Requests from customers or employees can come from anywhere. 

These requests are easier to manage when there are just a few. But when you scale, no matter how efficient the team is, some requests are prone to slip through the cracks.

When requests go unanswered, customer and employee experiences and relationships that you have nurtured for a long time are harmed. Helpdesk tools prevent this and provide an easy way to manage interactions when they occur. 

With several tools on the market, it can be difficult to choose one. But what if we can make the choice easier? Let’s dive in. 

What Is a Helpdesk Tool? 

A helpdesk tool, also known as service desk software, is a centralized platform designed to manage and resolve customer inquiries, support requests, and technical issues. It streamlines the process of tracking, prioritizing, and resolving support tickets submitted by users or customers. 

Some of the features you’ll typically find in a helpdesk tool include ticket management, automation for common tasks, self-service options for users, reports and analytics for performance tracking, and integration capabilities with other business tools. 

How does a helpdesk tool work?

• Ticket creation: The process begins when a customer encounters an issue and reaches out for support through various channels like email, chat, phone, or a web form. The helpdesk tool automatically converts this communication into a support ticket, which is a unique record of the issue.
• Ticket assignment: Once a ticket is created, it can be automatically or manually assigned to a support agent or team based on predefined rules, such as issue type, customer priority, or agent expertise. This ensures that the right resources are working to resolve the issue as efficiently as possible.
• Prioritization and categorization: Tickets are categorized and prioritized based on urgency, impact, or other criteria. This helps identify issues that need immediate attention and ensures that critical problems are addressed promptly.
• Response and resolution: Support agents interact with customers through the helpdesk tool to gather more information, provide solutions, or offer workarounds. The tool may offer functionality like knowledge bases, canned responses, and automation to resolve tickets more efficiently.
• Escalation: If an issue cannot be resolved at the initial level of support due to its complexity, it can be escalated to higher-level support teams or specialists within the organization.
• Closure: Once an issue is resolved to the customer’s satisfaction, the ticket is marked as resolved and eventually closed. To help improve service quality, customers may be asked for feedback on their support experience. 

💡Pro tip → When choosing your helpdesk solution, opt for one that provides analytics and reporting features to track performance metrics, such as resolution times, customer satisfaction scores, agent productivity, and ticket trends. This data helps you identify areas for improvement and make informed decisions.

Types of helpdesk tools

There are multiple helpdesk systems businesses can consider when dealing with service requests from customers or internal teams.

• Inbound helpdesk software manages incoming customer requests, such as questions, support needs, or complaints, assisting support teams in responding efficiently. 
• Outbound helpdesk software lets the customer success team reach out to customers proactively. It allows your department to engage customers with updates or feedback. Customers feel supported, and their satisfaction level is clearly reflected in your net promoter score.
• Internal helpdesk software handles employee requests and issues. It focuses on streamlining support related to IT, HR, or admin. 

What Are the Key Functions of a Helpdesk Tool?

Below are some critical functions of a helpdesk tool that assist customer and employee service departments in better managing service requests and escalations. 

Centralizes ticket management

One of the key functions of a helpdesk tool is its ability to centralize ticket management. This means that whether a customer prefers to reach out via email, phone, social media, chat, or web form, every interaction is automatically converted into a ticket within the helpdesk system. This consolidation is crucial for maintaining a unified view of customer interactions, ensuring that no request slips through the cracks. 

Organizes support tickets

When support requests arrive, the helpdesk software turns them into tickets. The helpdesk ticketing module categorizes them based on context and priority and uses a routing mechanism to direct them toward the right agent. 

For example, when customers send requests to a specific email address like [email protected], the helpdesk software automatically turns them into support tickets. Then, it routes the ticket to the right person to address the issue. The ticket is tracked from when it is created until your support people close it. 

Makes communication easier

Helpdesk platforms let support agents connect directly to customers or employees. They also allow teammates to collaborate on solving complex issues involving many stakeholders. 

In many cases, the software communicates updates using direct messaging, chatbots, and messaging app integrations, making your service desk highly interactive. Moreover, it lets you proactively convey service level agreements (SLAs) and resolution time while automating routine tasks, such as notifying managers about high-priority cases.

Encourages self-service

Helpdesk software stages a knowledge base with product guides and FAQs to enable users to solve simple issues. Customers appreciate faster resolution through documented content, and your support team gets more time to tackle complicated service requests.

Some companies create a forum around their knowledge base where users can ask questions to the broader community. Other professionals answer these questions, saving your service teams’ time while creating a sense of community among customers.

Tracks key metrics

Helpdesk tools offer a dashboard to track metrics such as agent performance, customer feedback, first response rate, resolution time, and other important measures. These insights help identify opportunities to improve and deliver better service. 

Overall, helpdesk software truly brings your service desk to life. Leaders see it as a business enabler and an opportunity to expand revenue and increase profitability.

Top 4 Inbound Helpdesk Tools

Inbound helpdesk software lets businesses manage inbound customer requests at scale while keeping the team focused and organized. 

1. Zendesk

Zendesk excels at managing customer interactions across various platforms through CRM and other business system integrations. It helps companies maintain high service quality and efficiency to improve the customer experience. 

Source: Zendesk

Key features of Zendesk

Below are some notable features of Zendesk. 

• IT ticketing system offers a unified customer view.
• Self-service portal and knowledge base encourage self-service among customers. 
• Advanced reporting gathers valuable insights into customer service operations.
• Routing and intelligence select the best agents for the job and send tickets.

2. Freshdesk

Freshdesk helps companies manage customer queries and issues through a single, user-friendly SaaS platform. It tracks and responds to customer support tickets through multiple channels, like email, social media, or live chat. It also offers a shared inbox for teams to collaborate and resolve complicated customer queries. 

On Freshdesk, you can edit the SLA management policy to improve customer service transparency.

Source: Freshdesk

Key features of Freshdesk

Below are some notable features of Freshdesk. 

• Freshbots assist the customer in self-service and deflect around 70% of customer conversations.
• Freddy Copilot lets agents personalize service delivery. 
• Freddy Insights monitors performance data and showcases optimization opportunities.

3. Kustomer

Kustomer lets businesses manage customer interactions and support in a personalized and efficient way. It detects language and provides easy translation, allowing you to localize customer support. 

Source: Kustomer

The platform sees customers as individuals with all their past interactions and transitions. This gives the support team clarity on who they’re talking to and what they need rather than having to ask repetitive questions.

Key features of Kustomer

Below are some notable features of Kustomer. 

• Messaging offers instant answers through CRM-powered chatbots. It also encourages self-service and guides customers to FAQs and the knowledge base. 
• A vast app ecosystem lets you use open APIs to display key information, such as order details or billing status.
• Performance insights allow you to estimate staffing needs using heatmaps for the busiest days and hours. 

4. Help Scout

Help Scout is a cloud-based customer support tool that offers shared inboxes for all customer communications. It ensures every team member can see and respond to customer queries. Conversations are kept in one place, where the team can see previous interactions and respond with contextual consistency.

Source: Help Scout

You can create a self-service knowledge base to direct customers to the right place for faster resolution. There’s plenty of functionality available in Help Scout’s customer support solution for support teams, but less applicable for those in other departments. 

Key features of Help Scout

Below are some notable features of Help Scout.

• Automation features keep response times low with customizable workflows.
• Customer data lets you see who you’re talking to and their previous activity.
• Integrations with more than 50 tools make it easier to streamline communication and offer better service delivery. 

Top 4 Outbound Helpdesk Tools

Outbound helpdesk tools focus on offering proactive support to customers. Instead of expecting customers to act, customer success teams reach out to them with product updates, changes, and other information to increase their satisfaction and engagement. 

Here are the leading outbound tools on the market:

1. Nextiva

Nextiva seamlessly integrates phone, web chat, social media, and SMS messaging into one unified channel that connects with CRMs like Salesforce, HubSpot, and other business systems. This allows you to efficiently track and manage customer interactions while offering a personalized experience to customers at scale.

The unified communications platform offers advanced features to handle inbound and outbound interactions, even through the mobile app.

Key features of Nextiva

Below are some notable features of Nextiva. 

• Advanced call routing lets you route inbound calls to any person or team in real time based on predefined rules. 
• Customer insights come straight to the conversation space.
• Integrations allow you to connect to your favorite tools for faster ticket management.
• Automated surveys collect how customers feel right after the call. 
• Macros and automations help reassign tickets, notify managers, and autofill common responses.

2. Five9

Five9 focuses on improving agent productivity through intelligent routing. It comes with omnichannel support for voice, email, chat, and social media. You can see real-time reporting analytics and encourage the team to provide timely and effective support.

Source: Five9

Key features of Five9

Below are some notable features of Five9.

• A progressive dialer automatically calls one customer per available agent.
• A predictive dialer ensures agents spend more time talking to real prospects and customers.
• Reputation management protects your phone numbers’ reputations in outbound dialing.

3. Genesys 

Genesys delivers an AI-powered customer experience platform that personalizes customer service at scale. It offers voice and digital channel support with AI bots for automated responses.

Source: Genesys

Key features of Genesys

Below are some notable features of Genesys. 

• Self-service campaigns increase the productivity and cost-effectiveness of your outreach strategies.
• Software-based verification improves contact rates through pre-call checks.
• Integrated analytics give a single performance view of outbound and inbound calls.

4. Aircall

Aircall is known for its simplicity and integration with other CRM and business tools. It streamlines call management and offers context for customers’ interactions to make service delivery faster.

Source: Aircall

Key features of Aircall 

Below are some notable features of Aircall. 

• Automation syncs call notes and tags, allowing agents to focus on helping customers.
• Smartflows call routing connects customers with the agent who can best support them.
• Dashboards help to visualize agents’ performance trends.

Top 4 Internal Helpdesk Tools

Internal helpdesk tools support a company’s internal teams in being more productive and organized in managing internal requests. This software allows admin, HR, and IT support teams to focus on more critical tasks rather than repetitive requests for internal employees. 

Check out the leading internal helpdesk tools on the market:

1. ServiceNow

ServiceNow serves internal teams with IT service management capabilities. You can automate workflows while offering a single place for managing internal service requests and incident resolutions. 

Source: ScienceSoft

Key features of ServiceNow

Below are some notable features of ServiceNow. 

• Workforce optimization lets you manage a team with insights into their performance in real time.
• Process mining streamlines work and improves outcomes with optimized process flows. 
• Employee Center creates a single portal for service delivery across an enterprise or a small business. 

2. Tettra

Tettra has knowledge management features that make it a decent internal helpdesk. It lets you create, manage, and share information easily to reduce repetitive inquiries from the team.

Source: Tettra

Key features of Tettra

Below are some notable features of Tettra.

