First impressions are like cement, hard to change once set. Operators, front desk assistants, and receptionists are the front door to a business and how they greet, and handle customers will significantly affect the ensuing customer experience. As telephony is often the first point of contact, a poor call experience leaves a bad first impression that can be detrimental to a company’s image. Customers whose calls aren’t answered, get dropped in transfer or are wrongly connected will quickly get frustrated and may wander off to the competition. Fortunately, such scenarios can easily be avoided by empowering frontline callers with the right tools.
Telephony is an incredibly important but often neglected aspect of customer experience. It doesn’t sound as sexy as buzzword trends such as ’Artificial Intelligence’ or ’machine learning’, but it is a necessity many businesses still struggle with. And it is a problem for which we have solutions. Moving to Microsoft Teams Cloud Voice and leaving older-generation PBX systems behind can be a simple and cost-effective way to digitize a business.
With the launch of our newest Nimbus product, the Luware Attendant Console, we are adding a crucial part to Teams Cloud Voice and making it possible for companies to migrate their telephony to Teams. It is the first Attendant Console that is truly natively integrated into Microsoft Teams, which means minimal IT infrastructure, reduced complexity, and a flexible set-up. The Attendant Console empowers receptionists and operators with the right tools so they leave a great first impression. Simultaneously, processes are optimized for receptionists and operators, making them happier employees. Below, we have listed 5 ways in which the Luware Attendant Console improves employee and customer experience.
A happy customer is a loyal customer. Customers have high expectations and expect personalized messages across their customer journey. They want to be listened to and wish to have their problems resolved quickly. The Luware Attendant console improves the quality of every interaction by empowering frontline callers with the right tools.
Great customer experience starts with great employee experience. Attendants will come across as friendlier and more competent if they are equipped with tools tailored to their needs.
The Attendant Console provides users with the necessary context information, which empowers receptionists and attendants to make good decisions. Customers benefit from a personalized experience.
With a simple and intuitive user interface, the Luware Attendant Console fosters transparency and eliminates irrelevant data. This makes workflows cleaner and more efficient and allows attendants to focus on what is truly important – handling and transferring calls. Users are empowered with an easy-to-use tool and customers receive a smooth call experience.
In an everchanging world, adaptation is imperative. Businesses need to respond to changing markets and customer demands. The Luware Attendant Console’s being natively integrated into Teams and a SaaS model is perfectly equipped to offer this.
Making a good first impression that gains loyal customers comes down to exceptional user experience. Such services can only be delivered if employees have user-friendly and highly functional tools at their disposal. Do you want to migrate your telephony fully to Teams to empower your front-line workers, receptionists, and attendants? Discover our brand-new, truly native Attendant Console for Teams.