SEPTEMBER 2023 RELEASES
September 2023 Releases
How to Deliver a Unified Customer Experience with Regal in 2025
70% of customers say they’d be willing to purchase more from companies who offer a unified customer experience.
Makes sense. In 2025, customers can, and should be met where they are.
Voice still scores the highest in average CSAT. That said, texting is becoming preferred among Millennials and Gen Z because it’s less disruptive. Email also remains a key channel, especially for complex issues, with 54% of customers preferring it when an issue requires more explanation.
At the end of the day, it all comes down to accessibility and preference. Why limit how customers interact with you?
- Sometimes, customers want to get someone on the phone so they can get more responsive service.
- Sometimes, customers want to text with a representative because they’re in a loud room with no space to talk.
- Sometimes, customers are ok with shooting out an email because they don’t have time to wait through an IVR and soft jazz music.
The point is, the more lines of communication you open with your customers, the more likely you’re starting the conversation on the right foot. Good customer service and support means accommodating the customer’s preferences, not the other way around.
With coverage across Outlook and Gmail to go along with our comprehensive voice and messaging capabilities, Regal customers have a single, unified platform where they can manage an entire customer conversation. However your customers want to reach out to you, you can connect with them easily and seamlessly with Regal.
Omnichannel in a Matter of Days
Working with Regal means empowering your agents and managers to handle CX workflows without requiring a developer to activate every little thing.
Once you implement our system, it’s just as easy for managers to assign voice, SMS, and email tasks as it is for agents to execute them.
Our email integrations are a great example of that. Instead of dealing with third-party connectors or having developers gatekeep access, all an agent needs to do is log into their Gmail or Outlook account. Our system will handle the connection and synchronization, once they’re set up, they can send and receive their emails directly from Regal.
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Think of all the time and labor you’ve just saved your organization by connecting your team’s email accounts in just a matter of clicks.
Btw, your developers won’t feel left out when they no longer have to respond to IT tickets for another email account set up.
Regal is also powerful enough to keep track of conversations across channels—which means every voice conversation, every text message, and every email will be part of the contact’s history.
Regal agents can immediately get up to speed on the customer’s needs and address them quickly. That visibility extends to Regal admins and managers, who can ensure every communication—regardless of channel—abides by internal standards and drives impact.
For example:
Let’s say a customer calls into their auto insurance company regarding a claim on their car. The conversation is transcribed and becomes part of the customer’s Unified Customer Profile. This customer also mentions that they’ll be in Bali for a week and that they’ll be unreachable by phone, because who wouldn’t want to unwind after dealing with car issues?
Even though their phones no longer work, they can continue the conversation via email with a different agent, who has all the context they need from the Unified Customer Profile.
Then, as the customer comes back stateside, the claim gets approved and Regal can send an automated SMS letting the customer know and to expect a reimbursement check within 30 days.
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That seamless and unified customer experience is powered by the contact center team at Regal.
Find Out What Works For You
Like we said before, some customers prefer voice, others prefer texts, and still others prefer email. The preference changes from person to person and from situation to situation.
The important thing is that your CX platform has the ability to track performance across all of your channels.
With Regal, managers and admins have full visibility into customer engagement, agent performance, and outcomes on a channel by channel basis. They’ll be able to gain insights on the channels that work and why.
From there, they can reallocate resources to the channels and workflows that work best, or they test ideas based on those insights through our native A/B testing. Any channel—voice, text, or email—can be easily split into an A/B test that highlights which ideas will work.
In order to figure out an omnichannel strategy that works for you, it’s all about providing accessibility to your customers. From there, you can figure out their preference and truly figure out how to meet them where they’re at.
If you’d like to learn more about Regal’s omnichannel capabilities, or want to chat about your current CX setup, we’d love to hear from you.
Latest Blog Posts
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As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
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5 Ways to Improve Agent Productivity & 5X Outbound Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
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Insurtech Insights: How Regal Drives Revenue Across the Policy Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
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Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
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Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
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Introducing Collaboration-Native Features to CCaaS
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Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
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