• Q&A stores questions to help others find answers fast.
• AI assistant Kai provides relevant answers to questions. If the answers aren’t found, it assigns the right person to respond and then sends a notification.
• Knowledge management workflows keep information up to date.

3. Jira Service Management

Jira Service Management serves high-velocity teams with IT service management to organize all requests in one place. The software empowers people to self-serve while automating several workflows to ensure everyone gets help quickly. 

Source: Atlassian

Key features of Jira Service Management

Below are some notable features of Jira Service Management. 

• Incident management brings IT operations teams together to address and resolve incidents quickly. 
• Knowledge management enables self-service and deflects more requests, letting your team focus on critical requests. 
• Robust APIs allow you to connect and integrate with your favorite IT tools. 

4. Hiver

Hiver turns Gmail into an internal helpdesk, offering an intuitive solution for managing support tickets right from your inbox. It’s suitable for small and medium-sized teams looking for a simple tool to handle internal requests and track task assignments.

Source: Hiver

Key features of Hiver

Below are some notable features of Hiver. 

• Centralized communication helps you manage group email IDs in your Gmail inbox. 
• A collaborative inbox brings different teams together to solve employee issues. 
• Automation moves your focus from routine tasks to complex technical problems.

How to Choose Helpdesk Software

It’s important to choose helpdesk software that fits your business. Below are a few ways to research support software to make an informed decision. 

Jot down your needs

The simpler it sounds, the harder it is to jot it down. Objectively answer the questions below when preparing to consider your options. 

• How many people would use the tool? 
• What are your communication channels (email, live chat, phone, or others)?
• What are the key features you’re seeking? 
• What challenges are you trying to solve with the product?
• Who are the stakeholders, and what are their exclusive needs from the tool?

Set a budget

Money matters, so compare what you’re getting to what you’re paying. 

Look at the costs and features included, and consider how this tool can help you save or make more money in the long run. Compare vendor offerings to find the best deal at a price that fits your budget. 

Prioritize usability

Consider software you would love to use day in and day out. Ask a small customer group for feedback on their likes and dislikes and any problems they may have encountered. It’s better to resolve these issues before signing a contract or proceeding with the final purchase. 

Let the vendor know what customization you would require. Understand what it takes to get those modifications up and running. 

Think future-proof

See to it that the helpdesk software can scale with your business and that adding more end users or managing support channels is easy. Make sure the software offers data protection and security, as you will often deal with customer’s sensitive data. 

When your customers increase, understand how the tool will maintain its availability. Look for its track record to see if the software is reliable and available when needed. 

Nextiva: The Preferred Helpdesk Option for Contact Centers 

By this point, you already understand what you need to look for when choosing helpdesk software. Take a look at what companies like you are using. 

For many, Nextiva stands out for managing a large number of customer interactions across channels. It offers functionalities like advanced call routing, IVR, insightful analytics, and seamless integration with SMS, social media, web chat, and email, making it a complete customer communication solution for efficient service delivery. 

Integrate secure phone service, SMS, video, and team chat in ONE platform.

What’s the Difference Between a Warm Transfer and a Cold transfer? A warm transfer ensures a smooth call transfer between the initial agent and the receiving agent, complete with introductions and context, while a cold transfer is when the initial agent transfers the customer to another agent without warning.

Customer experience 101: Don’t make customers repeat themselves. 

Think about it: When you need customer support, do you want to explain your issue to an agent just to repeat the same story to someone else after being transferred? An exceptional customer experience (CX) is tied to every touchpoint across the customer journey. By simply warm-transferring a caller, you can add that little “extra” in an extraordinary customer experience.

Our guide breaks down the cold transfer vs. warm transfer processes in detail, including the examples, pros and cons, key differences, and which practice is more beneficial to customers and businesses alike.

What Is a Cold Transfer?

A cold transfer, also called a blind transfer, is when the initial agent connects the customer to another agent or department without communicating customer context or query details. The receiving agent has little or no information about the incoming call or what the customer needs. The customer must explain their issue or reason for reaching out again, leading to a frustrating customer experience.

When to use it: It’s a best practice to use warm transfers whenever possible. However, you can use a cold transfer in these situations: – When a customer asks for a specific agent or department  – When a customer reaches the wrong department that cannot assist with their issue – The call center receives a massive surge of calls  – If you have an internal phone system, like a Private Branch Exchange (PBX)

Cold transfer example 

Here’s an example of a cold transfer exchange in action.  

• Customer service agent: “Thank you for calling [Company Name]. My name is David. How can I help you today?”
• Customer: “Hi David, I’m having trouble logging in to my account. I keep getting an error message.”
• Customer service agent: “I understand, login issues can be frustrating. May I have your name and account number? 
• Customer: “Jenny Smith. Account number 8675309.”
• Customer service agent: “Thank you, Jenny. It looks like several Platinum accounts are getting the same error messages. May I transfer you to our technical support team who can assist you further?” 
• Customer: “Sure, thank you.”
• (Brief hold music)
• Technical support agent: “Technical support, this is Tommy. How may I assist you?”
• (Customer sighs)
• Customer: “Ugh, okay. Like I said, I keep getting an error message when I try logging into my account.”
• Technical support agent: “Gotcha. May I have your name and account number so I can take a look?”

This cold transfer interaction lacks positive and proactive elements that enhance the customer experience. Though the call center agent is polite, they use neutral language that doesn’t offer reassurance to the customer. The main issue is that the customer is transferred blindly to a new agent without providing an introduction or context, affecting CX and potentially harming your brand reputation.  

Cold transfer pros and cons 

Cold transfers can be useful for efficiency, but only use them strategically to avoid harming the customer experience. Consider warm transfers or alternative solutions whenever possible.

Cold Transfer Pros	Cold Transfer Cons
Faster call resolution Improved agent efficiency Reduced costs	Negative customer experience Lack of context Lower customer satisfaction

What Is a Warm Transfer?

A warm transfer refers to the process of an initial agent providing the relevant information and context of a customer interaction to a receiving agent before handing off the customer for further assistance. Warm transfers are preferred and should be part of your business’s call center strategy.

When to use it: You should use a warm transfer whenever you want to deliver a positive customer experience. Some common situations to use a warm transfer include: – When a customer has a complex issue that requires an expert or specialized agent   – When you need to escalate an issue or interaction – When an issue contains sensitive information or topics

Warm transfer example

Now, let’s check out the same interaction from before, but as a warm transfer.

• Customer service agent: “Hi Jenny, thanks for calling [Company Name]. This is David. I see you’re having trouble logging in to your account. Don’t worry; these things happen sometimes! To get this resolved quickly, I’ll connect you directly with one of our technical support specialists who can troubleshoot the issue for you.”
• Customer: “Oh, that would be great! Thanks, David.”
• (Brief hold music)
• Customer service agent: “Great news, Jenny! I’ve connected you with a specialist named Tommy who’s familiar with this type of login issue. He already has your account information, so you can jump right into getting this resolved.”
• (Call transfers)
• Technical Support Agent: “Hi Jenny, this is Tommy from technical support. David provided your account info and filled me in on the login trouble you’re experiencing. Let’s take a look together and get you back into your account!”
• Customer: “Hi Tommy. Thank you!”

This warm transfer uses positive language like “don’t worry,” “quickly,” “directly,” and “jump right in” to reassure the customer. It also highlights the specialist’s knowledge and David’s proactive approach to solving the issue. This makes the experience smoother and less frustrating for Jenny.

Warm transfer pros and cons 

The benefits of warm transfers can be significant for the customer experience and resolution speed, but they do sometimes increase your average handle time and resources. Here are a few pros and cons of taking a warm transferring approach. 

Warm Transfer Pros	Warm Transfer Cons
Enhanced customer experience Faster resolution Reduced agent errors	Increased handling time Agent availability Training requirements

Key Differences Between Cold and Warm Transfers

The key differences between cold and warm transfers are in the level of communication and preparation involved before routing the customer to the receiving agent. Here’s a breakdown focusing on the communication dynamics, relationship building, and impact on CX:

1. Communication dynamics 

A cold transfer involves minimal prior interaction, often leading to impersonal exchanges, while a warm transfer entails establishing rapport beforehand, fostering smoother transitions.

Think of a warm transfer like having a helpful friend at a party introducing you to everyone. The initial agent takes the time to establish some rapport, explain your situation to the receiving agent, and then smoothly connect you. This fosters a more welcoming and informative transition.

Imagine going to that same party, but your friend disappears into another room minutes after you arrive. That’s the vibe of a cold transfer. There’s minimal prior interaction between the first agent and the person you’re being transferred to. This often leads to impersonal exchanges where you have to repeat yourself and explain everything again.

2. Relationship building

A cold transfer lacks the opportunity for relationship development, whereas a warm transfer allows for trust-building and personalized assistance, enhancing customer engagement and satisfaction.

In warm transfers, when the initial agent introduces you by name and explains your situation, this adds a personal touch that puts all parties at ease.

Warm transfers:

• Help customers feel valued
• Demonstrate the brand’s genuine interest in resolving your problem 
• Establishes trust and builds relationships
• Set the stage for a more positive and collaborative interaction with the specialist

A cold transfer doesn’t offer any opportunity for relationship development. They may leave customers feeling like a ticket number rather than a valued customer.

Blind transfers:

• Lack of personalization for your customers
• Offer missed opportunities to establish customer rapport 
• Confuse and frustrate customers

In fact, a lot of cold transfers skip the human touch entirely. When callers interact with an auto-attendant or interactive voice response (IVR) system, their calls are typically automatically routed based on the option they select from a phone menu. IVRs are effective for fast support but may miss out on connecting with customers via human interactions. 

3. Impact on customer experience

A cold transfer may result in frustration due to abrupt handoffs, whereas a warm transfer fosters a seamless experience, leading to higher customer loyalty and retention.

Abrupt handoffs without context can be frustrating. You may feel like you’re starting from scratch with each new agent. Cold transfers impact the customer experience by can lead to: 

• Extended call times
• Loss of context
• Reduced confidence and loyalty

Warm transfers create a better customer experience. Even small businesses with limited support agents can use a VoIP phone system with an auto-attendant or virtual receptionist to help make warm transfers easier and more efficient. The specialist you connect with already has a basic understanding of your issue, allowing them to jump right in and start working on a solution. 

Cold Transfer or Warm Transfer: Which Is Better for My Business?

Choosing between the different types of transfers hinges on the nature of your business calls and priorities.

Cold transferring a call is faster service but not necessarily good service. It can result in lower customer satisfaction and a risk of sending them to voicemail, especially for complex issues. 

In contrast, a warm call transfer enhances customer satisfaction and efficiency by introducing the customer and providing context and background information to the receiving specialist. Still, they require slightly longer call handling time and depend on agent availability. 

