Posts Tagged ‘customer trust’

Sun Finance Chose VCC Live® to Fuel Their Operations in Europe

Posted on: May 3rd, 2019 by dorarapcsak No Comments

We’re delighted to announce that Sun Finance chose VCC Live® to fuel their 250-operator consumer lending operations in Europe.

Sun Finance is a fast-growing online consumer lending company with headquarters in Riga, Latvia, and several offices around the world. The company uses the latest technology solutions in order to stay on top of the competition, allowing them to ensure instant consumer identification and scoring.

As such, Sun Finance needed an innovative solution that was able to live up to their expectations, while also allowing them to offer exceptional support to their customers. In particular, the company was looking for call center software that could provide an all-in-one multichannel solution that was flexible and easy to scale up. And this is where VCC Live®, with all its advanced features, came into play.

As Sun Finance operates offices in several countries around the world, having unified communication with their customers on a single platform is of utmost importance to them. A major advantage of VCC Live®’s system is that all features required are available in an all-in-one solution. Therefore, agents at Sun Finance don’t need to spend their time setting up several systems and navigating around them. Instead, they are able to access everything they need by simply using VCC Live®’s all-in-one solution.

In addition, the company needs to leverage several channels in order to be able to reach their customers on their preferred channel. VCC Live®’s multichannel solution gives them the perfect opportunity to interact with their customers across a wide range of channels, including phone, email, SMS, chat and social media.

And as one of the fastest-growing online consumer lending companies operating on four continents, Sun Finance was looking for a solution that is not only flexible but also easy to up-scale. VCC Live®’s system is customizable based on unique customer needs, offering Sun Finance a high level of flexibility and scalability.

Dániel Severa, Customer Success Manager at VCC Live®, said: “We are constantly looking to explore international markets. We are delighted to be able to provide Sun Finance with our solution and we are proud that they will be using our solution in all of their offices in Europe. We’re looking forward to a fruitful partnership with them.

About Sun Finance:

Sun Finance is the fastest-growing online consumer lending company in Europe, utilizing the latest technologies to achieve excellence in their projects. With headquarters in Riga, Latvia, and offices in 4 continents, the company offers a fintech-friendly environment, a high-quality legal setup, as well as an extensive labour market of experienced online consumer lending, data science and IT professionals.

What Customers Value Most in Their Experience

Posted on: January 25th, 2019 by dorarapcsak No Comments

What do customers really want? As customer demands are constantly changing, it’s no small feat for business to meet their ever-increasing expectations.

And when it comes to customer demands, one thing is certain: customer experience is everything. In fact, 43% of customers say that they would pay a premium for better experience.

In this article, we’ve collected what customers value most during a customer journey. Read on and get to know your customers better!

Convenience and Speed

Convenience comes high on the list of what customers want: in fact, if your product and services are not convenient enough, customers will likely leave you for the competition.

Also, these days, customers use several channels to reach out to a business, so make sure to connect with them on their preferred channel. Don’t forget, however, that being available on several channels doesn’t make any sense if you cannot ensure that the quality of customer communication is the same for all the channels you use.

An easily reachable customer service line is also an essential part of convenient customer experience. Putting your customers on-hold for too long, on the contrary, will make them frustrated in no time, and again, encourage them to leave your business.

In addition, if you really want to go the extra mile, ensure your customer service is available during flexible hours as well and make sure your customers do not experience any language barriers when talking to your agents.

Efficiency

Time is money in our over-accelerated world. So, of course, customers do not want to spend their valuable time waiting for a business to resolve their issues. It’s thus not surprising at all that efficiency is of the utmost importance for customers when dealing with a business.

Luckily, year after year, better and better technology solutions enter the market, allowing companies to maximize the efficiency of their customer service.

Amongst other things, powerful call center software features, such as real-time analytics, call center scripts, and call recording can definitely help you increase the efficiency of your team.

Real-time statistics and data analytics will help you offer personalized customer service while also allowing you to monitor and evaluate your team’s performance in real-time. Also, a well-crafted call center script will allow your agents to guide customers through a conversation. And luckily, it is now possible to record calls for training purposes, so you can just check previous calls and offer feedback to your agents based on their performance.

Furthermore, customers these days are increasingly looking to solve their problems themselves rather than contact customer service departments. Therefore, if you want to please your customers and increase your team’s efficiency, make sure to utilize self-service options and allow customers to sort out their simple queries themselves.

Friendly Customer Service

Although automatization is definitely on the rise, it seems customers still require the human element when reaching out to a company. According to a report carried out by PwC, 71% of American customers would rather interact with a human than a chatbot. The result clearly indicates that having friendly call center agents available is critical to any business.

