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Articles

Advantages of Using Automated Customer Service

Posted On 05 Apr 2021

The use of automation technology has grown and become very popular with a variety of benefits. Automation can be used for various industries, one of which is customer service.

Based on research conducted by IBM in 2020, 85% of all customer interactions are handled without a human agent. The use of chatbots and artificial intelligence can help contact center agents focus more on more complex tasks so that customer service work can be more effective.

What is Automated Customer Service?

Automated Customer Service is a customer support method provided by automated systems such as chatbots, voice bots, or other artificial intelligence using tools to automate workflows or tasks. Automated customer service can provide 24/7 service and is used to assist contact center agents in receiving calls from customers and also responding to customer needs effectively and efficiently. Customer service means understanding customer needs and providing assistance to meet those customer needs.

By automating customer service, it creates opportunities to move or eliminate points of human-to-human contact when inefficient or unnecessary. Automation is not to replace the need to build relationships with customers, but automation should make it easier to build rapport with customers.

One form of automated customer service is that virtual assistants such as chatbots and voice bots are popularly used and employ predefined rules using artificial intelligence to help customers solve their problems quickly. Automated Customer Service can be used in all communication channels of choice of company customers so that the company can customize the channel according to the needs of its customers.

By using automated customer service, more complex questions can be forwarded to the contact center agent so that the contact center agent can help solve the problems experienced by customers more quickly, and accurately. In addition, companies can focus more on building relationships with corporate customers.

The need to automate the customer service process is the preference and expectation of consumers for faster information and service delivery. In the digital age, customers expect 24/7 assistance with problems and questions but also require a more specific experience as well as personalization. Examples of automated customer service technicians are the use of chatbots for customer service, automation through the CRM process, automated responses via email, social media monitoring, conversations via IVR or voice bot.

The various benefits that can be felt by using automated customer services include:

  • Faster response time
  • Budget efficiency due to lower operating costs
  • Improve the quality of relationships with customers
  • Reducing the occurrence of human error
  • Increase customer satisfaction and loyalty
  • Optimizing customer service experience according to needs
  • Increase the productivity of contact center agents

Artificial intelligence is now part of the workforce helping companies create customer satisfaction for fast, high-quality support. Automated customer service that combines artificial intelligence with contact center agents will provide a good customer experience so that it can increase customer satisfaction. Artificial intelligence can be used in simple repetitive scenarios such as live chat so that more complex problems will be assisted by the contact center agent.

Automated customer service is an important step in providing service to customers. VADS Indonesia has automated customer service solutions such as smart chat assistants and voice bots that can perform customer service functions more optimally and productively. Automated customer service makes customer service fast, efficient, and can be integrated with the company's systems. The combination of digital channels, automation, AI, and human involvement makes automated customer service a breakthrough to improve company services in communicating with its customers. VADS Indonesia knows and ensures that customers have a support experience by using automated customer service that can increase the productivity and efficiency of your company's customer service. Contact us, and we will demonstrate how automated customer service can enhance your customer service support efforts. Sure about the various benefits of automated customer service but confused about where to start? Contact marketing@vads.co.id for consultations to improve your company's customer service.

Articles

How to Increase Customer Satisfaction with a Contact Center

Posted On 02 Apr 2021

In the world of customer service, companies must be able to measure customer satisfaction to determine the extent to which the company's products and services can meet customer expectations so as to create brand and company success. Customer satisfaction focuses on the same thing, namely how companies can measure customer expectations. The higher the level of customer satisfaction, the greater the customer will survive and increase purchases to the company.

Many contact centers use customer satisfaction surveys at the end of the call. Customers are asked to fill out a short survey after each call and rate the level of service they receive and understand how customers feel about your business. Customer satisfaction surveys help companies find problems with their services in a timely manner. They also provide visibility into the performance of each member of your team.

Customer satisfaction is an important metric for companies because it provides insight into things like customer loyalty, the likelihood of churn, and also helps identify problems with a product or service. Companies that provide high levels of customer satisfaction can also use them to differentiate themselves from their competitors. The following are some steps that can be used as guidelines for your contact center in creating customer satisfaction:

Understand your company's customer expectations

There are still many customers who are not satisfied with the service of a company, this dissatisfaction must be collected and given feedback so that the company understands what customers expect for your company. Conducting customer satisfaction surveys is one way to find out whether customers are satisfied with the services provided by the company. The survey method can be done by telephone, email, IVR, online, or face to face so that it can provide insights that can develop the company.

Don't keep customers waiting

The company's contact center service can offer callbacks over long queue time periods rather than having customers forced to wait. A good contact center solution can make customers feel satisfied with the services provided to the company. According to a study conducted by Harvard Business Review mentioned in the Genesys, article says that customers whose complaints are handled in less than five minutes spend more money with your company on future purchases. This proves that the more satisfied customers are with the services provided by the company, the more it will generate profits for the company.

