Improve your Customer Service with VoIP

Customer Service, a strategic driver of corporate growth, must deal with high demands in terms of its handling of calls. With its digitalized telephony solutions and performance applications, Kavkom offers an ambitious response for Customer Service departments looking to evolve.

Business telephony in service of the customer

For the customer service departments of businesses, the telephone, a vector for expressing emotions and confidence, remains the indispensable communication tool for achieving their goals. Whether they are focused on pre-sale activities – advice and guidance before purchasing a product – or post-sale activities – support and assistance, Customer Service plays a crucial role in its relationship with its customers. Customer Service representatives are the voice of the company; they are the ones who listen, inform, advise, reassure, handle, solve problems and impact the degree of customer satisfaction, their loyalty rate, and, ultimately, the volume of customer purchases. Therefore, their telephony tools must be as efficient as those of your sales department.

Customer Service needs in terms of telephony

The customer service of any company – small, medium or large – needs:

To be responsive, able to respond immediately to customer calls

Your agents need only an Internet connection to handle customer calls.

Phone System with IPBX VOIP technology

Access to the Phone System from an interface accessible via simple internet connection

Virtual switchboard ensuring the smooth routing of incoming calls: two-way calls, on-hold calls…

Connected to the Telephone, Softphone, Webphone and even Smartphone

To offer a telephone reception exemplary of the company, able to direct the customer to the right department

Customer calls, distributed according to a chosen configuration, never go unanswered

Interactive Voice Server for customer interaction and redirection of the customer to the right department

Customized voice messages and on-hold music

Creation of customized messages, with company-specific tones, by the Kavkom studio.

Notification of calls on the interface or by email, message storage, call forwarding

To offer support as close as possible to the customer, in the language and normal hours of the given geographical area

In just a few clicks, assign your customer service department a local number in the countries of your choice

International Virtual Numbers in over 40 countries

Assign numbers to “geographic” call groups

Set up call groups according to time zone, operator language…

Record voice messages in the required language on the Interactive Voice Server

To register customer and call handling information

Your operators can access customer information in realtime for a more satisfying service

Automatic display of files at the time of the call

Access to customer information on the interface linked to Hybrid CRM

Realtime editing of forms – customer information and call comments

Customer relations management thanks to the CRM (Notifications, Messages, Agenda)

To ensure continuity of file processing between operators in different departments

All of your teams’ operators have access to customer information and tools to facilitate their collaboration

Instant access to all customer files: notes, comments and recordings

Editing of customer information on the CRM using modules, fields, customizable tags

Call transfers, conference calls between several collaborators, messaging

Scheduling of file follow-up tasks in the Agenda and their Assignment to collaborators

To have the capacity manage large volumes of calls, build loyalty and upsell

Customer Service enjoys tools that improve customer satisfaction, build loyalty and upsell

Predictive Dialer: predictive dialing software to contact a maximum number of customers

Detection and avoidance of answering machines, wrong numbers, faxes… to reduce downtime

Customizable sales pitches, according to the services and skills of the operators

Access to comprehensive call statistics and conversion measurement tools

To support the progress of support teams through supervision and training

Managers have mechanisms to support the progress of Customer Service representatives

Cloud-based recording and storage of conversations and call data

Devices for monitoring and eavesdropping on conversations

Statistics and data relative to the processing of files

Realtime intervention of the supervisor in a customer - operator conversation

Kavkom telephony tools in service of your Customer Service

Kavkom’s business telephony tools respond to the specific needs of Customer Service departments and even exceed their expectations thanks to the development of extremely practical features.