Choosing a Customer Service System: What Every Company Should Consider 

Customer service automation is an area in which forward-thinking entrepreneurs invest. This is done to improve the quality of customer service while increasing the efficiency of the organization. Dedicated contact center systems help in supporting the daily work of consultants. Choosing such a tool should be preceded by a thorough analysis. Find out what to consider when selecting customer service software. 

Key Aspects to Consider When Selecting an Automated Customer Service System 

Every company has slightly different needs and business specifics. This means that a contact center system should be tailored directly to the organization. The selection should be preceded by a detailed analysis, including customer needs, preferred communication channels, and the challenges the company faces daily. We’ve gathered the key factors worth considering in this process and described them in a few sentences. After analyzing them, you’ll be better equipped to choose the right contact center software. 

Understanding Your Customers’ Needs 

Customer expectations change year by year, influenced by factors such as increased consumer awareness and a competitive market. Therefore, key strategic decisions in a company should be based on a deep understanding of customer needs. This applies to the implementation of automated customer service systems as well. At this stage, evaluate which channels are most frequently used by customers contacting the service department. Based on this, select software that supports these communication channels. You might find that your company needs not only a Voicebot but also a dedicated Chatbot. Technological solutions that enable contact automation are well-received by customers as they reduce waiting time for a response. 

Level of Personalization in Customer Service Automation 

It’s well known that customers expect personalized service. Whether the contact is via phone or chat, it’s important to choose a system that allows the customization of content and service processes according to individual customer needs. At EasyCall, we offer an AI-based Voicebot as a virtual consultant, as well as the EasyCall Contact Center system for service departments. Both solutions enable advanced interaction personalization, enhancing communication efficiency and positively affecting customer satisfaction. This is possible due to automatic access to customer data such as personal information, purchase history, past inquiries, and preferences. 

Scalability Potential of the Call Center Tool 

Over time, a company’s needs may change. Therefore, it’s worth checking the scalability potential of the chosen tool. This applies to both expanding or reducing the service package in favor of other options. Review providers’ offers thoroughly and select a tool tailored to your current needs while being flexible enough to meet future requirements. This way, you not only meet the company’s present needs but also plan ahead. Scalability should include adding new users or incorporating new functions into the existing subscription plan. 

Integration with Other Systems in the Company 

Consider whether the chosen tool can integrate with the systems already in use at your company. This primarily involves CRM and ERP systems. Integration ensures that information is automatically shared between these tools, saving valuable time and reducing the risk of potential errors in customer service processes. In case of any doubts, it’s essential to check if the tool allows integration with your existing software. 

Easy Implementation and Intuitive System Operation 

Implementing a new system in a company should be straightforward and without significant complications. For this reason, choose programs that are easy to implement and where the provider offers comprehensive support. Additionally, managing and operating the customer service system should be relatively simple. It should be manageable for all employees, including those with less advanced tech skills. Make sure to check whether the interface and system are intuitive or overly complex. 

Technical Support Provided by the Supplier 

Software suppliers offer technical support for businesses, but the scope can vary. Therefore, it’s essential to understand the support included and how it’s delivered before choosing a tool. Ideally, technical service should operate during your office hours and provide a quick response to any issues. Over time, all systems require updates. At this stage, ensure that your package includes automatic updates or whether each one requires an additional fee. 

Access to Analytical Data 

Call center systems offer a variety of features, including data storage. Business owners or managers can generate reports and databases that can be analyzed. Analytical reports and summaries make it easier to manage the company and make key decisions regarding sales or modifying customer service methods. This is key to strengthening your market position and scaling your business. 

Compliance with Current Regulations 

Every software used by companies in Poland must comply with current regulations, including both national laws and international ones, particularly EU legal acts. Before choosing a system, find out if it meets the highest security standards and properly protects the privacy of your customers and employees. We recommend investing in software with advanced security measures. This minimizes the risk of data theft. Conscious customers will appreciate this, as no one wants their data to fall into the wrong hands. 

Price and Payment Model for the System 

Available systems on the market vary not only in terms of functionality but also in price. It’s worth comparing several competing offers. However, remember that price shouldn’t be the only determining factor. For call center software, it’s worth choosing products that meet the highest industry standards and help you improve work efficiency. Only then should you look for a cost-effective solution. Consider not only the cost of implementation and the subscription payment model but also any potential additional costs that may arise over time. Everything should be carefully calculated. 

Dedicated Virtual Consultant for Companies 

At EasyCall, we offer businesses a dedicated virtual advisor in the form of a Voicebot for customer service. This interactive tool is based on artificial intelligence and speech recognition modules. It’s designed to facilitate real-time voice communication with customers. The Voicebot can handle repetitive and basic customer inquiries without human intervention, as it follows a pre-prepared script. It also maintains a consistent standard of communication 24/7. The bot doesn’t have “off” days, ensuring professionalism at all times, which improves customer satisfaction. 

Additionally, it reduces response times. Implementing a Voicebot in customer service helps improve service quality while reducing costs. This is because consultants no longer have to answer the simplest questions and can instead focus on more complex cases when the virtual advisor is unable to handle them. For example, sales representatives can increase the number of contacts with potential customers, thus raising sales conversion rates. 

Discover the Potential of the EasyCC System 

In addition to the Voicebot, we also offer the EasyCall Contact Center system, one of the best programs on the market. This software, with its intuitive interface, is powered by AI. The tool offers various call handling models, queue management, and custom routing for helplines. 

Furthermore, key features available in our customer service system include: 

• Agent management (enhancing control over their work); 
• System availability through API and integration with external tools via Webservices/SOAP; 
• Call queuing; 
• Recording custom voice messages (IVR); 
• Voicemail handling; 
• Multi-level menus; 
• Directing calls to the appropriate consultant (based on date, time, spoken phrase, or selected DTMF code); 
• Generating comprehensive statistics and reports. 

We’ve also developed the dedicated EasyPhone app, making it easier to manage customer service and perform consultant tasks from a phone. 

Modern customer service automation systems positively impact the efficiency of the entire process and optimize associated costs. Moreover, this software improves service quality standards and customer satisfaction, which in turn increases interest in your offer and enhances your company’s image. Want to learn more? Contact our expert, who will guide you through the entire process.