Provide training and professional development to contact center personnel

A trained and professional contact center team makes them more efficient in providing better service and also superior customer service so that it will have the impact of creating the customer satisfaction score that your company wants.

Provide multichannel support

By using contact center services that are more varied in using the media used such as social media, live chat, telephone, and also email, are becoming increasingly important to customers so that the company's contact center services can connect with customers on the channels they use. This multichannel and omnichannel support not only offers many channels but also prevents customers from providing repetitive information to different contact center agents because this can annoy customers and potentially damage the company's reputation due to customer dissatisfaction.

Provide a proactive contact center

Contact customers before they call your company to be more effective, timely, personalized, and also relevant to your company's customers. This proactive strategy can be applied with telesales, telereminder, telecollection, and teleretention, for example as a payment reminder, a personalized customer loyalty scheme, and providing information about the latest products and services from your company. This strategy can reduce incoming calls and also increase the efficiency of the contact center agent. This also proves that offering good customer service is not only good for customers but also good for business continuity in the future so as to generate revenue for the company.

Provides additional benefits

Provide your customers with a free quote or a discount that can help the company to build good customer relationships. Discounts given to products that have been the target of your customers or providing additional accessories as post-purchase support will make customers feel satisfied and cared for with their needs so as to increase customer satisfaction and also build a positive image of your brand and company.

The data you have related to customer satisfaction surveys is a reflection of the actual customer experience with your company. This data can be used by your company to take action. It is important for this data to be processed so that it can be used as an opportunity for your company to increase customer satisfaction, especially by providing services or products according to your company's needs.

Creating good customer satisfaction is one of the keys to the success of a business. VADS Indonesia can help your company to build and improve good customer relationships so as to create good customer satisfaction. The various advantages that you have for handling customers using voice or digital technology can make your company's work easier, especially in building customer relationships. In addition, your company can interact more quickly with consumers so that it can help answer consumer questions with various questions asked and respond quickly so that it can make consumers happy because they get the answers or solutions needed quickly. This technology can also function for 24 hours so that whenever and whatever time the customer asks, it will be quickly and easily answered. This can make consumers happy and satisfied so that it can improve the customer experience for your company. Contact marketing@vads.co.id for more information to help your company build and improve customer relationships

Articles

Check Out How to Increase Your Customers Through WhatsApp Business

Posted On 30 Mar 2021

In marketing to your prospects, it is important to determine what channels are appropriate to reach your target customers. Is it using social media like Facebook or Twitter or maybe LinkedIn? Or maybe using email and contacting by phone? Now we will discuss one text-based platform that also has many users, namely WhatsApp.

WhatsApp is one of the channels for interesting marketing. WhatsApp is an application that allows users to send messages for free to anyone who wants them. Not only for sending text messages, but WhatsApp can be used to send images, voice messages, locations, videos, documents, and also GIFs. You can even make voice and video calls.

Currently, WhatsApp also provides WhatsApp Business which is specially made with small business owners in mind so that it can help companies to connect with customers and provide personalized customer service. The WhatsApp Business app is available for Android and iOS. Your business can interact with customers efficiently by being able to automate messages, sort, and also how to quickly respond to messages. Some of the features available on WhatsApp Business include:

  • Business Profile: Companies can create a business profile by providing useful information such as address, company name, business description, email, and website.
  • Quick Replies: by using the quick replies feature, companies can save and reuse messages that are frequently asked by customers and which you send frequently so that this way, you can easily answer the most frequently asked questions in no time.
  • Automated Messages: just like chatbots, by using the automated messages feature, you can respond to messages of your customers any time and any time even outside your company operating hours. Or you can create a welcome message to introduce a potential customer to your business at the start of a conversation so that it is personalized and your customers will have a good time communicating with you.
  • Message Statistics: You will get insight into how many messages your customers successfully sent and read.
  • Labels: this feature can make it easier for you to organize contacts or chats with labels so that you can easily find them again based on those labels.
  • Product Catalog: this feature allows customers to view your products on WhatsApp. This feature can sort several products depending on your company's products with a maximum of 500 products or services. Each product or service may include a title, price, description, product code, and a link to your company website.

Once your WhatsApp Business account is ready, the next step is to think about ways to reach your customers. How can your business adjust to using conversations via WhatsApp? Use a more personal conversation so that it gives the impression that the customer is talking and communicating with you. The next stage is to start increasing consumers through WhatsApp Business.

While you may already have a whole list of contacts on the phones of people you've contacted before, you can't send them any messages if they don't have your (new) business number on their phone. One way to start communicating with your company's customers is by placing a WhatsApp button on your company's website so they can quickly start a conversation with you. Apart from putting it on the website, publish your WhatsApp Business number on various social media owned by your company so that more and more people will know that you have WhatsApp to communicate in an easy and fast way. Another great common way is to offer something of value in exchange for their phone number. This can be a promotion one and also provide some valuable information they might want. You can create a compelling promotion that makes it easier for people to share their numbers with you.

