HoduSoft

Simply put, customer support means the help or advice a company provides to its customers who experience certain problems while using its products or services. The term can also denote a team of people who help customers when the latter face problems with a business’s products or services.  While customer support is sometimes used interchangeably with customer service, both are as different as chalk and cheese. The former focuses on the nitty-gritty of fixing a specific issue in the short run. The latter focuses on building long-lasting relationships with customers and enhancing customer experience. Even though customer service is more comprehensive and extensive in its approach, customer support is more focused on resolving specific issues as and when they arise. Both are equally important for businesses. This post discusses tips to provide effective customer service. 1. Tell your customer support agents to listen carefully Empower your customer support agents to listen intently t...

There are a lot of multi-tenant contact center software providers in the market, and they all offer a broad array of features to help you manage your contact center operations. But when it comes to selecting the right multi-tenant contact center software, you should look for the following key features:   Auto-provisioning Auto-provisioning eliminates the need for manual configuration of each phone in the system and allows for the automatic configuration and deployment of phones on the network. It enables easy deployment and configuration of business phone systems as well as allows customers to make adjustments to services themselves. It also enables remote configuration and management of network devices.   Least Cost Routing One of the most important features of multi-tenant contact center software , Least Cost Routing (LCR) helps businesses route incoming calls through the most cost-effective route and saves a lot of money. To route the calls as efficiently as possi...

When it comes to switching traditional business phone systems to sophisticated ones, there are many technologies to choose from. There is Voice over Internet Protocol (VoIP), Unified Communication as a Service (UCaaS), Private Cloud as a Service (PCaaS), Platform as a Service (PaaS), and more. But for many businesses, the question is “whether to choose VoIP or UCaaS?” To get the right answer, let’s discuss both technologies in brief detail.  What is VoIP and what’re its benefits? VoIP is a technology that enables people to make telephone calls over the Internet. It converts voice data into digital packets and then compresses and transmits them over the Internet. By doing so, it bypasses traditional phone networks and can be used in any location that has an internet connection. It also offers several crucial features such as call recording, call forwarding, voicemail, voicemail transcription, and more. Some of its benefits are: Cost savings: VoIP phone calls cost much less compare...