For best practices, train your agents on both transfer methods, invest in technology for seamless warm transfers, and monitor call center metrics and KPIs to gauge their impact on customer satisfaction and resolution rates. Aligning the right transfer method with your specific call types can optimize efficiency and create a more customer-centric experience.

Simplify Customer Call Handling with Nextiva

When we talk about warm transfer vs. cold transfer in customer service, the right software can help you put customer satisfaction front and center.

Nextiva’s contact center solution makes it easy to seamlessly transfer customers where they need to be. Its user-friendly features, like easy-to-navigate interfaces, phone tree, and call recording, make warm transfers a breeze.

And guess what? Nextiva’s omnichannel capabilities mean it’s not just about calls — it can handle all customer interactions smoothly, ensuring everyone remains happy.

Cold Transfer vs. Warm Transfer FAQs

Check out these frequently asked questions about cold transfers vs. warm transfers.

Twilio Flex and Five9 come up quite a lot in contact center conversations — and for good reason. They’ve been around for a while, offering advanced capabilities and features to help businesses manage agent-customer interactions across channels. 

If you’re considering investing in either of these platforms, you need to know exactly what they offer to make the right choice. 

In this article, we’ll dig into their pricing, features, and everything in between to see which contact center comes out on top. We’ll also show you how Nextiva compares as a third option. 

Five9 vs. Twilio Flex: The Pros

Here’s a quick look at the top features of these two contact center platforms. 

Pros of Five9

Five9 is a comprehensive cloud contact center solution that improves customer experiences, agent productivity, and business operations through a suite of advanced features and services. 

Being a cloud-based solution, Five9 offers flexibility, scalability, and reliability. Businesses can scale their operations up or down based on demand without needing to invest in physical infrastructure. The cloud model also ensures a seamless rollout of updates and new features without significant downtime. 

1. Omnichannel routing

This component allows businesses to manage interactions across various channels seamlessly. By routing customer inquiries to the most appropriate agent based on their skills, availability, and customer history, Five9 ensures the efficient handling of customer needs. 

The omnichannel capabilities are built on a universal queue that integrates voice, video, chat, email, and social media interactions.

2. Interactive voice response

Five9’s interactive voice response system enhances the customer experience by providing self-service options and directing callers to the right agent or department with voice commands or keypad inputs. 

It supports natural language processing for more intuitive interaction and can integrate with external databases for personalized caller experiences.

3. Workforce optimization

The workforce optimization (WFO) feature encompasses tools for quality management, performance monitoring, and workforce management. It includes features like call recording, speech analytics, agent scheduling, and real-time analytics to ensure that the contact center operates efficiently and effectively. 

The WFO tools help managers make data-driven decisions to improve agent performance and customer satisfaction.

4. CRM integration

Five9 integrates with major CRM platforms such as Salesforce, Microsoft Dynamics, Oracle, and Zendesk. This integration provides agents with immediate access to customer information, enabling personalized and informed interactions. 

The CRM integration helps to reduce call times and improve customer satisfaction by making relevant data accessible to agents during calls.

5. Advanced outbound dialing options

Five9 offers multiple auto dialers for efficient call center management. 

For example, its predictive dialer automates outbound calls, freeing time for actual customer conversations. It also has a power dialing option that’s useful for outbound campaigns where agents need to contact a large number of prospects quickly. 

Need to familiarize yourself with a customer before a call? Use Preview Dialing to view past customer interactions and get real-time context about your relationship with them for more personalized interactions.

6. Artificial intelligence and automation

Get real-time insights into your contact center performance with Five9’s unified interactions dashboard, powered by artificial intelligence (AI). Here, you can track metrics such as the total number of calls, average chat handle time, and average response speed. 

You’ll use this data to adapt your contact center strategies to meet customers’ evolving expectations. For example, if you notice a drop in call response time, you can plan to hire more agents to increase capacity and efficiency across the board. 

Five9 also leverages AI to enhance customer interactions and agent productivity. Features like AI-powered chatbots and virtual assistants can handle routine inquiries, freeing agents to focus on more complex issues. 

7. Excellent customer support

Five9 has a highly responsive support team that’s available to answer questions 24/7. In one customer’s words:

“Five9 has great customer support. Issues are always resolved in a timely manner, and they stay in constant communication with you with updates so you always know the status of your issue being resolved.”

You can contact the support team via online chat, phone, and email. You can also use the self-service documentation to troubleshoot and resolve issues independently.

Pros of Twilio Flex

Twilio Flex is a fully programmable cloud contact center platform that provides businesses with the flexibility to customize every aspect of their customer interaction workflow. 

Unlike traditional contact center solutions, Twilio Flex allows for deep customization and integration, enabling businesses to tailor the platform to their specific needs. 

1. Highly customizable platform

Twilio Flex offers a user interface that is completely customizable and extendable through code. This means businesses can design their own workflows, user interfaces, and integration points. 

The platform uses a combination of React and Twilio’s own APIs, allowing for a high degree of customization and flexibility.

2. Extensive integration capabilities

In addition to its customization capabilities, Twilio Flex also integrates with multiple third-party tools, helping you build a more robust contact center. 

For example, you can connect Twilio Flex to Glance to enable co-browsing and screen sharing on the platform. You can also sync Twilio Flex with your CRM to deliver up-to-date customer information to agents directly. 

3. Broad omnichannel support

With the Flex Conversation API, you can integrate all your customer touchpoints, such as SMS, MMS, and online messaging apps like WhatsApp, into one central platform to monitor interactions efficiently. This helps you deliver omnichannel customer experiences at scale. 

Let’s say a customer sends a message via online chat, then later continues the conversation via SMS. They won’t have to repeat what they shared earlier because you can track their interactions in a single platform.

4. Extensive documentation

Twilio Flex has a comprehensive knowledge base with developer tutorials and explainer documents for its features. 

This is a beneficial resource for developers, as it helps them quickly understand how to use the platform and start building their solutions without spending too much time figuring things out.

5. Flexibility

Twilio offers flexible pricing plans that cater to businesses of all sizes. 

You can choose to pay per active user hour or per agent. The former option means contact centers with seasonal traffic or part-time agents only pay for the hours that they use, while the latter is suitable for large-scale contact centers with a predictable call volume.

Five9 vs. Twilio Flex: The Cons

Here’s why users consider switching from Twilio Flex and Five9 to other contact centers. 

Cons of Five9

Some of the challenges users face with Five9 include: 

• Technical issues: Multiple user reviews suggest that Five9 customers experience frequent downtime, leading to operational disruptions. Sometimes, the software becomes buggy, and you have to log in and out a few times before it works. If this happens during a crucial customer conversation, it can ruin their experience and perception of your business. 

• Connectivity delays: Some customers have also experienced abrupt call drops and connectivity delays, such as a two- to three-second delay between the agent answering and the call connecting. Hear from one of them: 

“Five9 sold us on the theory that 99.999% of the time, we would have seamless connectivity and not experience any drop in calls. Less than 15 days after this application was implemented, we experienced dropped calls. Even after a resolution was in place, we continued to have issues with connectivity.”

• Complexity and training: New users might struggle with the tool because of its extensive features. It has a significant learning curve, so it takes quite some time to fully grasp how things work and use the platform effectively. 

Cons of Twilio

Some of the challenges users face with Twilio Flex include:

• Navigational challenges: Users have mentioned that finding their way around the Twilio website can be difficult. Despite the extensive documentation, setting up certain functions can be confusing, especially for non-technical users who are new to the platform. Customers struggle to resolve these challenges independently, and Twilio’s support team can be unresponsive:  

• Complex setup for multi-channel routing: Some users struggle with implementing multi-channel routing in Twilio Flex. Say a customer contacts your organization on social media and later continues the conversation via email. You won’t be able to assign the new discussion to the original agent on the case. This affects omnichannel delivery, which relies on seamless channel integration.

Comparing Five9 and Twilio vs. Nextiva

Let’s see how Nextiva stacks up against Twilio Flex and Five9.  

1. Ease of use 

Unlike Five9, Nextiva doesn’t sacrifice usability for features. Our AI-powered contact center platform is easy to implement and use, even if you don’t have any technical experience. 

We’ve provided extensive documentation to guide you through every feature, and our support team is always available to answer questions and resolve any issues you might encounter. 

Here’s what one of our customers says about our contact center software:

2. Customer service

Customer support is one of Nextiva’s many strengths. Service disruptions negatively impact your customers and their overall contact center experience. That’s why our support team is always available to help you resolve any issues quickly. 

3. Value for money and overall user satisfaction

Nextiva has a higher value-for-money rating than Five9, indicating that customers believe the benefits they are receiving from Nextiva’s contact center software outweigh its costs. This is a positive indicator of customer satisfaction and loyalty.

You Get More Value With Nextiva

While all three platforms offer robust features, Nextiva’s user-friendliness, exceptional support, and perceived value make it a compelling choice, particularly for businesses prioritizing ease of use and supportive customer interactions.

Customer expectations have reached an all-time high, and businesses are feeling the pressure.

Customers now expect companies to be available across multiple communication channels, providing quick and efficient customer service. Traditional contact centers are just not capable of handling surging demands.

If customers struggle to reach out to you, they’ll leave you for competitors.

The solution? Contact Center as a Service (CCaaS) — a cost-effective and flexible cloud-based alternative to traditional contact centers, empowering businesses to deliver exceptional service through a centralized platform.

In this guide, we’ll explore CCaaS in more detail and show you how you can use it to improve your customer journey while making the most of your resources.

What Is CCaaS?

CCaaS is short for Contact Center as a Service. It’s an on-demand, cloud-hosted solution that provides all the features and functionalities of a traditional contact center without needing physical hardware. CCaaS software allows companies to establish a scalable method to handle inbound and outbound communications on every channel while reducing hardware, telephony, and IT costs.

A contact center is ideal for handling consistent customer requests, orders, or help desk tickets. CCaaS helps businesses manage various communication channels, such as phone calls, SMS, emails, web chats, and social media messages from a single platform.

Core functionalities of CCaaS include:

• Omnichannel communication: Manage all customer interactions seamlessly across channels, providing a unified customer experience.
• Call routing: Intelligently route calls based on caller information, agent availability, and skills, ensuring efficient call handling.
• Automated workflows: Use automated greetings, self-service options (IVR), and chatbots to handle simple inquiries and free up agents for complex issues.
• Real-time call analytics: Gain valuable insights into agent performance, customer behavior, and key call metrics to identify areas for improvement.

Unlike traditional systems, CCaaS is readily available from anywhere with an internet connection, offering increased flexibility and remote work capabilities for contact center agents.

Cloud-based vs. on-prem contact centers

Let’s examine the key differences between cloud-based and on-premises contact centers to better understand why CCaaS is becoming the preferred choice for many businesses.

