56% of customers will leave your business because of bad customer service.
Britannic Technologies work with the biggest names in the Telephony, Digital and Workplace Modernisation space to elevate business communications: making systems more collaborative, responsive and easy to use, maintain and analyse. When a business comms system is working at its peak this greatly benefits the customer service and journey but is also proven to make employees happier and boost employee loyalty and retention.
Benefits of Britannic Technologies' Solutions
Increase First Contact Resolution
Resolve customer enquiries and problems at first touch. No matter the channel. Triage queries straight to the right department for response and bring instant gratification with more self-service options.
Single-Pane of Glass
Empower agents with a single screen to view and respond to customer enquiries. Are your agents using 10+ systems each day like most? Our mission is to cut this right down.
Save with Automated Processes
Take away the mundane and menial tasks, saving time and money. With smart tagging, rules and filters you can easily categorise and organise your enquiries. Meaning agents and customer service reps can prioritise responses.
More Self-Service Options
Provide instant responses to problems or queries with self-service portals. With knowledge base, ticketing options and chatbots to present customers with the answer they need immediately. Create workflow automation to escalate to a human if required.
Proactive Customer Engagement
Engage with customer channels on the channels they choose. Deliver integrated experiences across phone, email, SMS, webchat, social media and WhatsApp. Shift to a more proactive way of delivering customer experiences.
Scale and Flex in the Cloud
With digital customer experiences and contact centre solutions that can be delivered from the cloud, you can easily scale to meet your needs. Pay for the services you use and decide whether you’d like it hosted private or publicly, hybrid, solely in the cloud (or on-premise if you wish). Our B•CONNECTED cloud platform to delivers end-to-end solutions.
Broadening Customer Experience Channels
A huge thank you for the help and support we’ve had from Britannic Technologies to get our new customer contact channels up and running, especially given the incredibly tight timescales. Project management and engineering were responsive and available, got the job done quickly and effectively, and we are live without a snag.
Customer Service Problems that Britannic Technologies Fix
Slow response times
76% of customers said that just one unpleasant contact centre experience would be enough to make them take their business elsewhere.
Lack of real-time engagement
Customers prefer to talk to someone either over the phone, through web chat or video chat. In fact 23% of customers seek face to face interactions for complicated customer service issues.
Being Transferred to multiple agents
Many customers complain about having to repeat their issue to multiple agents and waste time being transferred. This happens when business' workflows are not properly aligned with their comms channels.
Excessive customer service automation
For complicated interactions such as complaints, payment disputes or troubleshooting, 40% of customers prefer talking to a real person. Automation should be used for repetitive or simple enquiries.
Lack of consistent channel service
Everyone is different, some customers prefer to use WhatsApp whilst others enjoy using the telephone. Regardless of which channel customers use they should expect a consistent, quality service. Businesses that don't focus on omnichannel strategies lose customers to those that do.
Poor support and lack of analytics
Transparency is everything and customers have vast swathes of information when researching your business, if the agent doesn't match this knowledge it leaves the customer doubting the authenticity and future support they'll receive. Utilising solutions to help train and support your staff to be better customer service champions means the customer is happier, but also the employee is happier and feels valued.
Not Providing an immediate response
Over 80% of customers say they expect an immediate response to customer service enquiries, whether this is an acknowledgement or speaking to an agent to fix the problem. Furthermore, letting the customer know when you'll get back about their enquiry if not immediately allows the customer to feel secure that they'll receive the support they need.
Not being able to locate customer history
96% of businesses say that personalisation is an important part of their customer service strategies in the next 3 years. When a customer talks to an agent they will be frustrated if they have to repeat themselves. Additionally, your employees will seem unprepared, lengthening the customer resolution time and ultimately annoying the customer.
Deliver a Truly Omni-Channel Experience
Customer experience is your competitive differentiator and a key aspect of digital transformation.
Customers want to contact you whenever, wherever and on whichever channel they choose.
Our omni-channel customer experience management and customer engagement solutions work in harmony whether the interaction takes place across the phone, email, webchat, WhatsApp or social media (to name a few).
Using our orchestration layer, we’re able to automate processes, leverage your data and handoff actions straight to the correct department for resolution.
Request a Friendly Advisory Call
Book a no strings attached advisory call with one of our experts today and start making positive, simple changes to your customer service strategy!