From banks and government agencies to healthcare insurance companies, brands operating across a wide range of verticals share a common challenge; a bad customer experience can reduce trust in the brand and negatively impact contact center workforce productivity.
The omnichannel experience is something you can never risk skimping on as a modern enterprise that wants to engage with customers and citizens via voice, web, email, text, and social. Taking advantage of this complex web of end-user touchpoints calls for better understanding of customer communications.
And this doesn’t come as a surprise considering different age demographics have different expectations and habits that need to be factored into any customer engagement strategy. Having said that, here are a few hacks to help you choose the best branded calling solution for your enterprise.
Be Specific
You must be specific of your needs to ensure you’re getting the most out of the branded call feature with the highest ROI. Remember, branding is not a one-size-fits-all solution. That’s why any service provider you decide to partner with must be adaptable to suit your unique needs and the scope of the issue at hand.
Solution Reach and Capabilities
The trick thing to go about here is how new this tech is and what impact the reach has across devices and networks. No wonder you should always take it upon yourself to ask for evidence before signing on the dotted line. Take this as the opportune time to know which carrier network the solution provider has direct relationship with.
Your search doesn’t end at that since you should also find out which branded calling capabilities, they can push to which consumer devices. Not to mention the available limitations, restrictions, or incompatibilities that would cause branding to only be conditionally displayed across carriers, apps, devices, or platforms.
Rounding Up
We understand it can be quite difficult and time-consuming to search for the right solution partner to leverage and know the ideal questions to ask right away. Nevertheless, that’s not to mean you should count on the first service provider merely the claim to have the branded call feature you desperately need.
Instead, take it upon yourself to do your homework and find answers to some of your burning questions. Keep in mind the right solution for you is out there, so don’t be shy about shopping for it.