Cloud-based contact centers offer several advantages over on-premises solutions:

• More cost-savings with pay-as-you-go pricing and no maintenance costs
• Faster and easier to set up, taking days rather than months
• Support multiple communication channels like phone, email, chat, text, and social media
• Enable remote work and flexible scaling of staff
• Integrate with existing tools via APIs
• Are highly scalable and flexible to accommodate growth

Gartner projects cloud contact center revenues will reach $17.9 billion by 2024 while on-premises infrastructure declines. Cloud solutions provide faster deployment, more features, and better overall value than on-premises technology that lags market demands.

CCaaS Software Benefits

Companies adopt cloud-based contact center technology for many reasons. If you’re researching use cases and the advantages of using a contact center as a service, this will help.

1. Cost-effectiveness

CCaaS eliminates the need for expensive hardware, software purchases, and ongoing maintenance costs associated with on-premise systems.

With a pay-as-you-go subscription model, businesses can scale costs according to their needs, paying only for the needed capacity and functionality.

This approach is more cost-effective than traditional contact center infrastructures, which can easily surpass six figures, along with additional licensing and maintenance expenses.

2. Scalability & flexibility

Businesses can easily add or remove seats and features on-demand, adapting to changing customer volumes and business needs. This allows companies to quickly scale their operations for seasonal peaks or unexpected growth without significant upfront investments.

CCaaS solutions also enable agents to work across multiple time zones and on any device, including phones, laptops, and tablets, creating a more flexible and optimized team.

3. Improved customer experience

CCaaS platforms offer omnichannel support, so customers can interact through their preferred channels, such as phone, email, or social media, while receiving consistent service.

Centralizing every customer interaction in one place helps agents access real-time customer sentiment, account value, and customer satisfaction without switching platforms.

Advanced analytics and AI-powered tools like natural language processing and chatbots enable businesses to identify and address customer pain points proactively, driving better customer satisfaction and engagement.

4. Increased agent productivity

Cloud-based contact center solutions automate repetitive tasks and equip agents with advanced tools like call recording and quality management. Agents can better focus on resolving complex customer issues and deliver personalized service.

CCaaS lets agents work more efficiently, maximizing labor and technology investments. Using customer experience analytics, you can easily optimize any gaps in the support process to boost customer retention and lifetime value.

5. Better security & reliability

CCaaS providers invest heavily in data security and infrastructure redundancy, protecting sensitive customer information and offering continued service availability.

With enterprise-grade reliability and uptimes of 99.999%, cloud telephony minimizes the risk of downtime due to office moves, severe weather, or equipment failures.

Leading CCaaS providers, like Nextiva, have multiple data centers across North America, offering automatic failover and real-time call routing adjustments to keep teams operational under any circumstances.

Differences Between a Call Center and a CCaaS

Call centers and contact centers are often used interchangeably but serve customers using two distinct customer support technologies.

A call center handles voice calls only. Call center software is ideal for outbound and inbound calls, such as customer support and sales teams. It provides features like call routing, queuing, and recording.

Contact center functions over multiple channels, including phone, email, text message, live chat, and social media. When offered as a service (CCaaS), contact centers field customer interactions over several touchpoints, as today’s customers no longer funnel through just one channel to reach a business. This omnichannel approach allows for seamless customer experiences.

Companies primarily serving customers over the phone should turn to a hosted call center.

However, if you want to give your customers multiple options for contacting you and provide a more comprehensive customer experience, a cloud-based contact center (CCaaS) is the better choice.

UCaaS vs. CCaaS Solutions

While both UCaaS and CCaaS are cloud-based, subscription-based services, they serve different purposes.

UCaaS (Unified Communications as a Service) is designed for internal communication and collaboration, providing features like team messaging, video conferencing, and workflow automation tools. It’s ideal for businesses looking to improve employee productivity and enable remote work.

CCaaS, in contrast, is focused on managing customer-facing communications and improving the customer experience. It offers omnichannel routing, IVR, and real-time analytics, making it the preferred choice for customer service and sales teams.

Some UCaaS solutions may offer basic customer-facing communication features, such as a business phone service, but they typically lack the advanced functionality and reporting capabilities of a dedicated CCaaS platform.

UCaaS	CCaaS
Internal communication & collaboration	Customer-facing communications
For all businesses prioritizing employee productivity	For customer service, sales, & support teams
Features: instant messaging, video conferencing, screen sharing	Features: call routing, IVR, call recording, call analytics
Integrates with productivity apps (e.g., Google Workspace, Microsoft 365)	Integrates with CRM & helpdesk systems (e.g., Salesforce)
Streamlines employee communication	Streamlines customer interactions across channels
Improves employee collaboration	Enhances customer experience & satisfaction
Basic customer-facing features	Advanced customer interaction management

How To Implement CCaaS Software

All you need to deploy CCaaS is a reliable internet connection. But there’s a little more to it than that.

Each company has unique needs for addressing customer questions or running outbound sales campaigns. The specific implementation of CCaaS ultimately comes down to the desired workflow and automation the business needs.

Here are a few key things you’ll want to remember to ensure a smooth and successful transition to CCaaS.

1. Identify your business needs and goals

First and foremost, clearly define your business needs and goals.

What do you want to achieve with your customer service? What specific features and functionalities do you need to make that happen?

Sit down with your team, including business leaders and customer support management, and prioritize the contact center software functions most important to you.

Consider metrics like first-call resolution, average handle time, and customer satisfaction scores to help guide your decision-making.

2. Choose the right provider

Not all providers are created equal, so it’s important to research and evaluate your options based on features, pricing, scalability, security, and integration capabilities. Look for an experienced provider that offers a comprehensive suite of tools to meet your needs.

Make sure your CCaaS provider adheres to relevant industry regulations and data privacy laws and has robust security protocols in place to protect customer information. Look for certifications like SOC 2, PCI DSS, and HIPAA based on your industry requirements.

3. Check your network connectivity

Before you dive in, check that your network connectivity is up to par.

All users should have a reliable internet connection with sufficient bandwidth and low latency. Run some initial network connectivity checks to confirm that users can maintain at least 1 Mbps up and down with low latency and jitter.

A VoIP quality test can help you assess your network performance.

4. Automate your workflows

Once you’ve got the basics covered, it’s time to configure your workflows. This is where you’ll streamline processes and improve efficiency by authenticating business app integrations and adjusting rules to ensure cases and requests are handled correctly.

Consider integrating with CRM systems, helpdesk software, and other relevant tools to create a seamless customer experience.

5. Train and onboard agents

Don’t forget about your agents.

Provide comprehensive training to ensure they understand and can effectively use the CCaaS platform. Onboard agents in phases, aligning with each customer communication channel.

Adjust your company’s IVR, automatic call distribution (ACD), and workflows in an online portal to optimize the agent experience.

6. Use call analytics & reporting

Use customer experience analytics to gain insights into customer interactions, sentiment, and customer engagement. Analyze metrics like the number of interactions required to resolve issues, customer retention rates, and customer lifetime value.

These insights will help identify areas for improvement to optimize your support processes.

7. Plan ahead to transition

If you’re migrating from an existing contact center system, have a well-defined plan to smoothly transition to CCaaS.

Work closely with your CCaaS provider to develop a detailed timeline and checklist for data migration, agent training, and minimizing disruption to customer service operations.

Related: Customer Experience Analytics: How to Track and Improve CX

Key Features of CCaaS Solutions

CCaaS platforms offer a range of features to streamline customer interactions and improve overall contact center operations:

• Omnichannel contact center: Handles inquiries from various channels (phone, email, chat, social media) within a single platform, offering a unified view of all customer interactions.
• Automatic call distribution (ACD): Efficiently routes incoming calls to available agents based on their skills, workload, and pre-defined criteria.
• Interactive voice response (IVR): Provides self-service options for routine inquiries, reducing agent workload and freeing them to handle more complex issues.
• Intelligent virtual agents (IVAs): Offers AI-powered conversation with customers, often taking care of basic tasks or routing their requests to the right team.
• Workforce management: Strategies and processes for optimizing agent productivity so a contact center can operate efficiently.
• Contact center monitoring: Records calls for quality assurance purposes and provides valuable insights into agent performance and customer interactions.
• Contact center reporting and dashboards: Offers comprehensive reports and real-time dashboards to track key performance indicators (KPIs) such as call volume, resolution time, and customer satisfaction.
• CRM integration: Maintains all customer relationship and sales transaction data.
• Natural language processing: Uses artificial intelligence to analyze conversations in real-time for the intended meanings and suggest helpful tips for team members.
• PCI compliance: Offers secure methods for people to provide their credit card details to agents.

When exploring different contact center solutions, remember that you want a platform that helps solve your business needs with the right blend of communication functionality.

How To Choose The Best CCaaS Software Platform

Selecting the right contact center software ensures that your agents provide customers with top-notch service, regardless of how they reach out.

As you explore different providers, here are some essential questions to consider: 

1. What are your business priorities? Align the features and perks of a new communication platform with your OKRs to ensure they support your business goals.
2. How easy is it to add users? Consider the platform’s scalability and understand how easy it is to manage new users as your team grows.
3. Do you need any app integrations? Determine which integrations you need and check if the platform offers built-in email or CRM integrations to streamline your workflow.
4. What support options are available to you? Research the technical support and onboarding options, as these may come at an additional cost.
5. What kind of training or learning resources will you need? Assess the ease of use and the availability of training materials to ensure a smooth transition to the new platform.
6. Which industry-specific features do you need? Consider your company’s specific business processes and legal obligations, such as HIPAA, PCI, or other recordkeeping requirements, and ensure the providers you’re evaluating can accommodate these needs.
7. How does the platform handle customer data security and privacy? Evaluate the security measures and compliance certifications of each provider to ensure the protection of sensitive customer information.
8. What is the total cost of ownership? Look beyond the initial subscription fees and consider additional costs such as implementation, customization, and ongoing maintenance to get a clear picture of the total investment required.
9. How does the platform integrate with your existing infrastructure? Assess the compatibility of the CCaaS platform with your current IT infrastructure and identify any potential integration challenges.
10. What are the platform’s reporting and analytics capabilities? Evaluate reporting and analytics tools to ensure you can effectively monitor and optimize your contact center performance.

And with that, you’re ready to select your next Contact Center as a Service provider with confidence.

Get a cloud contact center from Nextiva.

IVR, call recording, VoIP numbers, call routing, advanced reporting–integrated in ONE cloud platform.

Get started

CCaaS Software Providers

Here are the top-rated CCaaS providers to consider when exploring a contact center solution for your organization.

1) Nextiva

Nextiva Contact Center is a CCaaS platform designed for high scalability and integration with existing business systems, focusing on cost-effectiveness and enhancing user experience through features like automation, artificial intelligence, and real-time analytics.