Using the automatic message function, you can send them promo offers right away. However, don't forget to offer more than just automated messaging with promo deals, engage them from the start so you can start building a good relationship with your customers.

What can we do using WhatsApp Business? By using the WhatsApp Business service, your company can provide better and faster customer service. In addition, the company also gets feedback from good relationships with customers so that this can be used to find out and dig deeper into the wants and needs of your company's customers. Using WhatsApp Business can also help your company do other work, such as sending information regarding order status, payment reminders, and also send special offers to your company's customers.

With a variety of advantages that WhatsApp Business has that can answer your company's needs, especially in increasing consumers, it's time for your company to use WhatsApp Business to become one of the best solutions to maximize your business. Contact marketing@vads.co.id for consultation regarding the WhatsApp Business needs of your company.

Articles

How to Increase Company Revenue?

Posted On 26 Mar 2021

Every company certainly wants the services/products they provide to get a good response from customers. They always try their best so that the services/products they provide are the main options of customers. By having an abundance of customer coverage, it is certain that revenue/profit will be obtained very easily. Then, what is meant by revenue itself? Revenue itself is said to be an increase in economic benefits during a predetermined period which can be in the form of additional assets or income. For this reason, companies must be able to maximize all possible performance and resources they have to encourage them to achieve the desired income targets. That way, is there any way to increase company revenue other than having a qualified marketing strategy? Here are some ways that can be used to increase your company's revenue.

Various Ways to Increase Your Company's Revenue

1. Have Bigger Goals

Targets and goals are the most important things if you want to achieve success in the business you are running. By having a target, of course, you already know what you have to do so that the business can be successful and of course it will be liked by customers. If you have achieved this target, you should not just stop there. Set new goals that can certainly provide more value to your company. Reach a wider market to increase profits and profits more than before. Create new service/product innovations and have your own style so that you can include even more potential customers.

2. Build Good Relationships with Customers

The customers you own are an important aspect of increasing revenue from the company. By building a good relationship with them, it is ensured that the level of customer loyalty to the service/product that you provide will continue to increase. Therefore, start building good relationships with the customers you have. Being friendly/polite and always listening to all their complaints is the main key to achieving this success. Do as much interaction as possible with them in order to reach even closer relationships. Later customers will feel that they are treated like "more than a customer" and make them comfortable with what you have provided.

3. Use a variety of media for marketing

The more familiar the service/product you provide, the more potential customers you will get. That way, use as much media as possible so that information about the service/product that you provide can be seen and reached those potential customers. You can use Digital media such as Social Media, Website, or Email and also use Non-Digital media such as brochures, banners, banners, or billboards to do this marketing.

4. Increase Trade Value to Customers

If it is said that you have earned a lot of customers, it is highly recommended that you always expand your service/product for the better in all aspects. Customers who feel that they are loyal to the service will have the feeling that they want to get something more because they are loyal to the company. Therefore, start increasing your trading value to be even better, such as providing attractive offers or simplifying the purchase transaction process. That way customers become more comfortable and of course make your service/product their first choice.

5. Generate Team Motivation

One of the impacts on the success achieved in a company/business, of course, is obtained from building perfect teamwork. Lots of companies feel why they have very little profit and progress from the business they do, but besides that, they also don't care about what happens and is felt by their employees. If you feel this way, start to improve relationships with your employees/team. Interact with them as much as possible so that they become more comfortable working with you. Give motivation and inspiration to your employees/team so that later they will start to grow thirsty to increase the value of your company. By having an environment that shares clear objectives, it is certain that profit and revenue will be easy to increase.

Those are some ways that can be implemented to increase your company's revenue. It is hoped that some of these ways can help you to always develop your company's revenue in the future. VADS Indonesia itself certainly provides a very satisfying service and can help the business you run. Kindly contact marketing@vads.co.id to consult your business plan and further information.

Articles

How Does Digital Transformation Improve Contact Centers?

Posted On 23 Mar 2021

Digital transformation is the integration of digital technology into all areas of the business, resulting in fundamental changes in the way businesses operate and the value companies provide to customers. The digital transformation is changing the way companies manage their contact centers. Technology provides insights to interact with customers in new ways and also to improve the productivity of contact center operational performance. The main factor companies must take advantage of this digital transformation is because customers are also starting to switch to digital in carrying out their daily activities. Customers are expected to be able to contact the company anytime, anywhere, and by using whatever platform they want. So it is important for companies to determine their contact center strategy to make it more useful for their customers.

The company's contact center must be able to keep up with technological transformation to provide a good customer experience so it must have a customer service-centered strategy. Companies must think about what technology is used by customers for budget efficiency and also time efficiency in providing services, increasing interaction with customers, and increasing customer loyalty. Some of the benefits that have been felt by the existence of digital transformation in the world of contact centers include:

1. The conversation is carried out automatically

Automation is part of the digital transformation process so that contact center automation can be used to increase the productivity of contact center agents and also to reduce costs. In addition, automation can improve the customer experience, one of which is by using a chatbot or voice bot.

