Customer Engagement Should Be as Flexible as the Business

8 July 2020

AUTHORED BY: Carlos Aragon

Owning a business requires tremendous versatility. The role of the owner can change throughout the day, from making the morning’s first pot of coffee to locking the door before going home. In between those two points in time, the owner may be involved in bookkeeping, appointment scheduling, and service delivery.

For a small business, the owner may be the first (or only) point of contact for sales and service. But as the size of the organization grows, interacting with customers can only scale by introducing proper tools.

The Challenges of Customer Engagement

Customer engagement solutions need to be as flexible as the business owner. A previous blog post noted that customers now expect additional channels beyond traditional voice. Setting up a webpage, email address, and social media presence may be very easy, but managing them is very challenging. Depending on the business, this may require dedicated employees to answer phones, handle text messages, keep up with social media, and respond to email and web chat inquiries.

Even if an owner can solve the challenge of managing these channels, there is an additional challenge to consider – how to connect them. Regardless of channel, from the customer’s perspective, they are interacting with a single business. Customers expect personalized service interactions; they expect the business to know them and their interaction history. However, since the channels operate independently, the service representative typically does not have a complete view of the customer journey.

These communication silos also make it challenging to gauge the health of customer engagement. To properly do this, businesses require detailed analytics and metrics to ensure they are efficiently responding to customer issues. And specific business verticals may also need comprehensive call records and transcripts for conflict resolution and regulatory compliance.

Solving These Problems with a Modern Customer Engagement Solution

Mavenir’s Mobile Business Contact solves these connectivity challenges.

As an omnichannel solution, all communications are delivered to a single, unified client. This functionality simplifies the management of multiple channels. Since it can easily integrate with CRM platforms, businesses can log all customer interactions and display them to service representatives. This insight provides a complete view of the customer journey each time customers reach out.

Mobile Business Contact is a scalable solution that can grow with the business over time. With improved connectivity and customer satisfaction, businesses can easily add new service representatives, customer service managers, and locations. Growth can sometimes lead to inconsistent customer experiences. Businesses can define canned message responses and service scripts, enabling quicker response times and ensuring a consistent customer experience.

Finally, the reporting system provides a robust set of metrics, including call volume, answer time, and handle time. It also provides live monitoring of calls and chats as well as downloadable recordings and transcripts. An owner that is heavily involved in the day-to-day customer service activities can have instant access to this data, or the owner can automate scheduled delivery into an emailed report.

Learn more about how to connect and grow business communications channels at http://www.mobilebusinessfabric.com

Carlos Aragon
Carlos Aragon
Carlos Aragon
Senior Director of Enterprise Solutions Marketing at Mavenir. He has extensive experience with real time communications, mobile and fixed-line Unified Communication (UC) services, UC as a Service and WebRTC as well as in-depth knowledge of related user experience fields such as video production and animation.

Carlos has two decades of experience in telecommunications, starting his career in a technical support engineering role for Ericsson; supporting 2G/3G switching, intelligent networks and GPRS. In 2000 he joined Nortel, where he held pre-sales and global product marketing responsibilities for Wireless Packet Core and, later, Multimedia Applications. In 2010 Carlos transferred to GENBAND as part of their Nortel acquisition (and then Ribbon Communications as part of their merger with Sonus Networks), where he had marketing responsibilities for Cloud and Platform-as-a-Service offers. In 2018 Carlos joined the Mavenir team to help mobile network operators provide innovative solutions for the enterprise of the future.

Carlos Aragon holds a bachelor's degree in telecommunications engineering from Universidad Politécnica de Madrid.