• Advantages: Cost-effective, scalable, robust CRM integrations
• Best for: Businesses looking for an all-in-one communication solution
• Pricing: Starts at $99 per user per month for voice and digital CCaaS functionality

2) Avaya OneCloud CCaaS

Avaya offers a widely known call center software solution with a focus on flexibility and customized setups using AI tools and noise removal for enhanced communication clarity.

• Advantages: High customization, comprehensive omnichannel support
• Best for: Companies needing tailored communication solutions
• Pricing: Not publicly disclosed.

3) Genesys Cloud CX

Genesys blends AI-driven management with comprehensive analytics and workforce optimization to adapt to business needs, prioritizing personalized customer engagement.

• Advantages: Flexible AI integrations, scalable solutions
• Best for: Dynamic businesses focusing on customer interaction
• Pricing: Starts from $75/month for standard voice features

4) Cisco Webex Contact Center

Cisco Webex is versatile CCaaS platform integrating various communication tools and analytics, recognized for its ease of customization and integration with the broader Webex suite.

• Advantages: Reliable, customizable, integrates with UCaaS
• Best for: Businesses seeking a unified communication approach
• Pricing: Not publicly disclosed, but some sources suggest $150 per user per month.

5) Five9

Five9 delivers a cloud-based platform integrating CRM and voice services, focusing on efficiency and data insights through AI and automated workflows, aimed at improving customer service.

• Advantages: Integrative AI features, comprehensive analytics
• Best for: Enterprises seeking traditional contact center software
• Pricing: Starts at $175 per user per month

Close the CCaaS Gap with Nextiva

If you want to equip your sales and support teams, CCaaS is the perfect, scalable solution. For almost every other department, UCaaS is a wise choice. You get the communication features that most employees need.

Combining CCaaS and UCaaS, you can create a seamless communication ecosystem that caters to the specific needs of each department. You work efficiently and provide a better customer experience across all touchpoints.

With the right business phone system, you won’t need to settle for one or the other.

See how Nextiva helped Shelby American deliver better customer experiences.

Contact Center as a Service (CCaaS) FAQs

If you’re the owner of a growing e-commerce business, you’re probably familiar with having your customer support team struggling to keep up with the increasing volume of inquiries across multiple channels. 

You know you need a powerful contact center solution to streamline your operations, but which should you choose? 

Twilio Flex is a robust, cloud-based contact center solution. It enables extensive customization of customer communication channels across voice, text messaging, chat, video, and more. 

However, its highly advanced features and flexibility come at a cost — both financially and in terms of technical resources required to get it up and running.

So, should you go with Twilio Flex, or are there better, more suitable options out there? Let’s compare the top contact center platforms.

What Are Some Strengths of Twilio Flex?

While Twilio Flex packs a powerful punch with its comprehensive features, it’s important to understand the key strengths that make it such a compelling contact center solution for many businesses.

Integration-friendly

One of Flex’s biggest strengths is its ability to seamlessly integrate with a wide array of business apps and systems. 

Whether it’s your CRM software, workforce management tools, or advanced analytics platforms, Flex’s high functionality with other apps means it can connect numerous providers for a unified workflow. This level of integration is crucial for larger enterprises with complex technology stacks.

Developer-friendly

Flex shines for businesses with dedicated developer resources. It provides a comprehensive set of APIs and SDKs that empower developers to build tailored contact center experiences aligned with specific processes and requirements. 

From custom integrations to bespoke agent interfaces, if you’ve got the technical chops, the possibilities of what you can develop with Twilio Flex are impressive.

Unified agent experience

A key feature is Flex’s ability to consolidate all customer communications into a single, unified interface for live agents. No more juggling between disparate applications — agents can seamlessly handle voice calls, chats, emails, and more from one central console. 

Advanced routing capabilities

Leveraging AI and machine learning, Twilio Flex offers sophisticated routing algorithms to ensure each customer inquiry reaches the most qualified agent. This intelligent routing can significantly improve first-contact resolution rates and customer satisfaction levels.

Why Customers Look for an Alternative to Twilio Flex

While powerful, Twilio Flex isn’t the perfect fit for every business. Here are some common reasons companies explore alternatives.

Complexity for smaller teams

The extensive customization options that make Flex so flexible can also make it daunting, especially for smaller teams without dedicated technical resources. Setting up and managing a fully customized Flex deployment requires significant effort, which may be overkill for modest contact center or call center needs.

Cost

Flex operates on a pay-as-you-go pricing model based on usage. While this is potentially cost-effective for high-volume operations, smaller businesses with lower interaction volumes tend to find the costs quickly piling up, especially when factoring in professional services for customization.

Resource intensity

Building and maintaining a tailored Flex environment necessitates having developers and IT staff on hand. Many businesses, particularly SMBs, lack the in-house technical capabilities to fully leverage Flex’s programmability.

Learning curve

With great power comes a steep learning curve. Flex’s vast array of features and configuration options translates into a longer ramp-up period for administrators and agents. Companies seeking a more turnkey solution may find the learning curve a deal breaker.

6 Top-Rated Alternatives to Twilio Flex

If Twilio Flex seems like overkill for your needs, there are plenty of great alternatives worth exploring:

1. Nextiva

Nextiva offers an all-in-one communications platform and cloud contact center that combines VoIP, CRM, and contact center capabilities into a unified solution. 

A key selling point of Nextiva is its emphasis on simplicity and ease of use — which drives better overall customer engagement, making it an attractive option for businesses prioritizing rapid deployment and low IT overheads.

Some standout Nextiva features:

• Intuitive interface tailored for streamlining contact center workflows
• AI-driven automation like intelligent call routing, chatbots, and auto-attendants
• Integration with popular CRM and help desk platforms
• Detailed real-time analytics and customizable reporting
• Competitive pricing with plans for businesses of all sizes

2. Five9

Five9 is a pioneer in applying AI and machine learning to the contact center space. Its intelligent cloud platform optimizes every customer interaction, from skills-based routing to agent coaching and customer journey analytics.

Key capabilities include:

• Omnichannel support across voice, email, chat, social media, and mobile
• Extensive integration APIs for connecting with business systems
• Highly scalable architecture suitable for small businesses to enterprises
• AI-powered conversational IVR, intelligent routing, and interaction insights
• Robust workforce optimization tools for scheduling and quality management

3. Broadvoice

While primarily known for VoIP services, Broadvoice has expanded into the contact center arena with its cloud-based solution tailored for startups to midsize businesses. 

A major draw is its simplicity — Broadvoice prides itself on solutions that are easy to deploy, use, and manage with limited technical resources. 

Broadvoice offers:

• An omnichannel communications platform combining voice, SMS messaging, and conferencing
• A simple contact center with customization options to meet business needs
• An emphasis on user-friendly design and intuitive call management
• Affordable pricing models aligned with the needs of SMBs
• Seamless integrations with productivity tools and CRMs

4. Talkdesk

Talkdesk is a cloud-native contact center platform built from the ground up for innovation. With Talkdesk, you gain a future-proof solution delivering AI-powered routing, self-service, agent augmentation, and extensive customization capabilities.

Notable features include:

• End-to-end cloud center software architecture supporting voice, chat, email, SMS, video, and co-browsing
• Embedded AI for intelligent skills-based routing and interaction analytics
• Easy integration through open APIs and a pre-built app marketplace
• Custom widget builder and tailored agent interfaces
• In-depth reporting, speech analytics, and real-time visibility

5. Genesys Cloud

Genesys is a household name in contact centers, and its Genesys Cloud offering brings that pedigree to an all-in-one cloud customer experience platform. It’s designed for high availability, security, compliance, and seamless scalability from small sales teams to global enterprises.

Core capabilities:

• Omnichannel routing across digital and voice channels
• AI for predictive analytics, conversational experiences, and smart IVRs
• Expansive workforce engagement tools for optimization and quality
• Powerful customization and integration through APIs and open cloud architecture
• Global availability supporting operations in over 100 countries

6. NICE CXone

NICE CXone is a full-suite contact center platform focused on driving operational efficiency through cutting-edge automation. It leverages the latest AI, analytics, and journey mapping technologies to optimize both agent and customer experiences.

Key differentiators of CXone:

• Unified interface for voice, digital channels, and workforce engagement
• AI for intelligent routing, analytics, RPA, and self-service
• Advanced recording, quality management, and analytics tools
• Scalable for businesses of any size, from SMBs to global enterprises
• Powerful APIs enabling extensive customization and integrations

The Final Verdict: Why Nextiva Wins

When considering Twilio Flex alternatives, Nextiva emerges as an extremely compelling option, especially for small to midsize businesses.

Here’s why Nextiva stands out:

• Ease of use: Nextiva’s greatest strength is its laser focus on simplicity and user-friendliness. Its contact center solution is designed to get businesses up and running quickly without extensive training or hand-holding. The intuitive interface minimizes complexities.
• All-in-one platform: Rather than juggling disparate tools, Nextiva provides an integrated communications hub with VoIP, CRM, and contact center capabilities. This simplifies management and ensures seamless data flows.
• Top-tier support: Complementing the ease of use, Nextiva is renowned for its responsive customer support, providing reliable guidance to keep your contact center humming.
• Scalability: Despite its SMB focus, Nextiva offers scalable solutions that can accommodate growth. As your team expands, you can easily provision more seats and advanced capabilities.
• Cost-effectiveness: Nextiva’s pricing models are designed to provide value to cost-conscious businesses. You only pay for what you use, avoiding excessive enterprise-grade fees.
• Contact center efficiency: Nextiva brings key productivity boosters like AI-assisted routing, self-service tools, and streamlined agent workflows. These drive efficient resolution of customer issues.

If you’re a small to midsize business in need of a powerful yet user-friendly and cost-effective contact center solution, it’s time to give Nextiva a try.

With its intuitive, all-in-one platform, top-notch support, and scalable architecture, Nextiva provides everything you need to elevate your customer experience today while positioning your business for sustainable growth tomorrow.

The quality of your customer service can make or break your business.
According to American Express, one-third of Americans would consider switching providers after just one bad customer service experience. 
That’s right. One bad customer service conversation can be fatal to your business.
It shouldn’t be a surprise. Chances are, you’ve been on the receiving end of difficult customer at least once in your life. Traumatic experience, right?
Skip right to the 9 worst phrases >>>

The opposite of poor customer experience is customer success. Sixteen Ventures CEO and customer service expert Lincoln Murphy define customer service as “the moment when your customer achieves their Desired Outcome through their interactions with your company.”
Skip to the 12 phrases you MUST use >>>
Murphy emphasizes “interactions with your company” to raise a critical point. Your customer experience is not just the use of your product or service. It’s every engagement they have with your company, product, and employees included, where customer service plays a key role.

