Siloed Applications Slowing Down Your Agents? Break them!

Have you ever received conflicting answers when multiple agents are assisting you on the same issue?
Do your agents spend most of their time going back and forth between departments to get the information they need?

If yes, then your contact center departments are operating in silos that not only cause significant IT headaches but also hamper customer experiences (CX).

Let’s understand this with the help of two scenarios.

Siloed Communications

Alice and Bob are two customer service agents working for an e-commerce company that uses a ticketing system and Customer Relationship Management (CRM) software. Alice works in the customer support team handling order-related tickets, while Bob focuses on customer inquiries and complaints. These applications, however, do not communicate with each other, causing agents to manually search for customer information, leading to delays in resolutions and resulting in a disjointed and inefficient customer experience.

Sarah, a customer, submits a ticket regarding a missing item in her order. When Alice receives the ticket, she begins to investigate but does not have access to Sarah’s order history and previous customer interactions. She has to scourge the CRM manually or contact another agent for Sarah’s details, a process that takes time and causes delays. This is a cause of concern for many customers like Sarah, who wishes for prompt customer service.

Integrated Experience

Recognizing the inefficiencies caused by siloed applications, the e-commerce company decided to implement a unified customer service platform that integrates CRM and ticketing functionalities. In the new setup, when Alice (the agent) receives a customer ticket, she can view the customer’s complete order history and customer profile directly within the ticketing interface. This allows Alice to understand the issue and provide personalized support quickly.

The outcome of integrating various contact center applications is an effortless collaboration between agents. Since they are allowed to use the full resources of the business to support customers, delivering exceptional customer service becomes easy. Fewer applications cut down on agents’ training time, messy workarounds, and additional costs for internal collaboration.

Wrap up

Siloed applications can hinder the productivity of contact center agents and lead to frustrating experiences for customers. By adopting an integrated ticketing solution like NovelVox, companies can streamline their support processes and provide a better customer experience.

The integration of business systems and applications enables agents to access relevant information in a prompt manner, leading to quicker issue resolutions and enhanced customer satisfaction. An integrated ticketing system, thus, eliminates the barriers between different support actions, fosters customer loyalty, and drives business success.