Of course, it doesn’t mean that chatbots should not be used by call centers, considering they offer the perfect solution to take care of repetitive and simple customer issues. But customers should always be able to talk to a live agent.

Speaking of live agents, once customers are directed to a customer service agent, they expect a highly customer-centric and personalized experience. So, gone are the days when companies can afford to mistreat their customers.

Also, don’t forget that customers today are ready to share their negative experiences via social media, which, of course, can seriously hurt your business’ reputation. Therefore, make ‘customer-centric service’ your call center’s slogan. And what better way to ensure a friendly agent attitude than investing in your employees?

Again, you can leverage technology and empower your agents with the right tools to provide the possible best customer experience. Furthermore, a thorough induction period and systematic training sessions will definitely allow your agents to acquire proper product knowledge.

Last but not least, make sure to value your employees and keep morale high in your agent team, as they are the ones who drive customer experience.

As you can see, customers value most companies that are convenient and enjoyable to do business with. Make sure to provide your customers with the experience they truly want and leave your competition in the dust!

5 Ways Your Call Center Agents Can Build Customer Trust

Posted on: January 16th, 2019 by dorarapcsak No Comments

In our increasingly-accelerated business environment, your competitors are probably at this very moment trying to win over your business from you.

You may think your customers will always be loyal to your products or services, but I’m afraid I have to burst your bubble: with more and more products and services being launched every day, customers these days easily change brands at the drop of a hat. That is, of course, unless you can make them stay by working on your customer trust!

And as it is your call center agents who communicate the most with your customers, it is they who are thus best positioned to build customer trust. In this article, I’ve collected a few tips on how your agents can build trust with customers. Read on and empower your team with these great tactics!

Show empathy

Agents often talk to angry customers on the phone, trying in vain to calm them down. Needless to say, it’s not possible to build trust with angry customers!

Of course, the last thing call center agents want to do is to deal with angry customers. And this is where empathy can make all the difference. Instead of adopting “we apologize for the inconvenience”-type phrases, encourage your agents to put themselves in their customers’ shoes and reassure them that they know what they are going through.

By conveying meaningful empathy, your agents will be able to build trust with customers by showing them that they actually care for them. Check out our previous article on how you can teach empathy to your agent team!

Listen actively

Call center agents often find themselves talking to customers who struggle to communicate their issues. In such cases, agents have no other choice but to rely on active listening skills, trying to figure out what customers really want to say, and what their problems really are.

Encouraging active listening quickly pays off when it comes to customer service.  It can help agents create connections, handle difficult customers and even uncover up/cross selling opportunities.

For example, using phrases such as “I understand” reassures customers that they are listening to them and paying attention to their issues. In addition, active listening skills help agents read between the lines and even offer up/cross selling opportunities based on customers’ needs.

Stay positive

There’s no question, customer service is the lifeblood of business. In fact, it is customer service agents who more than often represent brands, as they are the ones who communicate the most with customers.

So, if you want your customers to have a positive picture of your business, make sure your agents always stay positive during customer interactions, even during problematic situations.

As mentioned above, try and encourage your agents to put themselves in your customers’ shoes and react to their issues in a positive manner. In fact, a positive attitude will always help agents build trust with customers.

Of course, there are those customers who can be very hard or almost impossible to deal with, and sometimes it can be more than your agents can handle to stay in the frontline when confronted with phone rage. So, if you see one of your team getting close to having a meltdown, encourage them to take a short break to blow off steam.

Rely on knowledge

Sure, acquiring soft skills is essential in order to communicate effectively with customers. However, without proper knowledge, it won’t be enough. There’s no point in being empathetic, positive and a good listener if your agents don’t have the knowledge required to effectively solve customers’ issues.

In fact, there’s no better way to build trust in a customer than solving their problems effectively. In fact, assigning unprepared agents to answer calls does more harm than good.

Therefore, always make sure to allocate enough time for your agents to acquire the knowledge they need in order to best serve your customers.

Build rapport

We have already talked about the importance of personalized customer service in order to build customer trust. One thing is certain, the customer care industry is growing rapidly, and personalized customer service has become an important factor in this growth.

Of course, personalized customer service starts with agents building rapport. For example, agents should greet customers by their name and speak to customers with respect at all times.

Furthermore, technology such as data analytics allows you to better understand your customers’ behaviors and needs, and thus make your customer service more personalized. For example, encouraging your agents to make customers aware that they are familiar with their previous interactions and purchasing history is a great way of developing rapport, and thus building customer trust.

Ensuring customers trust your brand can literally make or break your business. Make sure you put our tips into action and make sure your agents focus on increasing customer trust!