1. Customer Service
Self-service customer service is important, but buyers still want live customer support when they have a question or issue that self-service can’t meet. Video chat is well-positioned to meet that need better than telephone support, because customer service agents can visually guide customers and help with complex solutions more easily.
Gartner predicts that 33 percent of all customer service interactions will still require live agent support in 2017, and an equal number said they would like to use video chat with customer support questions, according to call center solutions provider, Talkdesk.
In a recent Xerox survey of 1,021 SMBs, the business priority of improving customer service ranks just behind increasing productivity and reducing printing costs within organizations. Enhanced technologies in customer service along with best-in-class innovations in managed print both can positively impact the bottom line from a productivity standpoint.
2. Sales Increase with Video Chat & Workflow Improvements
Consumers don’t want a sales rep hounding them, but sometimes they would like assistance with the buying decision. Video chat strikes the right balance, because customers can browse a web site on their own and then connect with a sales agent over video chat when they have a question.
As sales is an integral part of every company’s growth plans in alignment with larger business trends, the top departments that SMBs most want to improve their workflow ranks sales after IT, finance and operations. The association between workflows, productivity levels and cost savings are highly emphasized objectives across the organization
3. Reduce Expenses & Save Time
Reducing expenses has two sides: There is the customer-facing side of cost savings, and there’s the operational side. Small and mid-size businesses are always seeking new ways to save money.
On the customer-facing side, video chat can help improve first-call resolution, an important metric for how much time support agents must spend before a customer issue is resolved. Video chat helps with first call resolution because there’s more visual information that an agent can use to solve a customer’s problem. Agents also can use nonverbal signals to understand if they’ve resolved a customer concern or just pushed the problem forward for the next rep.
On the operations side, enhanced usage of innovative office technology dramatically reduces expenses. Costly sales meetings with complex or sensitive documents can be reduced by handling some of these meetings over video chat and utilizing Xerox mobile print to share documents saving time and effort.
Businesses can rely more easily on remote workers without worrying about a loss of accountability or the isolation of these employees from the rest of the team. From any mobile device to any brand of printer, Xerox Mobile Print raises your productivity everywhere your business takes you – it helps your workforce be more efficient. It provides a high level of security to ensure information stays confidential and eliminates the need to rely on others to print sensitive documents involved in the sales process.
4. Scan to App Workflows
Many small businesses use Microsoft Office 365, QuickBooks, Salesforce, SAP, Concur as part of their operations. However, when it comes to eliminating tasks in the entire process, from end-to-end, only one automation tool has it down to a science in three easy steps.
Xerox Web Capture Service helps SMBs solve the often tedious scanning-to-application pain point for their customers with a simple, yet powerful workflow automation tool. For many SMBs, this is an important first step to automate workflows.
Xerox’s Web Capture Service is the only solution that automates and scans a document for immediate use without additional steps of creating files, renaming documents and importing it to an application. Sold only through Xerox channel partners, Web Capture Service can be used with any scanner regardless of brand and works with most web applications.
Printers that Match Your Business Size
A small law office, for example, can now print contracts, affidavits, wills and briefs on site and in real time, without sacrificing quality and accuracy. Additionally, that law firm can digitize client proposals and contracts, sending these files to their legal team in the courthouse and creating text-searchable versions for easy archiving.
Xerox WorkCentre® 6515 color multifunction printer (MFP) offers simple setup and high-productivity tools such as two-sided, single-pass scanning. The MFP also features a 5-inch, app-based, tablet-like touchscreen user interface that offers scan preview, editing features, intuitive navigation and the ability to customize workflows. Ample paper capacity of up to 850-sheets and new Super-Fine EA toner deliver the type of performance typically seen in large enterprise environments.
Technology can be more than niche if it’s engaged properly, and there’s a lot to gain from its adoption in business settings. Just make sure you get a business-grade solution—and don’t wait until the competition catches on to the usefulness of technology. Stay ahead of your competitors in real time and in the office environment.
About the Author
JT Ripton is a freelance business and technology writer based in Tampa, Florida. He loves to write to inform, educate and provoke minds. Follow him on twitter @JTRipton. And co-author Peter Scott is a journalist and editor who has been covering business, technology and lifestyle trends for more than 20 years. You can contact him at PeterEditorial@gmail.com.
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