2. Make use of omnichannel channels

A good contact center ideally provides 360-degree service from customers so that they can understand customer wants and needs so as to make customers satisfied with the services provided by the company. Digital transformation can be used by contact centers to integrate all channels they have to provide a better customer experience, but of course, the company must be able to identify the channels that the company's customers prefer. Synchronization in each channel must also be considered so that the customer does not complain about something that he has to tell repeatedly.

3. Make use of data

With digital transformation, it allows your company to get the data obtained from your customers. Digital transformation helps companies get valuable data to improve your company's customer experience. These technologies can provide data about your customer behavior, company perceptions, and your company's customer support services. So that by knowing this data, companies can focus on improving customer experience and also improving services, and improving products and services provided to customers. Of course, it will provide a personalized experience according to each customer.

4. Cost savings

By using digital transformation, it is true that your company will invest in some technology to be utilized, but by increasing productivity and reducing other hardware costs, for example by being able to operate anywhere so that it can save your company's operational budget.

Today's customer expectations are getting higher, they need customer service or contact centers that are more personal, timely, and always on all channels, especially in digital channels. That is the importance of digital transformation to be integrated and to provide comprehensive services to customers. In 2021 and beyond, contact center automation is accelerating, making it important for companies to adopt best practices, or risk falling behind the competition. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are completely changing the face of customer service.

Discuss your digital contact center needs with VADS Indonesia, Business Process Outsourcing (BPO) in the field of contact centers, and customer experience with professional call center management services that can improve your company's customer support. Immediately consult marketing@vads.co.id for your company's digital contact center which aims to improve contact center services and optimize your company's contact center services.

Articles

Increase Customer Retention with Contact Centers

Posted On 15 Mar 2021

In a business or company that is run, of course, having an abundance of customers is a dream that you want to always be realized. By having a fairly large customer scale, surely the company or business that is being run will find it easier to get partnerships, channels, and of course profit because many individuals have trusted the product or service. However, if this has been realized, how do companies maintain their customers to always use and be loyal to their products or services? The ability to retain these customers is said to be Customer Retention.

What is meant by customer retention? Can Contact Centers Help Increase Customer Retention?

In short, Customer Retention is defined as an action taken by companies to retain their customers in order to keep using the products and services they have provided and prevent customers from switching to other companies/competitors. Then, how do you increase customer retention? Can using a contact center help to increase customer retention? Here are some of the advantages of using a contact center to increase customer retention.

1. Increase Customer Relationship

The relationship we have with our customers is one of the main aspects of our success in selling a service or product. By having a good relationship with your customers, that's where customer retention can be run well again. Contact Center itself is one way that you can improve your relationship with customers. Contact Centers can provide a better and easier interaction or transaction experience so that later customers will be more comfortable with what you have provided. That way they will be more loyal and of course, will always use the products/services you provide.

2. Knowing Customer Needs

Lots of businesses or companies that have high target consumers and want their customers to always use the products/services they provide but don't know what consumers really need. Contact Center itself is known to have many media or ways to find out what customers need. By interacting through Social Media, Email, Chatbot or Call Center Agents themselves, they can get feedback in the form of information on what the customer really needs. The Contact Center itself can also find out information about what they can improve on the services or products that have been provided. Later, the existing information will be used as a reference by the company so that they always develop existing products/services and can always maintain their customers.

3. Customer Data Management

A good interaction experience and ease in carrying out transactions are certainly always desired by every customer if they want to use a product or service. Customers who have already used your product or service certainly don't want to waste time providing more information about their customer profile. Therefore, the existence of a Contact Center that has a system such as a Customer Data Analysis (CDA) can help to make it easier to find out the database about the customers you already have. Things like this are certainly a plus point that makes customers feel more cared for and prioritized so that later they will always make your service/product their first choice.

4. Anticipating Customer Risks with Various Solutions

We cannot avoid losing and also reducing the number of customers you have because all of that is a personal decision of each customer. With the Contact Center itself, you can anticipate these things by always providing solutions such as Call Center Agent services that always listen to complaints from customers and provide solutions instantly. In addition, services such as Chatbot itself are very helpful in providing quick solutions to problems that customers have. You can also provide other possible service options that can help solve the problem. The Contact Center of course also has operations such as Quality Assurance (QA) where companies can guarantee all the quality of the products/services they provide. That way it can be seen that customer risks can come at any time and you must be able to provide optimal solutions and services to prevent this from happening.

Those are some of the benefits that you can get by using a Contact Center to increase Customer Retention. VADS Indonesia certainly offers a Contact Center service that is integrated with various media and agents who always provide satisfying services which of course can help develop your business plan. Please contact marketing@vads.co.id to find out more information about our Contact Center solutions.

