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5 ways to retain your customers!

6 May 2025 No Comments

< Return to blog 5 ways to retain your customers! Customer loyalty program Customer service Customer feedback A loyal customer through a relationship of trust Evolution of the offer Building customer loyalty is essential to the growth and stability of any business. This article explores five key strategies for strengthening customer loyalty, from setting up loyalty programs to improving the customer experience. By taking a proactive approach and listening to feedback, companies can build lasting relationships with their customers, keeping them coming back for more. Discover these tips for turning your occasional customers into loyal brand ambassadors. 1. Your customer loyalty program By offering your customers promotions and discount vouchers, you save them money, and they love it! Don’t hesitate to reward your most loyal customers with even more attractive promotions… In addition, loyalty programs have two main advantages: Encourage the customer to come back and buy more. Collect valuable data to perfect your customer experience. Finally, loyalty programs reduce your customers’ volatility and increase their average basket size. 2. Customer Service Customers expect fast, relevant answers. That’s why you need to develop multiple contact channels. This way, you can meet your customers’ needs just as effectively, whatever channel they use. You can see how to develop an omnichannel strategy here. It is also imperative that your customer service has access to your commercial information in order to best meet the needs of your customers. Finally, having impeccable after-sales service allows you to develop a relationship of trust between the company and the customer. 3. Customer feedback It’s important to take your customers’ opinions seriously. On the one hand, it enables you to improve your customer service, and on the other, it shows your prospects and customers that you care about them. There are many ways to do this: conduct surveys, set up a discussion forum or a blog where customers can comment on articles. A satisfied customer recommends your company wholeheartedly. 4. A loyal customer through a relationship of trust A long-lasting, trusting relationship is an essential pillar of customer loyalty. To achieve this, your online and offline communication must be clear and unambiguous. In addition, you need to personalize all messages, send contextual messages, adapt your content to your target audience, etc. 5. Evolution of the offer Today, it’s no secret that customers are increasingly demanding and well-informed about the products and services they want. So, on the one hand, the offer must evolve in parallel with consumer needs. On the other hand, it must keep pace with competing offers, in order to match them. To do this, it is important to communicate with after-sales service and take into account positive or negative reviews. Nixxis is your partner of choice for improving customer relations. Ask for a demonstration of our solution Nixxis Contact Suite . Would you like to build your own customer database? Click here I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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5 Key practices to improve your customer service

6 May 2025 No Comments

< Return to blog 5 Key practices to improve your customer service Train your teams to the fullest Patience is a virtue Promote empathy Establish appropriate communication channels Use a CRM platform Over the last 2 years, with the Covid 19 pandemic, many companies have had to review their approach in order to ensure their survival. One of the main things to consider for the survival of any business, is how it treats its customers. Customer service is a major aspect of any business as it defines the experience of customers before and after purchasing the product. your product or service. Additionally, with the endless evolution of communication technologies, you communicate with your customers using their preferred methods – text, chat, email, website, social media, etc. Customer service isn’t just about providing answers; Nowadays, it’s part of your company’s identity and brand. ➡️ Here are 5 key practices you should consider to improve your customer service: 1. Train your teams as much as possible It seems pretty obvious to say that your employees need to be efficient, but how do you become efficient? The answer is training! Your teams should be carefully trained on the product or service you are offering so that anyone with a query feels reassured that it will be clear that they are in good hands. The more you train them, the faster they can handle customer queries, resulting in improved efficiency and customer satisfaction. 2. Patience is a virtue Many of us have experienced unhappy customers who can often be loud, angry and vulgar. Especially since with the pandemic, scientific research has shown that “long-term isolation creates negative emotions […] and stress (Hawkley and Capitanio, 2015)”. As part of training, your customer service team should learn how to defuse tense situations. Staying calm, choosing words carefully, being honest, making customers feel understood and that you are doing everything in your power to help them – these are important things to keep in mind. The fruit of patience is beneficial. 3. Promote empathy Now let’s talk about empathy and how it impacts customer service. In this case, empathy allows the effort to put yourself in your customer’s shoes. To do this, your team must be trained to listen. Your customers will have the impression that they are understood, taken seriously and that everything is done to meet their expectations. Sometimes there is no solution to the problem. Empathy will assure them that you did everything you could to help and it will keep your customer happy, even if the problem hasn’t been resolved. 4. Set up appropriate communication channels Sometimes your agents won’t have the knowledge or skills to resolve a problem. In such cases, you need to set up appropriate channels. Your agents need to know exactly who they should forward the request to. Additionally, it’s important to remember that communication works best both ways, so if your agents feel like they need to ask customers additional questions to better help them resolve the issue, ask them! 5. Use a CRM platform An omnichannel customer relationship management platform brings improvements at every level! By omnichannel, we mean a platform that can communicate with your customers via their preferred method while centralizing all data relating to each customer. This will help you improve your overall efficiency because with each client you will be able to quickly retrieve their file through which you will have a history of all conversations, problems and solutions, which will allow agents to better manage each case in a manner personalized. What about in 2022? Find out by clicking here View the article View the article Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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How to optimize your performance through Quality Monitoring?