What dictates customer experience? Your employees.
As CX Journey CEO Annette Franz points out, “the employee experience drives the customer experience. It’s called the spillover effect, or ‘the tendency of one person’s emotions to affect how other people around him feel.'” 
Pro-Tip: We recently published 100+ stats on customer service you definitely need to check out after reading this article.

9 Customer Service Phrases You Should NEVER Say

1. “I’m not sure.”
2. “Let me check.”
3. “I can’t help you.”
4. “Visit our Help Center instead.”
5. “Calm down.”
6. “You’re mistaken.”
7. “I’m having a bad day.”
8. “We’ve never had this issue before.”
9. “Let me call you back.”

The quality of your customer service depends on your customer service team having great communication with your client base.
A lot of lip service gets paid to teaching reps what to say on a customer service call. But it’s equally important to know what not to say.

Exceptional Service, Exceptional Profit author Michael Solomon calls out an excellent customer service practice in his book.
“Great companies develop a set of key phrases to use — and not use — in talking to customers,” says Entrepreneur writer Carol Tice. “Solomon reports that Ritz-Carlton hotel employees carry pocket-sized cards with reminders of recommended and discouraged phrases to use in common scenarios.”
Which is where this article comes in – submitted below are 9 awful phrases you should NEVER say on a customer service call under any circumstances and 12 excellent customer service phrases that you should use frequently.

1. “I’m not sure.”

There are a million better ways to respond to a customer question you’re uncertain of than the outright omission, “I’m not sure.”

This phrase is often used when a customer service representative does not have immediate knowledge of or a solution to a customer’s issue. It’s the verbal equivalent of throwing your hands in the air – it signifies helplessness and lack of competence.

While it’s intended to be an honest admission of uncertainty, it can inadvertently convey unprofessionalism or a lack of commitment to resolving the customer’s problems. Customers may feel frustrated or lose confidence in the service provider, believing that their concerns are not being taken seriously.

You’re better off pushing for more information to get a better idea of what they are saying.

2. “Let me check.”

“Let me check” is a vague phrase that leaves your customer in limbo. It might leave customers wondering about what’s happening behind the scenes, potentially causing anxiety or impatience if they feel left out of the loop.

Rather, be more specific.

For instance, saying, “I am going to verify this detail with our technical team to ensure we resolve your issue accurately,” helps set clear expectations and gives the customer insight into the process.

Don’t use “let me check” in isolation unless you want to raise your customer’s blood pressure unnecessarily.

3. “I can’t help you.”

This should be a no-brainer, but we’ve all been on the receiving end of this phrase with a customer service rep at one time or another.
ChurnZero Director of Marketing Cori Pearce cites “declining help with no context” as an easy-to-miss customer service blunder you should avoid at all costs.

The standalone phrase “I can’t help you” does not belong in the customer service lexicon. While it may be a straightforward acknowledgment of limitations, it can be very disheartening for the customer to hear. This expression can quickly diminish the customer’s trust and confidence in the service provider, making them feel abandoned in their time of need.

A better way to express this is to use phrases like, “Let me connect you with someone who specializes in this area,” or “I will escalate this issue to our senior team to ensure you get the necessary support.” This type of response shows the customer that efforts are being made to resolve their issue, even if the initial contact cannot directly solve the problem.

Also: Per Dimensional Research, 72 percent of consumers see having to explain their problem to multiple people as poor customer service. Therefore – it’s best to set up your customer service CRM process to keep the conversation with one rep as often as possible.

4. “Visit our Help Center instead.”

It’s okay to advise customers to visit your Help Center after completing their customer service request (i.e. in cases where the Help Center has the information they need).
It’s not okay to use the Help Center as a way to get the customer off the call. Telling a customer to reference the Help Center while you’re on the phone with them is like someone you ask for directions handing you a map and saying, “figure it out.” Rude, unprofessional, and a huge turnoff to all.

It can even sometimes come across as dismissive or as shirking responsibility, especially if the customer has already attempted to solve the issue themselves or prefers a more personal interaction.

A better approach is saying, “Our Help Center has a detailed guide on this topic which might be very useful immediately. Would you like me to assist you in finding the right information there?” This approach not only guides them to the help they need but also keeps the interaction supportive and engaged.

Additionally, offering to follow up after customers visit the Help Center can enhance their experience and show a commitment to ensuring their issue is resolved.

Alternatively, opting for a friendly chatbot could save the day when your team is bogged down with calls. Reps wouldn’t be compelled to redirect customers to a help center instead.

5. “Calm down.”

Would you wave a red flag in front of a charging bull? Telling a customer to “Calm down” might as well be the same thing.
If a customer is angry or upset, it is your job as the customer service rep to calm them down by solving their issue, not by telling them how they should be feeling.
To be fair, this is often much easier said than done and can require a great deal of self-control on the part of the customer service agent.
People get irrationally upset, jump to negative conclusions, displace their anger or frustration with something else towards you, et cetera.
But it’s pivotal to maintain control even when your customer is a raging torrent of hate and anguish. Just don’t tell them to calm down.

6. “You’re mistaken.”

Any variation of “You’re mistaken” is disastrous. “You’re wrong.” “That’s wrong.” “Incorrect.” All off limits. This kind of direct contradiction can put the customer on the defensive, potentially leading to an argumentative or negative interaction.

Let’s double-check the first rule of business. Yep. It’s still “The customer is always right.”
Telling a customer that he or she is wrong is committing a cardinal sin. You’re breaking the first commandment of good business.

According to CX czar Blake Morgan, starting in the 1900s, “retailers knew the power of customers. They believed it’s better to trust customers and risk getting taken advantage of occasionally than to get a reputation of being mean or disrespectful.”

The customer can be as wrong as the day is long. The phrase, “You’re mistaken” should never be uttered from your mouth.
Shy away from any language that smacks of correction or direct contradiction to what the customer is saying.

A more constructive response would be, “Let’s review the details together to ensure we’re on the same page,” or “I can see how this information might seem confusing. Let me clarify that for you.”

7. “I’m having a bad day.”

We all have bad days. Negative external forces and events are a reality of life, and it’s up to each and every customer service professional to make sure their customers never hear about them or how they are affecting us.
Your coworkers? Yes.
Your friends and family? Absolutely.
Your customers? Never.

In a customer service context, this kind of personal disclosure can seem unprofessional. It shifts the focus from the customer’s needs to the representative’s personal issues, potentially making the customer feel that their concerns are secondary.

Important tip for customer service managers – if you have a rep who is going through a difficult time and is clearly emotional and struggling to maintain composure on the floor, it’s okay to give that person a quick break to regain his or her composure before interfacing with customers.

As CX expert Colin Shaw astutely asserts on his blog, “Employees are just like Customers in that they are at their best at work when they are Happy and Pleased.”

The bottom line: your employees are a reflection of your business. If they are clearly struggling on the phone with clients, in the mind of the customer, so is your business.

8. “We’ve never had this issue before.”

This futile attempt at reassurance makes no difference in the mind of the customer, who is currently experiencing the issue and now feels more alarmed upon hearing that it’s a new problem your company has never had to solve before.
There are other ways to reassure customers that an issue they may be experiencing is rare and almost certain never to happen again. Whatever you do, do not use the “We’ve never had this issue before” approach.

9. “Let me call you back.”

Our 9th and final awful phrase should be another no-brainer. Yet, many companies fail to realize that no customer is willing to hang up mid-call and wait for you to call them back to finish resolving their issue.
If you need to do some serious research or consulting with your team prior to resolving their issue, let the customer know. Under no circumstances should you blindside a customer with a request to call them back.

Keep your team on the same page.
Try the business phone system with no compromises.

See It

12 Excellent Customer Service Phrases You SHOULD Say

1. “Thank you.”
2. “I can absolutely help you with that.”
3. Great question.”
4. “I understand.”
5. “What else can I help you with?”
6. “How is your day going?”
7. “I appreciate you bringing this to our attention.”
8. “We appreciate your feedback.”
9. “I can do that for you.”
10. “Your business means a lot to us.”
11. “I’m sending an update/confirmation.”
12. “Did you know about our additional service?”

Looking to get ahead of the curve?

Use these 12 excellent customer service phrases to delight and excite your customers while they are on the phone with you.

10. “Thank you.”

Customers love to feel valued. Thanking them throughout the call – from its initial opening to the final sign-off, will dramatically increase the feelings of goodwill from the interaction.
Telling a customer “thank you” can occur at a variety of points throughout the conversation. Thank them for calling in, for being a customer, for raising an issue, for going through a troubleshooting scenario, and for their ongoing business.

Here’s a quick example: Say after resolving a customer’s issue, a representative might say, “Thank you for your patience while we resolved this matter,” or “Thank you for bringing this to our attention.” These phrases acknowledge the customer’s contribution to the interaction, whether it be their patience or their helpfulness in improving the service.

11. “I can absolutely help you with that.”

CX expert Ian Golding defines customer service as, “the assistance and advice provided by a company to those people who buy or use its products or services.”
The customer service phrase, “I can absolutely help you with that,” signals your willingness and ability to help the customer address whatever issue they’re facing. It conveys a strong commitment to the customer, instantly building trust and setting a positive tone for the interaction.

However, using this phrase effectively involves more than just making a promise; it requires follow-through. For example, after stating, “I can absolutely help you with that,” the representative might continue with, “Let me start by verifying your account details,” or “I will need to check the system and update you on the next steps.” This shows the customer a clear path forward and keeps them informed about the process.

Remember – customers are often calling you in a state of anxiety. This customer service phrase immediately dials that down.

12. “Great question.”

You have heard the phrase: “There’s no such thing as a dumb question.”
Guess what? That’s doubly true in customer service.
When a customer hits you with a reasonable query, this phrase affirms the validity of their call and signals that the conversation is heading down a good path. It also sets the stage for a meaningful exchange of information which should be followed by a comprehensive and thoughtful answer that addresses the customer’s inquiry fully.

An example of a follow-up to that can be “Here’s how that works…” or “To answer that, let’s consider…”

Customer Experience consultant and expert Jeannie Bliss captures the integral importance of communication to the customer experience on her blog. “Two-way trust, open and honest communication and fearless sharing are cornerstones of the relationships that come to mean the most to us.”

13. “I understand.”

Another response that alleviates customer anxiety and signals your own competency and ability to help. “I understand” is a great customer service phrase that reassures your customer that they’re on track to solving their problem.

To maximize the impact of “I understand,” follow up with a specific acknowledgement of the customer’s issue or sentiment and then an actionable step or solution.

For example, a representative might say, “I understand how frustrating it must be to experience this delay. Let me check what is causing the hold-up and how we can expedite your request.” This shows empathy and a proactive stance towards resolving the issue.

14. “What else can I help you with?”

The best customer service experience knocks out all customer concerns and issues in one fell swoop.