Articles

How to Get Customer Feedback?

Posted On 12 Mar 2021

In every service/product that we provide, of course, customer satisfaction is the main target so that the business we do will always grow. From all the experiences that customers have, later they will provide feedback such as providing positive or negative reviews of the services/products we provide. That way we must always provide our best service in order to have a good image in the eyes of customers.

The feedback itself is a form of feedback to measure how good and bad the services/products we provide are based on customer experience. Then, how important is the feedback? Why should we maximize all feedback from customers?

The feedback given by customers can be an aspect for you to know what things need to be improved from the services/products provided, to know the wishes of the customer, and of course to find out the response from the customer regarding the quality of your service/product. Therefore, how do we get feedback from customers? Here are a few methods you can use to get the perfect feedback.

Powerful Methods of Getting Customer Feedback

1) Conducting a survey
The survey itself is one method that has been frequently used to get feedback from customers. There are various kinds of tools or media that you can use to create interesting surveys such as Microsoft Forms, Google Forms, Survey Monkey, Zoho Survey, and many more.

Later, the survey will contain questions which of course can provide information about customer responses to the services/products you provide. That way, ask collective questions in order to allow you to get the information you need. Also make the concept of more interesting and varied questions such as Multiple choice, Short answer, and Linear scale so that customers take more initiative in the process of filling out the survey.

2) Using Social Media
What we all know is that social media is one of the main keys to marketing the services/products we provide. Social media itself can allow you to get feedback from customers about the business we have. There are several methods, such as using polls, via the comment / Reply column of the posts you share, or direct messages.

Poll
Platforms like Instagram and Twitter can be the main media for you to get feedback from customers. Instagram itself has a feature called Stories, which later you can add a poll column to each story you create. Twitter allows you to add a poll column to each tweet you want to publish.

Comment / Reply
In every post that you provide on Instagram or Twitter, there will always be a comment column so that your followers/customers can provide reviews or insights on the experiences they have regarding the services/products they receive. That way you can read every existing comment and make it feedback for your service/product.

Direct Message
Not a few customers prefer to interact via direct messages because the information provided is clearer and more detailed. That way you can ask them if the information provided is clear and if they are satisfied with the information. Later, the answers they give can be used as feedback for you. As a result, you can evaluate your service from each answer that has been collected.

3) Provide a Feedback Box
Many of the customers or prospective customers do not use social media very often and of course, they will look for information through the official website. You can provide a feedback box on your websites such as a Suggestion / Comment column or an Emoji column that shows a happy or sad expression for the information you have provided.

4) Contacting by email
Of course, email is one of the main data if customers want to use the services you provide. In addition to informing you about the development of the services you provide, the email itself is a place to get feedback from customers.

You can send an email in the form of asking if the service they received is what they wanted or also asking if they were satisfied with the service they received. Using email allows them to provide feedback in the form of text or attachments in the form of images/videos.

5) Offer and Provide Rewards
Providing rewards or attractive offers such as discounted prices, free shipping, free trials, or giving samples can be one solution for you to get feedback from customers. Give them access to these offers by filling in questions about customer responses regarding the services/products you provide.


These are some of the methods you can practice to get satisfactory feedback from customers. Hopefully, these methods will help you to make the services/products provided even better. VADS Indonesia certainly provides services that can help improve your business. Contact marketing@vads.co.id to consult your business plan and further information regarding the needs of your company's customers.

Articles

Contact Centers Improve Your Relations with Customers

Posted On 09 Mar 2021

In today's advanced era, technology and services provided by each company are the main "weapons" to be able to compete with competitors. Every company is always competing to provide the best service so that the company that is run always develops and becomes the first choice of customers.

The very rapid development of technology has also made the main factor in making any information can be obtained very easily and also flexibly. The information that can be obtained also becomes the main point so that the services provided by each company can be known quickly and can be selected by potential customers to be their first choice. That way, the Contact Center is the main "bridge" for interactions with prospective customers if they want to inquire about the business provided by the company.

Every prospective customer certainly wants to get a good first impression in getting the service they want. This is where the role of the Contact Center is very important so that every prospective customer gets a perfect customer experience. The contact center must be able to provide satisfying services such as explaining and answering questions about the products & services provided, and of course, listening to all the complaints that these customers have. Companies must be able to provide Contact Center services indefinitely and through various media. By having a good Contact Center service, it will certainly improve all relationships with customers and maybe customers will provide feedback in the form of promoting indirectly to their closest relatives regarding the Contact Center services they have experienced.

