Service does not solely mean to answer a call, but rather to answer a call in the right way. In the modern era, one bad customer experience can spread rapidly on social media and defame the brand. Just marking availability is not enough when it comes to service teams: they require smart solutions that allow them to make every customer interaction positive and timely.
And this is when the 360 CTI solution comes in. It not only makes the call management process easier, but also assists the service teams to provide uniform, quality support, which leads to loyalty and long-term value to the business.
When any client contacts a brand, they expect fast service and tailored responses. According to a HubSpot report, out of customers who receive good customer service, a high percentage of 93 percent tend to repeat purchase with the respective firms (source). However, lofty expectations are difficult to meet when reps have to deal with too many tools and cannot access customer information quickly or cannot follow up when necessary.
Unanswered calls, extended caller wait times not only frustrate a customer but also ruin a relationship and reduce retention. It is not just about responding, but it is the issue of being smart in response.
This helps agents stay focused on the call and reduces errors in capturing key details. Supervisors, too, can step in quickly for support by reviewing the transcript—speeding up escalations and reducing resolution time.
Consider a service representative addressing a customer complaint of a delayed delivery. Rather than having to jot something down manually or requiring the customer to repeat information, Live Call Transcript automatically takes over, transcribing the live call in real-time, even if a conversation is happening in a different language.
This helps the agents to be alert throughout the phone conversation and reduces the chances of missing essential data. Supervisors can also intervene and get the essence of the conversation from the transcript, accelerating the process of resolving issues
Agents usually record the crux of conversations that took place over the call to plan the next step, once an issue is resolved. But many times, a lot of updates get skipped, or the conversation’s essence is missed.
Auto disposition and description mapping in 360 CTI helps to dispose of and describe calls automatically after the call. It also helps with customers’ sentiment analysis and live transcriptions, which further helps to plan the next step better and precisely.
Consider an example in which a customer calls to make a complaint related to a billing issue but gets into the technical support queue. On top of that, there are multiple call transfers that aggravate the situation further.
The 360 CTI IVR makes sure that the first time a customer calls the IVR leads them to the appropriate department. The Advanced Call Forwarding sends the call to the most suitable agent. In case no one is available, the call is routed to the next best agent so that no call is lost and customers do not have to wait longer.
One important aspect to improve the quality of service is to improve it in real time. And for that, you should have the capabilities to intervene or coach during calls. Teachers like call barging, monitoring, and whispering, managers can discreetly listen to ongoing call conversations, and when needed, they can also guide the agents without letting callers know to ensure quality and satisfactory conversations
This doesn’t just help resolve complex calls—it builds a stronger, better-trained team.
A customer gets off a call expecting a follow-up email or callback—only to never hear back. It’s a common scenario when post-call actions depend on memory or manual task creation.
360 CTI solves this by letting users log pending tasks with due dates right after the call. These tasks show up in Salesforce, linked to the exact contact or case—ensuring reps don’t miss a beat, and customers aren’t left hanging.
When customers are satisfied with your services, they more tend to trust your brand and purchase repeatedly. And with an advanced and reliable calling solution, you can: easily experience
Retention rises:
Quick responses, relevant interactions, and speedy resolutions are some aspects of quality service. When service teams can deliver these, customers feel delighted. According to Zendesk, 70% of users decide based on the quality of customer service they receive. When interactions hold meaning and quality, customers are not satisfied, but they tend to return. This is what 360 CTI helps you to achieve.
Better Efficiency:
When call handling is automated, calls are intelligently routed, and summaries are created without manual input, service teams spend less time on repetitive tasks. With 360 CTI, teams do not have to compromise on conversation quality in order to manage a large volume of calls. As a result, they can do more in less time.
Customer trust grows:
Every interaction gives you a chance to make or break trust. Using the assistance of AI-enhanced transcripts and sentiment analysis in 360 CTI, users can make conversations more personalized and to the point. Such consistency in tone and attention also causes customers to feel they have been understood, and as a result, your brand image is reinforced, and churn is minimized over time.
Finally, quality service is not about fixing problems but about letting customers know that they are important at every customer touchpoint.
Scaling high-quality service is not an option anymore; it’s a necessity. The fast-paced world has made customers wish to have prompt answers, personalized interactions, and consistent follow-ups. If you fail to deliver, it can not only cost you a loss of opportunity, but it can also hurt brand perception and customer loyalty.
360 CTI provides your service departments with smart tools designed to meet new-age customer requirements. With smart calling, call coaching, and real-time insights, automated follow-ups and routing, it helps your agents do less admin work and more of what really matters, which is solving problems and building relationships.
By using 360 CTI, service is faster, precise, and resonant- making it a service experience that customers do not forget (and will repeat).
Deliver services to your customers that create a lasting impression and encourage repeat purchases.
Book a demo with our experts and see how we are making this possible.
Think about your last sales call. Perhaps you had been switching CRM tabs, taking notes, and attempting to actually listen…
Great products don’t close deals—great lead management does. In the current sales environment, leads arrive at high velocity from numerous…
Service does not solely mean to answer a call, but rather to answer a call in the right way. In…