It demonstrates thoroughness and a genuine interest in the customer’s satisfaction, rather than just resolving a single issue or rushing through the service process. This question invites the customer to voice any other issues or questions they might have, potentially preventing future problems and enhancing their overall experience.

When used effectively, “What else can I help you with?” can make the customer feel valued and cared for, reinforcing a positive perception of the company. It should be delivered with a genuine openness to continue assisting, rather than as a mere formality.

15. “How is your day going?”

This question is a friendly and personable way to start a customer interaction. It helps establish a warm and approachable atmosphere, signaling to the customer that the service provider sees them as a person, not just another ticket number. This can be particularly effective in diffusing tension if the customer is calling with a complaint or problem, as it momentarily shifts the focus from the issue to the human connection.

This approach builds rapport and provides valuable context about the customer’s current state of mind and potentially their patience levels. Understanding this can help the representative tailor their approach to meet the customer’s emotional and service needs more effectively during the interaction.

As further proof, customer success influencer and Forbes Coaches Council author Jeannie Walters lists empathetic and engaging behavior as a trait of customer service superstars.

16. “I appreciate you bringing this to our attention.”

Using “I appreciate you bringing this to our attention” effectively transforms a potential negative situation into a collaborative effort for improvement. It should be followed by an assurance that the issue will be addressed or an inquiry into further details to deepen understanding.

For example, a representative might say, “I appreciate you bringing this to our attention. Could you tell me more about what happened so we can make sure it doesn’t occur again?” This not only shows readiness to act on the feedback but also engages the customer in the problem-solving process.

17. “We appreciate your feedback.”

Similar to the previous customer service phrase, thanking a customer for feedback is a basic move you can execute that signals to your customer that your company is genuinely committed to problem-solving and improving the overall customer experience.

Using the inclusive “we” instead of “I” signals to your customer that you are speaking on behalf of the entire company when you thank them for their feedback.
This also gives you an opportunity to ask for a product or service review!

Pro-Tip: Customer Service consultant and author Shep Hyken recommends using a single-question survey to determine the quality of a customer’s interaction with your business.“The next time you call us, would you want the same person to take care of you? Push 1 for yes and 2 for no.”

18. “I can do that for you.”

When a customer requests something that is within your scope of execution, let him or her know. Again, this customer service phrase quickly signals that the conversation is heading towards a positive resolution of the customer’s problems.

The goal is to mitigate customer anxiety as fast as possible. Use this phrase to get customers to let their guards down.

Additionally, when saying “I can do that for you,” combine this assurance with specifics about how the representative plans to resolve the issue or fulfill the request. For example, a representative might say, “I can do that for you right now. I just need a few details to proceed,” or “I can help you with that. Let’s get started by updating your information.”

19. “Your business means a lot to us.”

Every customer is important, regardless of how much they are paying your business. Treat them as such.

Never miss an opportunity to show gratitude to a customer. Use this customer service phrase early and often in customer conversations.

20. “I’m sending an update/confirmation.”

Making changes to a customer account? Rebooting his or her service? If your company sends a standard confirmation alert upon doing so, let the customer know you’ll be doing so while they are on the call.
Customers always appreciate written verification of issue resolution or account updates. Confirm they will receive one and push the conversation in the right direction.

21. “Did you know about our additional service?”

When the right opportunity to upsell or cross-sell presents itself, use it. If a call has gone well, you can always reference additional products or services that your customer may need but is not aware you provide. Used in the right situations, this phrase can generate more revenue and surprise and delight your customers.

What are the Most Memorable Customer Service Phrases You’ve Heard?

The right or wrong customer service phrase can steer the entire direction of your call. 
If there are two takeaways from this article, they are:

• Choose your words carefully with customers.
• Use a script if need be.  

Remember – the Golden Rule, Karma, and the Law of Nature apply in business just as much as they do in life.

• You should treat your clients the way you would want to be treated.
• What goes around comes around.
• The arc of the moral universe is long, but it bends towards justice.

As the folks who put on Fyre Festival are finding out the hard way, these laws are very real. And they hold major implications for your business based on the customer experience you provide.

If you’re looking for a surefire way to improve the customer service experience in your business, check out Nextiva’s award-winning cloud communications platform for customer service teams.

Delight customers with a virtual phone system.
Fast setup. Easy to use. No hardware.

See It

What does CSAT stand for? CSAT stands for customer satisfaction and can sometimes be synonymous with customer satisfaction score. Businesses use CSAT scores to measure the satisfaction levels of their customers with products, services, or interactions.

You want to ensure every customer has a positive experience, no matter the nature of their interaction. However, measuring the customer experience (CX) involves taking note of several moving parts, and an essential one is customer satisfaction (CSAT).

The CSAT meaning gives a numerical value to the level of satisfaction among your customer base. You start by creating and sending a CSAT survey to follow up on customer interactions, and then you collect and average the responses to your CSAT metric score.

In this article, we’ll break down the meaning of CSAT and how you can calculate a CSAT score. We’ll also touch on tips about how to use the metric to improve your operations.

Here’s what you need to know about customer satisfaction and CSAT scores.

Why CSAT Scores Are Important to Businesses

CSAT scores are a critical customer service metric because they peel back the curtain to reveal how satisfied your customers are with your business.

Here’s what you can do when CSAT is a part of your customer experience overview:

• Monitor customer loyalty because satisfied customers might become repeat customers, buy more over time, and even become brand advocates.
• Flag potential issues before they escalate, preventing customer churn.
• Stand out from competitors with a positive customer experience.
• Retain more customers and reduce the need to constantly acquire new customers.
• Enhance brand reputation with positive feedback that boosts credibility.

You should aim to create the most comprehensive view of your customer experience possible. With more detail from more customer experience analytics, you can get granular with improvements and offer personalized, targeted services and products to your customers.

According to a research team from Boston Consulting Group, adopting a data-first mindset is key to succeeding in today’s competitive business landscape:

“Many retailers are sitting on a fortune of data, yet most neither collect first-party customer data in a structured way nor leverage its full potential. The missed opportunities are massive … setting up a best-in-class loyalty program to collect first-party data and scaling 1:1 personalization offers typically improves revenue and profit by 3% to 5%.”

Source: Boston Consulting Group

Overall, CSAT data can help inform critical business decisions like product improvements, service enhancements, and marketing strategies.

How to Measure Customer Satisfaction

To measure CSAT, follow these steps:

1. Choose a customer survey method to collect CSAT data, like email surveys, phone calls, in-app surveys, or on-site surveys.
2. Design the survey or work with a template with simple, easy-to-understand questions and use a scale or a smiley face system. Usually, they range from “Very satisfied” to “Very unsatisfied,” and sometimes they include a numerical score.
3. Distribute the survey to customers as soon as possible after an interaction to get the most accurate feedback.
4. Calculate your CSAT score by adding up all the positive responses, dividing by the total number of responses, then multiplying by 100 for the percentage.

5. Analyze the results and look for trends and patterns, noting which products, services, or interactions have satisfaction rates that are higher or lower.
6. Take action by developing a plan based on the survey results to target specific pain points, whether those are changes to products, services, or processes.
7. Monitor progress continuously to track improvements and ensure that your changes have a positive impact.

With a goal of continuous improvement, you can incorporate CSAT into your decision-making process overall. Data-driven decisions can help you prioritize projects and initiatives that will greatly impact customer satisfaction and loyalty.

What’s a Good CSAT Score? 

A good CSAT score is entirely relative and will vary depending on industry, company size, specialty, and even geographic region.

Many industries aim for a CSAT score between 70%–85% as a marker of strong customer satisfaction.

The higher the CSAT score, the more satisfied customer responses you receive as a percentage of total responses.

CSAT Score Example Customer satisfaction is crucial in high-turnover, low-loyalty industries like hospitality. Hotels and restaurants rely heavily on satisfaction to drive repeat business and positive word-of-mouth recommendations, and measuring CSAT helps assess service quality and make improvements as quickly as possible.

When Is Best to Measure CSAT? 

The best time to measure CSAT is shortly after a customer interacts with your business. This ensures the experience is fresh in their mind, leading to more accurate and meaningful feedback.

Average survey response rates fall around 33% but can vary from 13%–57% depending on how you conduct the survey (in-person and mail surveys have the highest response rates, while telephone surveys and in-app ones have the lowest).

Measuring CSAT at various touchpoints along the customer journey is also beneficial. It can help you identify areas of improvement at different stages and tailor your efforts to enhance CX.

Example: Measuring CSAT after a customer support interaction can help gauge your support team’s effectiveness while measuring CSAT after a purchase can give you product or service quality insights.

CSAT Pros and Cons 

These are the main pros and cons of using CSAT as a CX metric:

CSAT Pros	CSAT Cons
Easy to understand and communicate across the organization Provides quick feedback for fast changes and closes the loop.  Can help measure specific interactions like support calls Gives insights for proactive customer management	Measures a specific point in time and not overall customer experience Responses can involve sway from extremely happy or unhappy customers Influenced by factors outside your control Might not always provide actionable insights

How to Use CSAT to Boost Customer Retention

While it has pros and cons as a metric, you should aim to understand your customer satisfaction score no matter your business type. 

You can also integrate your CSAT findings with other customer experience metrics, such as Customer Effort Score (CES) and Net Promoter Score® (NPS) to better understand your customers and improve customer experience. 

Provide proactive and personalized support 

CSAT can help you give your customers more tailored, in-depth support that makes them feel appreciated. You can use CSAT feedback to anticipate and address issues before they escalate.

Example: Your customer gives you a low CSAT score after a support interaction, so you reach out to understand their concerns and offer a personalized solution.

This demonstrates that you value customer feedback and you’ll do what it takes to prevent further dissatisfaction.

Use customer advocates for marketing 

CSAT scores aren’t just part of a customer service strategy. They also provide a transparent marketing opportunity: you can share them directly with your customers as use cases for your product. Customer advocates are often some of the most qualified salespeople, so why not take their words directly to convince others of your quality?

You can also use CSAT survey data to spot common pain points and communicate these to customers to gain trust.

Example: You notice a trend of low CSAT scores related to a specific product feature, so you reach out to customers about upcoming improvements to address the issue.

This helps manage customer expectations and shows that you’re actively working to enhance their experience.

Reward customer loyalty

Loyalty programs are great ways to reward customers for providing feedback while maintaining a high CSAT score. You may even create special loyalty tiers for extra-loyal customers over a period of time by using CSAT data to identify customers who choose to share their positive experiences.

Example: You offer a discount and an exclusive product sneak peek to customers who consistently give high CSAT scores for their interactions.

This incentivizes customers to provide feedback and rewards them for their loyalty and positive customer engagement with your brand.

