Leveraging Telecom APIs to Boost Omnichannel Customer Connections

Posted on May 24, 2020

Delivering superior customer service is nonnegotiable in today’s climate. As end user’s communication preferences change, enterprises must also change the way they interact with their customers.

Right now, companies around the world are concerned about their operations and are evaluating how to maintain business and avoid incurring long-term damages. Maintaining high levels of customer satisfaction that result in a steady flow of revenue will be an element that helps keep businesses afloat through market and economic hardships.

When assessing the end user preferences that shape global customer service trends, a few expectations rise to the top. For example, end users want personalized, fast, and intuitive interactions. This means that when customers interact with a customer service representative, they want control over how they contact the company. Further, they want the company to have insight into their history (including any past issues) with the brand and they want quick service with one-time contact resolution meaning they don’t want to have to follow up multiple times to make sure the issue they are calling about has been resolved.

Meeting these preferences has resulted in enterprises investing in and building enhanced omnichannel customer experiences. For background, omnichannel customer communication strategies put customers at the center of every interaction, which gives them the control and quality service they are expecting from businesses. These omnichannel approaches appeal to customers because they have control over how they interact with a brand.

So how can enterprises deliver and guarantee this level of service?

Telecom APIs.

APIs have been exploding across nearly every sector because they enable streamlined creation of applications that can integrate within existing features of a system, tool, or service. APIs also make it possible to develop applications and services independent of the underlying device it will run on, which is critical when serving customers that have differing preferences and interact on different devices.

Telecom APIs allow businesses to integrate telecom capabilities within their existing processes. This could include calling, messaging, or video chat functionalities, as well as more behind-the-scenes features like number porting or securing call detail records. Ultimately telecom APIs are powering businesses ability to exceed their customers’ communication preferences and deliver omnichannel customer experiences.

Not all customers are comfortable with the same communication platforms. Some users prefer to speak with a customer support representative on the phone, while others would prefer to send and receive text updates from pharmacies, grocery delivery services and even their doctor’s office. The nimble structure of telecom APIs provide agility and enhancement of traditional telephony services that let businesses put the control in their customers hands. The combination of these elements delivers personalized experiences so many customers desire.

Telecom APIs also enable the creation of contextual communication experiences, which aids in further personalization of interactions, as well as speedier and higher quality service. For example, interactions stemming from a telecom API will provide the business with a detail record that corresponds with the phone number. This record helps the organization keep track of past customer communications, so that if the customer calls or messages the company again, the customer support representative can review the history of the engagement and then provide more intentional service without having to ask questions to get themselves up to speed on the customer’s needs. Saving time and frustration for both parties.

Telecom APIs are helping businesses manifest more connected customer interactions and through their ability to provide faster, personalized, and higher quality service are increasing satisfaction levels. Investing in these enhanced telephony tools in the short term, will provide long term payoffs including lifelong customers and brand advocates.

For more on Flowroute’s APIs or how to create omnichannel strategies, visit the following posts:

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