Definition of Contact Center
Contact Center is often defined as a "gathering point" where all the interactions that are owned and carried out between companies and customers are managed in a business that is carried out. The Contact Center itself has the authority to always answer calls made by customers and provide solutions to solve problems they have. Contact Center is known to use a service system that allows customers to interact through many channels such as Social Media, Email, Website, and of course by telephone. Within a company, the role of the Contact Center is very important. By having satisfying service and always conveying value or value regularly to customers, it is ensured that customers will feel satisfied with the services provided, and of course, it can increase the loyalty of these customers.

Can Contact Centers Improve Customer Relationships?
In a business that is run, of course, the relationship with customers is one of the main aspects of achieving success and success in the business. With that, the Contact Center becomes the main point to achieve this success.

  • Providing Solutions through Media Variations. The advantage of using a Contact Center is that customers can interact if they want to ask about services provided or ask for solutions through various media. They are given many options, such as sending email, through direct social media messages, or through chatbot services. That way customers can more easily interact anytime and anywhere and the company can communicate directly with its customers or in other words, can create a two-way relationship between the company and the customer.
  • Make it easier to know the history of customer information. The number of media as a place to interact with customers makes it easier for companies to find out more about what customers really want. With a Contact Center that is equipped with a sophisticated system, it is very easy to collect all information about all complaints that customers have and the history of the interactions they have had. As a result, all these complaints will be more easily resolved by the contact center agents who handle them, and the contact center agents will find it easier to offer offers that suit the needs of customers.

From all the benefits of the Contact Center above, it is known that it will make all relationships that customers have better and of course increase. VADS Indonesia itself offers Contact Center services that are integrated with various media and also contact center agents who always provide services that can improve your company's relationship with customers. Kindly contact marketing@vads.co.id to find out all information about our Contact Center solutions.

Articles

How Important is the Cloud for Your Company?

Posted On 04 Mar 2021

Technology has a huge impact on business today. The rapid development of technology provides many alternative solutions for many companies in running and developing their businesses.

In today's pandemic era, companies must be able to build and maintain their own server environment to be able to host and run applications on their premises. Today, companies must have cloud computing that is revolutionizing the company's business and operations. This technology is the foundation of a company's digital transformation.

Before cloud computing, people would run applications or programs from programs that were downloaded on servers in their buildings. Companies make their own data centers which costs require a lot of allocation like professionals and other resources. However, the more complex the data and the number of professionals needed to manage it are also increasing, it requires a level of productivity and efficiency which is a new challenge.
Currently, more and more companies are using cloud computing to manage their data centers. Cloud computing is a trendy, innovative solution, and can also be used as a back-up for an ongoing system.

What is Cloud Computing?
Cloud computing is a development of internet-based data and information storage services. In cloud computing technology, all data is located and stored on internet servers as well as applications that are generally needed by users so that they can be accessed anytime and anywhere provided there is an internet network connection. Cloud computing prioritizes security and convenience for its users. With these advantages, cloud computing can increase productivity as well as company employees.

Benefits of Cloud Computing

1. Cost-Effectiveness
One of the main benefits of cloud computing is cost-effectiveness because cloud computing is a technology that provides services to companies according to demand so that companies only pay according to the criteria and features used. Cloud computing is a business model that only requires a monthly subscription fee for the services used today so that it can save more on budget.

2. Flexibility
Companies must realize how important cloud computing is applied in a corporate environment, especially in this pandemic, which makes work more flexible to be done outside the office such as at home. So that interacting with fellow employees can be done virtually, quickly, and easily whenever employees need it via web-enabled devices.

3. Security
By using cloud computing, all files and programs and company business data are gated safely. The cloud usually requires a strong firewall, access credentials, and security protocols so that it is safe to store important information on the server.

4. Document Control
The more that work together, the faster document control is needed. With cloud computing, employees do not need to send files back and forth as email attachments.

5. Disaster Recovery
Every company should be able to invest in disaster recovery. The cloud can assist more businesses in their disaster recovery as a time-saving cloud-based backup solution.

6. Digital Transformation
It is important for companies today to be able to compete using digital transformation, one of which is to completely migrate to the cloud. Companies can ensure proper cloud enablement so they can ensure a smooth transition to the cloud without any impact. Companies sooner or later have to consider digital transformation because the traditional way of operation will slowly become expensive.

Those are some of the benefits of the cloud that can be used by companies. In Indonesia, there are several cloud providers that provide cloud computing services. You need to consider several factors before choosing a provider such as a cost, service, and security. VADS Indonesia can help you to switch to using the cloud. Consult your business plan via marketing@vads.co.id for more information and increase the security and productivity of your company's performance.

Articles

Contact Center in Digital Era

Posted On 02 Mar 2021

Digital technology is developing increasingly sophisticated and changing the flow of communication to be faster and more accessible. These technological developments make communication easy to use digital and create innovative solutions. Companies must be able to follow the development of digital technology, especially in terms of customer service so that customers do not leave the company and so that customers are satisfied with the services provided by the company. In this era of openness in terms of information, of course, customers will use various ways to communicate with companies such as using social media, websites, live chat, and also email. Although until now, call centers will still be needed with various advantages such as providing real-time solutions and fast responses.

