WHAT EVERY BUSINESS NEEDS TO CONSIDER
FOR AMAZING CUSTOMER SERVICE

What Every Business Needs to Consider for Amazing Customer Service2No matter what size your organization is or what you
do, customer expectations are changing –rapidly andconstantly–and you need to keep up. Whether you
have a large-scale customer service operation or afew people taking customer calls, seamless cloudcustomer service solutions exist that make it easy
for your organization to deliver amazing customer
experiences while helping you maximize individualand team performance.
Read on to learn what you need to consider fordelivering amazing customer service, and how theright solution gets the job done.

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What Every Business Needs to Consider for Amazing Customer Service3Customer service is more than just voice

Not too long ago, there were two primary modes of communication for customer
service: phone and fax. Today, the list is endless: voice, live chat, email, SMS, social
media. Customers are also increasingly looking to serve themselves without any humanintervention using voice, knowledge base articles, forum/message boards, and automatedchat (which is easier than ever with simple app integration). Then there are the manydifferent devices customers use to engage over these channels: smartphone, tablet,
desktop, smartwatch, and voice-activated devices like Amazon Alexa and Siri from Apple.
You have to make it effortless for customers to connect with your organization acrossall communication channels and devices - both voice and digital - without confusion orcomplexity.
Customers shouldn’t have to resort to a phone call because digital engagement isn’t
designed for the job. If your organization is having difficulties serving customers across allchannels and devices, here’s what you’ll gain by putting the right tools in place:• Increased customer loyalty with the ability to create fully integrated communications
across different channels and devices. Enable seamless interactions, customer-toemployee handoffs, and data that helps everyone work faster and smarter with moresatisfaction.
• More authentic human connections by tapping into the power of skills or attributerouting to match incoming customer inquiries with the right employees.

• Increased customer convenience and employee efficiency with the ability to offer
powerful, AI-based self-service options–all with the human touch that keeps everyone
connected.

Ever-evolving cloud customer service technology has brought new ways for customers toengage. It’s no longer about just service – it’s about experiences.

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What Every Business Needs to Consider for Amazing Customer Service

Give employees and supervisors the tools they needto improve customer satisfaction, productivity,and customer loyaltyYour employees need the right tools to effortlessly assist customers as they reach out
across voice and digital communication channels and devices. With disruptions that canhappen at any time, these tools must be seamless and accessible wherever employees
happen to be located: on-site, at home, or anywhere else. Regardless of your employees’
location, your customer experience must always be the same.

This also applies to supervisors, who need the right tools to manage and drive employee
productivity and performance. Many lack the visibility they once had into their employees’
work patterns (who is on a call, who has a free minute to connect), making it difficult
to find moments to engage and improve performance. As a supervisor, you must doeverything you can to keep your employees and customer service center operating
at peak performance, consistently delivering the customer experience critical to yourorganization’s success.

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4Here’s what you’ll gain by putting the right tools in place:• Increased employee efficiency, satisfaction, and retention by providing aconsolidated, simplified desktop view of everything they need across voice anddigital channels, available in-office and remotely using a web browser. Connect yourCRM application to get the best of both worlds.
• More fully engaged, high-performing, brand-advocating employees who deliver
memorable customer experiences. This is accomplished with integrated workforce
engagement tools that provide supervisors with capabilities like live monitoring,quality monitoring, and performance management dashboards.

• Higher customer satisfaction and increased employee performance with the ability toanticipate needs and proactively engage using Artificial Intelligence (AI). This includes
real-time on-screen prompts, proactive workflow actions, and enhanced industry
compliance based on spoken words or phrases.
• Higher output (and customer interaction excellence) using quality management
and advanced scoreboards to track, manage, and improve individual and teamperformance - with gamification, coaching, and eLearning.

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What Every Business Needs to Consider for Amazing Customer Service5

Give employees access to subject matter experts
throughout your organization, wherever they
happen to be

What’s the value for customers purchasing a product or service at the click of a button
on a website or mobile app if the parts of the business responsible for delivering that
product or service aren’t moving at the same speed? Or when the product arrives broken?
Or if the customer doesn’t know how to use it? It’s no longer good enough to just findthe next available person to assist a customer. You need to place customers with thebest resource within your organization - whoever that happens to be, wherever they arelocated. Whether you have 10, 100 or 10,000+ people in your organization, everyone must
be made accessible to seamlessly come together and solve problems collectively. Consider
a distributor, for example: customer service employees who take orders over the phone ordigitally need to be able to easily connect with employees who work in the warehouse foranswers related to inventory and part information. In a situation where things get complex
or emotional, customers want to talk to someone in the organization who can fix theirproblem immediately, regardless of which department they’re in or what their job title is.
If you’re struggling with organizational communication silos, here’s what you’ll gain
by putting the right tools in place:• Ease customer and employee frustration by combining a cloud-based unified
communications solution with your cloud customer service solution. This
combination enables customer service employees to not only find the right
person in the organization to help when needed, but also collaborate in real time
to resolve customer inquiries. Subject matter experts can easily be brought into
customer interactions when needed.

Drive higher first contact resolutions and faster, easier, and more convenient
customer resolutions, while capturing a more holistic view of the customer journeyby aligning office functions with customer service operations.

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What Every Business Needs to Consider for Amazing Customer Service

6Your business needs the right reporting - including
real-time insights - to make sure you’re monitoring andmeasuring the performance of your customer service
operations

You can’t improve what you can’t measure. Whether you have 5, 500 or thousands ofemployees, you need the right reporting to manage customer service operations withease and confidence. You should be able to see what’s happening inside your operations,so you know where and when to modify service processes. You should be able to collectcustomer data, and then turn that data into real-time insights that you can act on to deliver
a better experience for customers and employees - from better resource utilization to fasterinquiry resolution. You should be able to go behind the scenes to monitor the pulse oftrends and activities. If you’re struggling with reporting and real-time insights, here’s what
you’ll get by putting the right tools in place:• Anticipate customer needs and create new competitive advantages by enabling a360-degree view of your customers’ entire journey.

• Speed up your customer service and build deeper connections with smarter routing
capabilities. Match the customer to the best agent – right away – based on their preferredlanguage, desired task, their situation, and more.
• Enable employees to act more intuitively with AI-powered on-screen guidance thathelps them make better decisions in real-time based on words and phrases spoken bycustomers.

The right cloud customer service solution provides the deep insight you need across yourbusiness to make necessary adjustments and see the best possible results.

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www.avaya.com

Create Experiences that Matter

Every customer service interaction is a make-or-break opportunity for your organization. As channel options continue to expand along withcustomer expectations, your organization needs the right cloud customer service solution to create experiences that matter for everyone: yourcustomers, your employees, and your supervisorsand managers.
Learn about Avaya Experience Platform™ today: experience a self-guided tour, videos, and more by visiting www.avaya.com/en/products/
experience-platform.

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About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences aredelivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their mostimportant ​ambitions and ​challenges,​​giving them the freedom to engage their customers and employees
in ways that deliver the greatest business benefits.  
Avaya contact center and communications solutions hepl power immersive, personalized, andunforgettable customer experiences that drive business momentum. With the freedom to choose theirjourney, there’s no limit to the experiences Avaya customers can create.

© 2023 Avaya LLC. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya LLC and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks,trademarks, and service marks, respectively, of Avaya LLC. 09/23 • CC15625EN