To remain competitive, businesses must ensure that they have the tools they need to communicate with their customers. Although voice is no longer the default mode of communication, it is more crucial than ever to provide customers with a full variety of methods to engage. Companies can improve engagement by using several channels to improve customer service and response time, including voice, live chat, email and video.
Many firms now use solutions from many vendors for communication. Employees waste time switching between tools or waiting for a response, and firms pay for underutilised apps. Unified Communication as a Service (UCaaS) offers an integrated approach that connects different channels into a single solution and adds collaboration options like document and screen sharing.
Less time wasted: users may transition from one communication channel to another instantaneously, working with coworkers and enhancing efficiency and productivity; they don’t have to wait for others to switch applications, install software, or book a conference call.
Improved customer service: By integrating with Citadel telephony, incoming customer inquiries may be routed to the most relevant employee, who can then check coworker availability and bring them into the discussion or schedule an online meeting to quickly handle any difficulties.
Agility: Because of the cloud-based service’s inherent flexibility and scalability, adjustments may be made quickly to accommodate changing business requirements.
Low, predictable costs: Online communication channels and inclusive minutes to UK landlines and mobiles are given for a flat monthly fee per user.Cost savings: from reduced travel costs, and expenditure savings from not having to subscribe to multiple communications platforms.
Reduced IT overheads: Administration tasks are simplified by the Citadel Technology administration interface, and users may make day-to-day adjustments without contacting IT support.
Common interface: The user interface is consistent across all supported mobile devices and desktops, improving the user experience, reducing learning time, and encouraging adoption.
Hardware funding: Zero cost devices as part of your VoIP subscription.
Instant messaging: Live chat that is faster and produces a more immediate response than email.
Presence: awareness of coworkers’ availability (for example, to assist in problem resolution).
Video conferencing: enhancing collaboration, particularly for remote workers.
Voice: Citadel’s comprehensive cloud-based telephony feature set and service.
“Citadel offered us a platform for our online CRM hosting, in which it has been a testament to the reliability of the platform as we have only needed to long one support request since migrating to Citadel. That support request involved restoring a backup to recover data, which a user of one of our customers had accidentally deleted. This was handled quickly and efficiently, much to the relief of the user in question!”
David TaylorCaltech CRM
“We’d heard about ‘the cloud’ and ‘hosted’ but never considered it to be an option for us. But after learning about the benefits of a secure digital workspace, requiring no internal hardware infrastructure nor the cost and resources to maintain an on-premise server, the choice to move to cloud seemed the right decision.”
Caron Chattwood M Duerden Ltd
“Using Citadel has enabled us to deliver a fully hosted desktop and applications to our tenants. This has enhanced our overall business offering, meaning we can now deliver office space and the technology to complement it.”
JillyNateby Technology Park
“I would just like to say how pleasant and polite Ben is whenever I have a problem. I am near retirement age and anything technical is quite daunting for me. He is always reassuring and helpful I think compliment should be said when due.”
Caroline Goldsmith Proleisure
“Working with Ben on Customer Support has made our IT issues disappear. We never worry about the systems, we just come to work to do the day job.”
Citadel Support Customer