Sometimes it might be necessary to create more advanced IVR trees but it might be best to avoid this. Based on this, the call will be routed to the correct department to handle their request after pressing the corresponding number. When a customer calls your support line, a pre-recorded voice line will give them options and ask the customer to press the number which they consider relevant to their inquiry. Call center featuresĬhances are you have already experienced an Interactive voice response feature before. You can also separate them into groups by certain demographics of your choosing. LiveAgent can keep your contacts organized for you, with the ability to add notes to them. This is great for sales teams because they can make direct offers to new people or continue selling to existing customers. That means you can use it to call your prospects, leads, and current customers. LiveAgent can double as an outbound call center. Outbound call centers are primarily used by the sales team to offer products to new prospects or existing customers, so it’s used for both cold calling and warm calling. Agents stationed at an outbound call center primarily make calls instead of receiving them. Outbound call center is the exact opposite of an inbound call center. We’ll talk more about these separate features later in this article. Features such as callback and IVR trees can help you with getting back to your customers and sorting calls to the right departments. At the same time, customers can connect with you via multiple other channels (Email, live chat, social media, or even Viber). It’s great for providing customer support via phone. LiveAgent’s inbound call center can be used to handle large numbers of calls incoming from customers. A business ready to help their customers should be ready to receive and handle calls in an efficient and satisfactory manner. This is not true, there are still many customers even amongst younger generations that prefer to call a business rather than send an email or start a live chat.
You might think that in the world full of texting, calling might be slowly dying out.