The contact center is not only a department in the company's business, but also the face of the company itself because it deals directly with customers, so the contact center must be able to adapt and adapt to existing changes, especially adjusting to the needs and channels used by its customers. One of the changes that must be adapted is the presence of a 24/7 contact center so that it can serve its customers anytime and anywhere. Contact centers that are available 24/7 can help customers submit complaints, provide input, and ask questions about a company's products and services without being limited by time. Customers can more easily contact the company comfortably. In addition, the company will get a lot of calls from customers so that they can find out what the customer wants, and then it can be used to create products and services according to customer needs.

Companies must be able to provide support in the form of personalized responses according to the person of their respective customers, be timely in responding to customers, and also provide appropriate and relevant solutions. Companies will get higher customer loyalty and satisfaction to get higher revenue and also get more benefits. The contact center transformation also requires strategic implementation and best practices to increase efficiency and optimize the customer experience.

One of the technological developments, namely automation such as robotic process automation (RPA), the use of Artificial Intelligence and Machine Learning can help customer service. However, the company does not need to automate as a whole, the company must know which parts to submit using Artificial Intelligence and which ones still need a human touch as a response to solving problems experienced by customers.

The use of many channels such as social media, websites, live chat, and the call center itself allows customers to easily contact companies with the media they want and make the company provide its services properly according to the wishes and needs of their customers. Companies must be adaptable and flexible in dealing with existing changes and developments. Consult your company's contact center needs in this digital era with VADS Indonesia.

VADS Indonesia can assist you in building and developing a contact center to provide optimal service to your customers. VADS Indonesia has more than 12 years of experience in the contact center industry and currently serves more than 50 clients, most of whom are market leaders from various existing industries. VADS Indonesia provides a variety of contact center services such as:


• Inbound contact center
• Outbound contact center
• Technical support services
• Omni-channel
• Smart Chat Assistant
• Social Media Care
• Smart Outreach
• Human Augmented Bot
• Blockchain Secure Authentication


And various other services that you can consult with VADS Indonesia. VADS Indonesia has been certified ISO 270001: 2013 so that it has guaranteed data security. For further information, contact marketing@vads.co.id for consultation in order to improve your contact center in the digital era.

Articles

How To Succeed In Becoming A Quality Contact Center Agent

Posted On 26 Feb 2021

The contact center is a very important function in a company's customer service and is the main communication tool between the company and its customers. An agent contact center is an important asset in customer service. A good contact center agent can commit to improving the customer experience with a company. The contact center agent must be able to work quickly and manage several different responsibilities. Contact center agents need to be flexible with their workflows and able to handle customers even with the most unexpected questions. Some of the duties of a contact center agent are as follows:

- Helping customers in various media contact centers
- Answering customer inquiries and providing appropriate and personalized solutions
- Creating a pleasant customer experience and making customers satisfied so that they can become loyal customers of the company
- Can recognize the different needs of each customer so as to adjust communications to suit each customer so that a good relationship will be created with the customer

To fulfill some of these tasks, contact center agents must be able to work together as a team and create a system that manages customer service requests well. In addition, contact center agents must also have the skills to succeed in becoming a quality contact center agent and make the customer experience better. The following are these skills including:

1. Have good knowledge about products and solutions
Customers need the right solution in a short amount of time regarding their problem so that the customer doesn't want to waste time redesigning their problem and not getting any resolution. A good contact center agent is able to understand and help solve customer problems the first time they hear about them.

2. Flexibility
The duties of contact center agents in everyday life are unpredictable so that contact center agents must be flexible and adapt to unforeseen conditions and situations. The contact center agent is the first person to respond to customer responses to the company so the contact center agent must be ready to act.

3. Good at Organizing
A contact center agent can receive up to 50 more calls a day depending on the volume of customer service. Some calls will require a follow-up which may take several days from the first interaction so the contact center agent must be able to manage the follow-up to solve problems experienced by customers while still receiving calls from other customers.

4. Creativity
A contact center agent must be creative in providing solutions to customer problems such as suggesting alternative ideas that benefit customers and the company.

5. Stay calm under pressure
Quality contact center agents are not easily confused when faced with tough problems from their customers. The contact center agent keeps the customer calm in the situation and doesn't make the customer even angrier.

6. Friendly
The contact center agent is the face of a company so the main attitude that must be had when dealing with customers is to be friendly and warm. Make sure that the customer has a warm and friendly company image that will complement the company's service. The contact center agent must maintain a positive attitude and keep smiling.

Being a contact center agent is not easy and finding a quality contact center agent can be difficult to find. However, this quality can be generated by being taught by experienced trainers to teach skills to your contact center agents to become more qualified.

