When and Why You Should Switch to a Cloud Contact Centre Solution (& What to Avoid)
The pandemic forced companies to move to a cloud communication solution to ensure business continuity. While many businesses made the switch easily, some are still finding it difficult to let go of their existing investments in on-prem PBX solutions. The question they ask themselves is...
3 Problems in your Sales Process that Cause Lead Leakage (& the solution)
Today, both customer-facing teams and field staff need to convert leads remotely. Facilitating this can be difficult due to various reasons. In this blog post, we’ll discuss the top three challenges faced by sales teams and explore solutions for them. 1.  Delay in first contact ...
The Beginner’s Guide To Leveraging CPaaS (Communications Platform as a Service)
Business communication is evolving. Customers have a range of preferences, and businesses are listening. They are supplementing existing channels like email with automated, new-age channels like chatbots. To offer better personalisation even if customers shifted across channels, businesses need an integrated communication stack. However, setting...
Promotional vs Transactional SMS: Everything You Need To Know To Get Started
Short message service (SMS) is the most feasible channel that enables your customer communication to be direct, simple, and actionable. It offers great results too - Gartner finds SMS trigger open rates of at least 98% and response rates of 45%. It quite beats what...
8 Reasons Why You Should Integrate Exotel with Freshdesk
When Tickets Marry Calls Support teams often find it challenging to juggle between Freshdesk & Exotel applications while attending customer calls or addressing tickets. They continuously need to switch between the two interfaces to make calls and refer to customer data. There is also a...
What is a virtual number? How can it help your business in 2021
A primer on how it works, how it can help your business, and how to get one in 2021. The cloud market grew over 6.3% in 2020 to a total size of nearly USD 258 billion, finds Gartner. Especially in response to the pressures of...
8 Benefits of Adopting Cloud Telephony Beyond Enabling Remote Work
Since March 2020, businesses have rapidly adopted cloud telephony to enable remote work. When customer-facing teams can no longer come to the office, organisations needed a solution that can enable them to receive calls on their mobile devices at home — securely and efficiently. Cloud...
6 B2B sales trends to look out for in 2021
It’s impossible to talk about 2021 without acknowledging how transformative 2020 was. Businesses were challenged in many ways. And in the process of facing those challenges, they found new ways of operating. It turns out, they’re doing pretty well. A recent study shows that 64%...
6 Business Communication Trends That Will Emerge in 2021
Is your business leveraging the latest trends in customer communication? In today’s digital world, the way people communicate, and the channels that they prefer keep changing continuously. Thus, it is important to stay abreast of these changes so that you can leverage them instead of...
15 Call Centre Metrics & KPIs to Measure your Call Centre’s Performance
Businesses across industries are focusing more and more on improving customer experience and building a loyal customer base. As a matter of fact, 96% of customers say customer service is important in their choice of loyalty to a brand(Source). Brands are constantly making changes to...
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