13. August 2019 Blog

How To Connect Emails and Calls for a Better Customer Service Experience

CloudTalk call center integration with LiveAgent

As today’s digital consumers have become more demanding and expect a smooth omnichannel experience from brands they are engaged with, businesses need to adapt to keep pace with the ever changing customer needs. See how integrating CloudTalk with LiveAgent’s ticketing system can help you improve communication with customers, level up your customer support and deliver that seamless service experience your customers are craving.

Optimize Customer Interactions by Integrating Calls and Emails

Why integrate at all? As businesses are often on the lookout for an all-in-one, unified tool that would allow them to effectively handle all customer interactions and service operations in one place, that perfect 'one-size-fits-it-all' solution simply doesn’t exist. More often than not, businesses choose to integrate multiple solutions to leverage all the benefits of different tools.

Integrating LiveAgent’s helpdesk software with CloudTalk allows support agents to have all the information on customer calls and support tickets in a single place - CloudTalk interface. When a customer calls your support line, a customer profile card pops up immediately letting the agents identify the caller even before picking up the call. The card displays all the contact information, previous call history, support tickets and notes related to that particular caller enabling the agent to provide a quicker and better support.

LiveAgent users can also enjoy the benefit of synchronization of all customer calls from CloudTalk. Once the call is over, the relevant information is automatically sent to the LiveAgent’s system allowing you to see duration of the call, the name of the agent who picked it up, as well as the name of the company from which that phone call was made. Moreover, every call is linked to a recording that can be easily accessed any time when needed. All that enables agents to optimize customer interactions and deliver a better quality of customer support.

CloudTalk call center integration with LiveAgent

Advantages of Integrating CloudTalk and LiveAgent Tools for Your Business

How exactly can businesses benefit? Since support reps will have all the relevant information about a customer who is calling your support at their fingertips right at the moment of the call – they will have a 360-degree view of the customer they are currently interacting with. It basically means the agents will have the context, visibility and accessibility they need in order to provide more comprehensive responses and resolve customers’ issues during a single interaction.

Having all the details on past interactions and resolved issues also creates a great opportunity for a more personalized communication with each and every customer. And today’s consumers highly expect personalization from the brands they deal with.

In fact, Accenture reported that 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases, or knows their purchase history.

As agents are able to respond to customers faster and use their time more efficiently by eliminating switching between the two systems – it ultimately results in improved agent efficiency and productivity. When working with CloudTalk, agents can easily edit the existing contacts downloaded from LiveAgent, add new contacts or update information on the go without ever leaving the CloudTalk interface. The automated two-way synchronization also eliminates the need to put identical data manually in two different systems making the agent’s workflow smoother.

Why a Seamless Customer Service Experience Matters

How critical is that to consumers? A recent survey by Microsoft actually found that more than 75% of respondents expect customer service representatives to have visibility into previous interactions and purchases. However, nearly half of those surveyed said that support agents almost never or only occasionally have the context they need to effectively and efficiently solve their issue.

According to the same study, customers ranked a representative’s lack of knowledge about their issue and having to repeat themselves as the two most frustrating aspects of a poor service experience. While having their inquiry resolved during a single contact was rated by respondents as the single most important aspect of a good service experience.

A seamless omnichannel experience is also important to consumers as they typically use a variety of channels to connect with brands and naturally expect flawless interactions across all of them. The study mentioned above reported that 59% of consumers have used three or more channels to get their questions answered. However, as they jump from channel to channel – including during a single inquiry – many businesses are still unable to transform multiple touchpoints into a frictionless, personalized engagement experience.

 

CloudTalk can be integrated to LiveAgent’s helpdesk in a few simple steps and doesn’t require any programming or other advanced tech skills. If you would like to learn more or need assistance with the integration process, don’t hesitate to reach us out.