The good news is that all contact center agents at VADS Indonesia are the best agents. Because agents at VADS Indonesia are required to take part in training from experienced and trusted trainers in the contact center world until they are ready to start working. By using the services of VADS, you will get the best contact center agents for your company and also about how to develop business for your company. Because all of that has been done by VADS Indonesia. Improve your business now with contact center services from VADS Indonesia and achieve success together with VADS Indonesia.


Source:
Blog.hubspot.com

Articles

Strategy to Build Customer Relationships

Posted On 23 Feb 2021

One of the most important things in running a business and business is paying attention to customers and building good relationships with customers. A good relationship with customers will make the company know the information needed by customers, complaints experienced by customers, and the level of satisfaction that customers have with the company's products and services. This is important for business owners to find out what customers need so that companies can provide appropriate products and services according to the needs of their customers.

Customers are the main element and also the most valuable assets owned by the company. The more companies have customers, the more the company will grow. So it is important that the company must be able to build good relationships with customers in order to create customer loyalty. It takes the right strategy in building relationships with customers so that the relationship is built to be good. Especially in this digital era, business competition is not only about innovating products and services that are created, but also fighting over the position and hearts of its customers is an important element for the progress of the company. Here are strategies you can use to build customer relationships:

1. Responding to Customers Quickly
In building relationships with customers, of course, good and precise communication is needed. Companies must be able to provide services to their customers with a fast response and whenever customers need assistance 24/7. Customers must get priority to be satisfied with the service from the company. In today's digital era, companies must be able to communicate using various channels. Of course, to make it easier to reach customers on each platform.

2. Informing the Latest Products and Services
Companies must be able to provide information about new and interesting knowledge for customers. In providing the latest product and service information from the company, use a narrative that is well-targeted and also information-intensive. Building relationships with customers, one of which is by providing information about the latest products and services to customers, can be via the telephone, email, or social media so that customers are aware of the latest information.

3. Treat Customers Personally
Loyal customers are one of the company's important assets. Companies must be able to categorize customers appropriately so that the delivery of messages can be more personal so that customers feel cared for. Another way of personalization is to respond to comments submitted by customers on social media or other media so that customers feel heard so that it makes the relationship with customers better.

4. Give something that exceeds expectations
Customers buying a company's product or service certainly have expectations related to that product or service. Here, the company must be able to meet these customer expectations, and also the company needs to raise the standard more than what is offered. For example, by providing offers or promotions more than what is offered so that it can provide satisfaction beyond what customers expect. When a customer has a good impression of the company, the customer will come back to buy the company's products and services.

5. Giving Gifts
One way to build good relationships with customers is by giving gifts. Giving gifts is prioritized for loyal customers, but companies must also be able to give gifts to new customers as an appreciation for using the company's products and services. The prizes offered can be in the form of vouchers, discounts, points, souvenirs, or other special offers as an expression of gratitude to customers and proof of the company's concern for its customers. Giving gifts or rewards can attract the attention of customers so that they will be closer to the company.

6. Maintaining Customer Loyalty
The company must also be able to focus on its loyal customers and must be able to be maintained. Loyal customers will be the main support as a promotional media regarding the company's products and services to their immediate environment. So it is important to maintain customer loyalty.

7. Ask for Customer Feedback or Testimonials
Companies must be able to seek customer feedback in order to improve service so that they will get customer satisfaction in the hope that customers can make repeat purchases and increase sales. There are various ways to get feedback and testimonials such as distributing questionnaires, holding quizzes on social media, and also conducting direct interviews. Customers will usually like to give opinions regarding the products and services they have used so that from this feedback the company can find the latest solutions for the company's products and services so that it will be increasingly liked by customers.

8. Increase Customer Experience
Customers are very concerned about how the company resolves the problems it is experiencing and know about updates to the handling process carried out by the company. It takes good customer service and customer experience and is also easily contacted by customers so that customers can easily connect and communicate with the company regarding the information needed or the perceived obstacles. Companies must be able to improve their customer experience in order to provide a good experience to customers.

Those are the various strategies that companies can implement to improve relationships with their customers. Various benefits will of course be obtained if the company can build good relationships with customers such as increasing business value, sales promotion with word of mouth can be more effective, get business innovation from customer input, and can increase profits in the long term. Always put customers first in the company's business so that it can run smoothly in the long term.

Building good customer relationships is one of the keys to the success of a business. VADS Indonesia can help your company to build and improve good customer relationships. The various advantages you have for handling customers using voice or digital technology can make your company's work easier, especially in building customer relationships. In addition, your company can interact more quickly with consumers so that it can help answer consumer questions with various questions asked and respond quickly so that it can make consumers happy because they get the answers or solutions needed quickly. This technology can also function for 24 hours so that whenever and whatever time the customer asks, it will be quickly and easily answered. This can make consumers happy and satisfied so that it can improve the customer experience for your company. Visit www.vads.co.id or contact marketing@vads.co.id for more information to help your company build and improve customer relationships.

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