Bolster operational continuity with CWA

Mar 20, 2020

3 minutes

We’re all aware of the world’s current precarious situation. With breaking news updates, stock market alerts, and alarming public health announcements, there is a lot to manage for enterprise leaders. Our new reality has changed everything for businesses – from employees now working completely from home to an increase in customer support calls.

Many business leaders need to quickly adjust their communication strategy to keep up with this rapidly changing situation, while also contemplating how to maintain the same level of customer support and productivity among their employees who may directly or indirectly be affected by the current situation.

Communication workflow automation (CWA) capabilities help ease the strain on resources with automation while outbound omnichannel notifications help keep employees and customers in the loop. CWA enables entire organizations to communicate and collaborate effectively while minimizing risks to health and safety.

Stay cool under customer demand

In our current situation, it’s likely to see customer support agents overwhelmed by the increase in call volume or maintaining the same level of service with decreased staffing resources. With so many callers looking for the same information companies run the risk of delivering a less than optimal customer experience for people waiting in a call queue to take care of time-sensitive issues.

By adding solutions like automated workflows, self-service channels, and chatbots, businesses can maintain a high level of customer support. Your team can set up a flow to automatically collect customer information without them ever speaking to an agent.

Streamline processes with call automation by offering self-service options on the channel of their choice for things like account balances, bill payment, or product information. Build a chatbot to address easier questions. Or, swiftly get customers on to an agent who can handle more complex inquiries.

Proactively notify customers who opt-in for text notifications about the actions you’re taking to keep them safe or changes in operations, like how your company might be offering curbside pick-up. Automation and self-service features are modernizing the way we communicate and transforming how businesses interact with their audience – be it voice, SMS, Meta Messenger, or WhatsApp. While customers may be practicing social distancing, that doesn’t mean you can’t stay connected and continue providing excellent service.

Maintain operational continuity

Whether it’s a pandemic, hurricanes, or other events, maintaining business continuity in a crisis is critical to any company’s success. While many companies may have limited or no business continuity plans in place, a communication application offers an innovative, flexible, and scalable solution for unforeseen situations that can be set up today and customized or adjusted from different locations when disaster strikes.

It’s important to proactively communicate and keep your remote employees and customers in the loop. Automate notifications by setting up a campaign to share the latest, most accurate information with just a few swipes and clicks.

Keep your employees informed of policy changes or send a motivational note via automated messages. Provide any isolated employees the opportunity to perform offline work and to participate in online training to limit productivity loss. By adding self-service options and automated workflows you can eliminate manual processes and start connecting with your employees on channels they know and trust.

Add CWA to excel past the competition

We recognize this ever-changing work environment brings new challenges, such as keeping customers engaged, managing remote employees, and ensuring productivity. IntelePeer’s communication platform as a service is here to lend a hand with a full suite of communication tools.

  • Engage sets up outbound notification campaigns
  • SmartFlows automates communication workflows
  • Insights records call volume and usage to help better manage resources

Our Platform was built for enterprise users, technical or non-technical, so it’s easy to get started but we’re here to help you with whatever you need. We have a dedicated team of solution engineers and Managed Service professionals who can help design these automated and self-service options along with pre-built templates to get up and running even faster.

Knowledge is power.

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