The customer experience has evolved to be the main focus for businesses, as consumer expectations now centre around personalisation and convenience.
To ensure high customer retention levels businesses must now look at new and improved ways to serve their clients through not just voice, but email, text, Twitter, Facebook, web chat, chatbots, video and instant messaging.
These feature-rich contact centres no longer cost as much as a house. Cloud Contact Centres (aka contact centre as a service solution or “CCaaS”) use the latest most up to date technology. Cloud Contact Centres enable businesses of any size, to leverage all the latest customer service technology, without worrying about the huge IT investments associated with legacy on-premise call centres.
Let your customers contact you in the most convenient medium that suits them, using the latest up to date cloud contact centre solution on a subscription model, from as little as the daily cost of a Starbucks coffee. Cranberry offer contact centre solutions from Gartner magic quadrant leader in CCaaS 8x8 Contact Centres and UCaaS leaders Mitel Contact Centres.
49% of ALL interactions now via Web chat, Facebook, Twitter, Text or Email
23% cheaper via digital channel interaction compared to phone call
Transform customer journeys into omnichannel experiences. Those experiences empower customers to engage with you on their terms while optimising your workforce.
Start with a kickoff meeting to bring together key stakeholders within Cranberry and you the customer. Identify scope, key requirements, risks, gaps, and timeline. Establish the project team.
Gather detailed requirements, perform a thorough network assessment, identify all customer interaction and call flows, prepare number porting documentation, and provide the system design required to meet your organization’s unique needs including:
System Setup and Number Porting
Build and configure:
Testing: Ensure systems and scripts are performing as expected
Validation: Identify and correct unexpected behaviour in various error conditions
Seamless transition to technical support team and regular review sessions within the first 6 months.