Lean and Efficient Communication with Unified Communications: Here is how it works!

3. July 2018

Why is lean communication so important? Because the goal of a modern communication system should always be to help companies avoid wasting resources and to pursue communication that is lower in frequency but higher in quality. We live in an age of unprecedented communication tools and capabilities—from landlines to mobile phones, email to social media, fax to public messenger services. In addition to these communication channels, there are also company-owned CRMs, ticket systems, chat functions, blogs and forums. However, too much communication leads to a waste of time and a loss of efficiency.

Let's take a look at a few of the negative types of resource waste that complicate the lives of both employees and customers without bringing added value:

  • Delay: Customers have to wait to receive support.
  • Redundancy: Customers have to enter the same data multiple times.
  • Superfluous shifts: Customers are put on hold multiple times.
  • Unclear communication: Resources are wasted in the processing of queries.
  • Faulty inventory: Goods are sold out or wrongly delivered.
  • Missed opportunities in customer loyalty or customer acquisition: Failure to build a customer relationship.
  • Error in service execution
  • Error in service quality

Thus, the goal of an efficient communication system is to provide tools to decisively counteract these types of resource waste.

The problems mentioned above can be solved with a PBX/UC system with the following capabilities:

  • Easy access: Support for new media such as live chat and web calls, allowing customers to easily connect with employees.
  • Integration: Works together with a CRM/ticketing system and offers access to the team and the customer’s social media in order to stimulate a positive customer experience or provide support for home/automation emergency solutions through easy handling.
  • Automation: Performs repeated operations (for example, automatic configuration of the device, automatic bypassing of the firewall, automatic access, automatic connection of incoming calls to a ticket or queuing).
  • Analysis: Determines the quality of the communication, identifies any bottlenecks and any sources of resource waste (for example, an excessive number of customer service calls due to a product failure).
  • Documentation: keeps a record of important information, such as calls, chat logs, and call data, for later assessment.

Once a company has a system that is capable of performing all these operations, the process of communication optimization can truly begin.

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