Key Takeaways:
- Platforms known as call centre software are used to automate the routing of incoming and outgoing calls to and from clients.
- The majority of them automate routing with IVR functionality, therefore lowering the demand for live operators.
You might not have the funds to staff a separate call centre just to take care of your clientele as a small business. But as a small and developing business, you also can't cut corners when it comes to customer service. Thankfully, your internal agents may handle client calls and other associated work more effectively with the help of the several call centre software options available for small business purposes.
Small business call centre software is a cloud-based platform used for phone-based customer service. It essentially replaces the phone exchange with an internet-based phone link, which can greatly increase agent productivity while cutting expenses. The majority of these technologies manage monotonous processes and provide your clients with self-service channels by utilising automation and artificial intelligence (AI). This allows the consumer to answer simple questions on their own and frees up your agent's time. By doing away with the need to establish a full-fledged call centre, the phone system assists small enterprises in managing call centre operations.
What are the benefits of using call centre software in a small business?
Reduced expenses
Flexible plans are available for call centre software for small enterprises, with monthly or annual billing options for each user. Moreover, when your company expands, these plans become more affordable. Additionally, you can select and add features based on your needs and financial constraints. Cost savings are further aided by internationally competitive phone rates, low setup fees, etc.
Enhanced safety
Your data is often encrypted in the cloud with a backup by a call centre solution, shielding it from prying eyes. It will allay any worries your clients might have about given a small business access to their personal information and boost their confidence in your company.
Multiple channels support
Customer service in the modern day involves more than merely returning calls. Many businesses strive to provide a comprehensive client experience via phone conversations as well as various forms of contact, such as email and live chat. This kind of multi-channel support is made feasible by call centre software, which smoothly unifies all channels on a single platform. This greatly contributes to improving customer service and building client loyalty as your organisation expands.
What are some of the best small-business call centre software?
Nextiva
- Voice-over-Internet-Protocol (VoIP) provider Nextiva specialises in cloud-based client communication.
- It provides an integrated solution for corporate apps and all customer channels.
- It routes incoming calls to the appropriate agents using Interactive Voice Response (IVR).
- It can record, pause, and play back any customer interaction at any moment.
- It uses Automatic Call Distribution (ACD) to divide up client calls according to factors like business hours, technical support needs, etc.
Freshdesk
- Freshworks offers a cloud-based PBX (Private Branch eXchange) system called Freshdesk (formerly known as Freshcaller).
- A business phone system with several inbound and outgoing lines, call routing, voicemail, and other features is referred to as a PBX.
- To improve client experience and satisfaction, the customer support platform offers omnichannel customer service.
- It gathers client data on a single platform to assist call centre representatives in quickly and effectively answering client inquiries.
- It allows clients to contact your agents via the channels of their choice, such as live chat, social media, email, etc.
- It uses innovative routing algorithms to cut down on call wait times.
Zendesk talk
- A cloud-based call centre solution called Zendesk Talk helps businesses to offer individualised phone support.
- It's integrated into the multichannel support ticketing system Zendesk for Service, enabling you to handle phone assistance from the same interface that's used for other client interactions.
- By integrating the phone system with other channels of communication, it enables agents to view all consumer information instantly.
- It allows you to manage client calls, voicemails, and texts in the same area as emails, chats, and social media communications, which unifies conversations.
- It enables you to add additional tools, such as enhanced call transcription and redaction, to improve voice capabilities.
Zoho desk
- An omnichannel customer service tool called Zoho Desk can help you improve client retention and happiness.
- The tool greatly improves your customer support with its unique context-aware helpdesk.
- It centrally handles client inquiries and tickets for many brands, products, and channels.
- It provides contextual AI capabilities like ticket auto-tagging and sentiment analysis, among others.
- It improves agent interaction and cooperation through CRM integration, work modes, etc.
- It automates time-consuming tasks to conserve resources and time.
CloudTalk
- With more than fifty sophisticated calling features, CloudTalk is a cloud-based contact centre solution suitable for any sales and support team.
- This programme can be used by startups, small and medium-sized businesses (SMBs), and even large corporations to optimise their support operations.
- It includes voice capabilities such as three-way calling, voicemail, and personalised greetings.
- It provides intelligent routing through the use of skills-based routing, ACD, IVR, etc.
- It increases worker productivity with features including predictive dialling, callback, and the After Call Work (ACW) function.
Dialpad
- Dialpad offers services for consumer interaction and business communication to startups, small businesses, and large corporations.
- Global teams may make more informed calls with the support of this cloud-based corporate phone system.
- It makes use of real-time transcriptions and sentiment analysis to improve customer interaction.
- It features an integrated artificial intelligence system that generates appropriate scripts for challenging questions.
- It promises to fulfil its Service Level Agreement (SLA) with 100% uptime, ensuring that you never miss a call.
- It enables agents to operate from any location and on any device.
Five9
- With Five9's cloud-based contact centre and call centre solution, you can interact with your clients via the channel of their choosing.
- Through a variety of channels, the platform assists your company in delivering a digitally native consumer experience.
- It allows users to use the video troubleshooting function to communicate issues they are having with agents in real time.
- It offers IVR self-service for a unified customer experience, including on mobile devices.
- It automates social media communication to ensure timely and reliable responses.
What does this mean for you?
Enhancing customer service and lowering overall business expenses can be achieved with a call centre solution tailored to small business requirements. For this reason, you ought to pick a dependable software programme that can enable your company to accomplish more with less. This article will assist you in determining the qualities your software solution should have and in selecting the ideal instrument for your small business.