Train to continuously improve

CSAT feedback is key to identifying training opportunities and areas for improvement, both with soft skills and more technical ones. After you analyze and interpret the data to spot the issue, you can monitor CSAT scores before and after an improvement to see how successful the implementation was.

Example: Your customers consistently give low CSAT scores for the checkout process, so you provide targeted training for better purchasing support and overhaul the cart on your site.

This improves customer experience and can improve employee performance and the overall employee experience.

Get Actionable Insights to Drive Retention with Nextiva

When measuring the customer experience, there isn’t just one metric that will give you a pulse on how things are going. You need to take a comprehensive look at how your customers engage with your business throughout their journey.

However, customer satisfaction metrics are key because they offer immediacy, specificity, and simplicity in revealing customer sentiment about your business.

With an AI-driven customer experience management solution like Nextiva, you have the power of data at your fingertips. With a centralized dashboard and data-driven insights, you can confidently manage your customer experience and innovate.

Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

CSAT FAQs

To learn more about CSAT and CSAT scores, read these frequently asked questions.

Imagine two competing brands in the same industry. Brand A limits its presence to Instagram, relying solely on a single channel to promote its product.

Brand B casts a wider net. This brand is active on all major social media platforms, runs targeted ads on Google and YouTube, regularly sends out a newsletter, and even features its campaigns on billboards.

Which brand do you think reaches its customers more effectively and offers a better customer experience (CX)? Brand B, obviously.

This is a clear example of a company using multichannel marketing to reach its audience, provide a positive experience across different channels, and ultimately, boost sales.

In this guide, you’ll learn what multichannel marketing is as well as its benefits, how it impacts the customer experience, and three tips on how to unify your marketing channels for better CX.

What Is Multichannel Marketing?

Multichannel marketing is a marketing strategy that involves engaging with customers across different online and offline channels. Unlike omnichannel marketing, where the different channels are interlinked, multichannel marketing platforms are often in silos: 

For example, if you were to use a multichannel marketing strategy, you might launch a social media ad featuring a special offer. 

Interested customers might then look up your brand online and visit your website. 

There, they can explore the offer further and read customer testimonials or FAQs. For additional queries, customers have options such as chatting with online support or contacting the call center.

The main aim of multichannel marketing is to increase the reach of your marketing message and improve your company’s CX and engagement by being wherever your audience is.

It includes reaching your audience through various channels, including:

• Email
• Social media platforms like Instagram, TikTok, and LinkedIn 
• Websites
• Direct mail
• Printed flyers
• In-person stores
• Direct mail
• Events and trade shows

5 Benefits of Multichannel Marketing

Multichannel marketing campaigns rely on data-driven insights, personalized messaging, and unified experiences across various channels to:

1. Reach more people 
2. Increase engagement 
3. Drive conversions 
4. Build brand loyalty 
5. Gain deeper customer insights

Let’s look at these benefits in more detail.

1. Reach more people

Your customers are everywhere. They’re scrolling through social media feeds, checking emails, and visiting in-person stores. 

With multichannel marketing, you can reach them through all those channels. Potential customers can discover your brand, find the information they need, and make purchases more easily. 

The results? Increased brand awareness, enhanced customer engagement, and more sales.

2. Increase engagement

Multiple touchpoints give customers more opportunities to engage with you on their preferred channel. 

This makes your CX more accessible and convenient. People are also more likely to interact with and remain loyal to a brand that engages with them where they’re most comfortable.

For instance, imagine that your company has a contact center and offers in-app tutorials. 

A customer who prefers direct communication can easily reach out to the contact center for immediate assistance. Meanwhile, another customer who favors self-service can benefit from the in-app tutorials by getting to know your product at their own pace.

3. Drive conversions

Each touchpoint in multichannel marketing is an opportunity to streamline the customer journey with consistent messaging and calls to action:

A marketing message that’s consistent across all channels reinforces your brand and what you’re offering. This repetition makes customers more familiar with your product or service and gradually builds their trust in your brand. 

And as long as you include clear calls to action, they know exactly how to make a purchase or what step to take next, increasing conversion rates.

Imagine you run a health and wellness website. 

So you post an engaging article about healthy eating on your blog and share snippets of the article on social media. In your newsletter, you include a link to a free meal planning guide, which requires an email signup — your direct call to action.

A reader who’s been following your blog and social media posts and finds value in your content will be more inclined to sign up for the guide than someone who’s had less exposure to your brand.

4. Build brand loyalty

Effective multichannel marketing helps build brand loyalty by ensuring that your audience has consistent, positive interactions with your brand across various channels.

And positive interactions are good for your brand because 80% of consumers find the experience a company provides equally as important as the company’s products or services. 

By consistently engaging with your customers across different channels, you’ll build a loyal following.

These loyal customers could even become brand advocates by sharing their positive experiences with others, leaving good reviews, and recommending your brand to friends and family.

5. Gain deeper customer insights 

Marketing on many different channels allows you to gather information from various sources. 

You can then use the customer data you gather to personalize your marketing efforts, remove sales blockers, and optimize your strategies to improve conversion rates.

By tracking customer behavior and engagement across different channels, you can gather valuable insights on your audience, including:

• Preferred communication channels and content types
• Demographics and attributes 
• Product preferences and purchase history
• Response rates to different marketing and call center campaigns
• Peak engagement times and online activity patterns
• Feedback and satisfaction levels

How Successful Multichannel Marketing Impacts Your Customer Experience

Here are four ways a multichannel marketing approach helps improve your CX and brand reputation:

1. It puts your audience in control.
2. It feeds into personalization. 
3. It creates a seamless customer journey. 
4. It leads to faster issue resolution.

Let’s look at each of these outcomes in more detail.

1. It puts your audience in control

Multichannel marketing allows customers and prospects to interact with your brand on their terms —  anywhere, anytime. 

Sportswear company On Running is an excellent example of being wherever your audience is. They use OFF, their in-house magazine, to share inspiring athlete stories and showcase their latest products.

They’re also active on social media platforms, with 46,000 followers on TikTok and 1.6 million followers on Instagram:

Finally, they team up with athletes to help people interact with them through their favorite sports influencers. All these interactions complement their direct-to-consumer online and in-person stores.

2. It feeds into personalization

Being on different platforms means you can tailor your CX, offering your target audience exactly what they want where they’re most active.

For example, you can analyze the types of content your audience engages with most on each platform. 

If they interact a lot with how-to videos on social media, you could focus on creating more of these videos. 

If they tend to download white papers or case studies from your website, you can tailor your newsletter to highlight these resources. 

This way, you’re not only providing content that interests them but also making it available on their preferred platform, enhancing their overall experience with your company.

3. It creates a seamless customer journey

By using the same data and strategies across different channels such as email, social media, and in-store interactions, you ensure that your customers get a uniform message and brand experience. 

So whether they’re shopping online or in your physical store, the experience feels continuous and familiar.

Seamless journeys are crucial because customers expect a consistent experience regardless of the channel they use. If customers feel a disconnect in their interactions with your business, they can become frustrated and lose trust in your brand.

On the other hand, customers who experience consistency and personalized attention are more likely to remain engaged, make purchases, and recommend your brand to others. 

4. It leads to faster issue resolution

Nobody likes waiting for support, especially when it puts their business on hold. 

A successful multichannel marketing strategy ensures that customers have multiple ways to reach you when they need help, including:

• Chatbots for quick questions
• Knowledge bases for self-service troubleshooting 
• Email support for more complex issues
• Contact centers to speak to a human in real time

Pro tip: Be careful with chatbots. They might seem cost-effective, but customers often rank chatbots as the least desirable support option:

This means you should always ensure that other touchpoints are available so customers can get the support they need whenever they need it.

3 Ways to Unify Marketing Channels for Better Customer Experience 

Customers get confused when your marketing on different channels appears disjointed. Creating a unified experience can boost customer satisfaction, build stronger relationships, and help you meet your growth goals. 

Here are three ways to make that happen:

1. Combine data for a holistic view 
2. A/B test your multichannel approach 
3. Focus on customer lifetime value

1. Combine data for a holistic view

When you focus on just one type of data, like website analytics, you limit yourself to just one part of the story. 

But when you add more information, like customer feedback and support interactions, you start to see the whole picture. 

Imagine that your marketing team has noticed a dip in online sales conversions through your website analytics.

Meanwhile, your CX department is receiving complaints about confusing checkout processes.

If your marketing and customer experience teams worked together, the combined CX metrics would likely help them discover that the decline in sales could be linked to the checkout process. 

Now that they have the whole picture, they can work on addressing the issue, potentially recovering the loss in sales and improving the CX.

Start by identifying the key touchpoints customers use to interact with your brand. These might include your website, social media platforms, customer service calls, email inquiries, and online reviews. 

Next, use an analytics tool that can integrate the data from these touchpoints. 

Look for patterns and correlations in the data. 

For example, are there high traffic times on your website that correlate with many customer service calls? 

Are there common issues mentioned in online reviews and customer emails? 

Once you identify these patterns, you can take targeted actions to address any problems and ultimately improve the overall customer experience.

2. A/B test your multichannel approach

A/B testing is a method where you compare two versions of a marketing asset to see which one performs better. 

This can involve testing different aspects of your multichannel approach, like your email formats, social media content, or in-store promotions. You can even A/B test your buyer personas to ensure you deliver the right message to the right people through the right channels.

The first step is to identify which elements of your multichannel strategy you want to test. 

These could be the wording of your calls-to-action, the design of your ads, the timing of your email campaigns, or the type of content you post on different platforms. 

Once you’ve pinpointed the elements you want to test, create two different versions of each and deploy them simultaneously to similar audience segments. 

By analyzing the performance of each version, you can determine which resonates better with your audience and optimize your multichannel strategy accordingly.

3. Focus on customer lifetime value

Customer lifetime value (CLV) represents the total revenue a customer is expected to bring to your business over the entirety of their relationship with you.

By factoring CLV into your marketing mix, you can prioritize long-term relationships and customer retention over short-term sales.

Start by measuring the CLV for each of your traditional and digital marketing channels. The goal here is to understand which channels bring in customers with higher lifetime values.

This way, you can adjust your strategies to strengthen and invest more in channels that are proven to attract and retain high-lifetime value customers. 

Multichannel Management with Nextiva

Multichannel marketing expands your brand’s reach by letting you tailor your messaging to different platforms, drive conversions, and track customer data more successfully. 

However, managing multiple channels can become overwhelming and disjointed without the right tool.

This can lead to inconsistent customer experience, unsuccessful marketing efforts, and a greater workload for your team.

That’s where Nextiva steps in.

Nextiva’s AI-powered cloud-center software integrates your customer communication channels, including phone, SMS, email, video chat, and social media, to ensure a unified customer experience. 

By using Nextiva, your customer success agents can pass on valuable insights on customer behavior across channels, helping you refine your marketing strategies and improve customer engagement.