential of generated revenue, which is another bonus to your client. By always having someone available to assist online 24/7, your client’s website and your contact centre is instantly available even if the offices are closed, ensuring communication keeps flowing, even in an offline lockdown frenzy.

The best live chat provider

Click4Assistance has been supporting contact centres like yours for over 15 years. Our experience and dedicated team are uniquely positioned to support your contact centre with all your customer service requirements. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to level up your contact centre in 2020, give us a call on 08451235871 or send an email to theteam@click4assistance.co.uk and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.