6 May 2025 No Comments

< Return to blog < Return to blog How to optimize your performance through Quality Monitoring? What is Quality Monitoring? The 4 objectives of QM Put into practice Advantages The role of Artificial Intelligence in quality control Conclusion In an increasingly competitive business landscape, customer satisfaction is the key to success. One of the most effective ways to ensure this satisfaction is Quality Monitoring (QM), an essential process for evaluating and improving the quality of interactions with customers. Discover through this article how QM is a fundamental pillar for optimizing the operational efficiency of your advisors while providing them with valuable insights to improve their actions. 1. What is Quality Monitoring? Quality Monitoring, often called “QM”, represents much more than the simple evaluation of a service or an advisor. It’s a meticulous, ongoing process that aims to scrutinize and dissect customer interactions across various channels, from phone conversations, to email and chat, to customer feedback themselves. Its primary objective is to guarantee impeccable quality standards throughout the range of services offered by a company. 2. The 4 Objectives of QM a) Improve the Customer Experience Quality Monitoring acts as a prism revealing the specific expectations and needs of customers. By scrutinizing interactions, he deciphers the underlying reasons for requests and concerns. This makes it possible to personalize and adjust the approaches, responses and solutions offered, thus providing a tailor-made customer experience. By deeply understanding individual expectations, QM helps strengthen customer engagement and loyalty to the brand, positioning them as true stakeholders in the business. b) Identify strengths and weaknesses The QM presents itself as a performance detector, revealing both the positive aspects to be enhanced and the areas to be optimized. By analyzing each interaction, it highlights the company’s strengths, best practices and behaviors to encourage. At the same time, it proactively identifies potential gaps or failures, allowing corrective actions to be initiated. This iterative process guarantees continuous improvement and constant evolution of practices, thus ensuring optimal and differentiating service. c) Increase compliance with quality standards QM establishes a compliance compass, aligning interactions with pre-established rigorous quality criteria. This rigor guarantees consistency in the provision of services, reinforcing the reliability and credibility of the company. By ensuring that each interaction meets established standards, QM helps maintain a consistent and professional image, greatly strengthening customer trust in the brand. d) Train and develop teams As a real engine of development, Quality Monitoring uses the data collected to shape appropriate training programs. These targeted initiatives aim to strengthen the skills of teams, whether in terms of communication, problem solving or management of delicate situations which can very quickly arise in the context of a new teleadvisor who has barely started his mission. By investing in the development of advisor skills, QM raises the level of individual and collective performance, thus providing better operational efficiency and excellent quality of service. 3. Putting Quality Monitoring into Practice Several methods are used to perform QM: a) (Double) Listening to calls Analyzing telephone calls remains the best way to evaluate the skills of your co-advisors. Thus, quality monitoring makes it possible to go beyond simple listening and in particular to detect moments of customer satisfaction or frustration, to evaluate the communication skills of advisors, but also to detect opportunities for improvement for consolidate processes and perfect interaction techniques. As we explained beforehand, this technique has proven its effectiveness, particularly for beginner advisors. b) Evaluation of emails and chats Beyond formal writing, it makes it possible to assess the quality of written communication. It focuses on the clarity and effectiveness of the message transmitted. Quality Monitoring then makes it possible to identify the advisor’s strengths, but also potential areas for improvement. This detailed analysis offers concrete ideas for improving the writing, structuring and relevance of the responses provided by the advisor. c) Case studies Prevention is better than cure ! The case study provides advisors with an in-depth view of customer interactions. It allows you to observe various scenarios, highlighting best practices as well as the problems likely to be encountered when making contact. d) Analysis of customer feedback What could be better than customer feedback to find out if the service that the company offers is qualitative? Exploiting customer feedback is a real gold mine for Quality Monitoring. It detects customer satisfaction or dissatisfaction directly through the rating or the associated comment. This feedback allows advisors to directly detect whether the answers he provides are relevant, as well as the recurring reasons for which he is criticized. By doing so, QM offers advisors well-founded avenues for improvement to adjust services and better meet client expectations. Just as solutions evolve, so do customers. Discover the needs of the new customer 23.0! I am reading the article 4. The advantages of Quality Monitoring QM brings a series of significant benefits: Increased customer satisfaction: By identifying issues and friction points in interactions, it helps optimize processes and practices, providing smoother and more personalized experiences. Reduction of errors and complaints: It detects and identifies areas of failure, to provide the company with the opportunity to rectify faulty processes and significantly reduce errors and customer complaints Improved employee performance: Feedback collected by QM not only evaluates interactions, it also informs training programs and provides learning and growth opportunities for teams, regardless of skill level and advisor experience. Strengthening regulatory compliance: Compliance with regulations is undoubtedly a difficult point to respect, but nevertheless constitutes a real necessity. The QM serves as a shield against fines and other sanctions by ensuring consistent compliance with pre-established regulatory standards. In the other direction, it also reassures the customer about the use of their data. 5. The role of artificial intelligence in quality control The evolution of artificial intelligence (AI) technologies brings powerful tools, particularly in monitoring the quality of interactions. Whereas traditional quality monitoring relied primarily on manual listening and subjective assessments, AI-powered tools now enable a faster, more precise, and more comprehensive approach. Integrating AI into quality monitoring processes offers several major advantages,

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Choosing the best telephony solution according to your call distribution method in 2025

5 May 2025 No Comments

< Return to blog < Return to blog Choosing the best telephony solution according to your call distribution method in 2025 Essential features for an effective telephony solution Scalability of the tool Ease of use Reliability and availability Data Security Performance Analysis Flexibility of communication channels within the same telephony solution Conclusion In recent years, customer relations have become a key differentiating factor and rightly so! Companies are now placing increased importance on optimizing their customer services. With this in mind, call distribution, the central process of managing incoming calls and distributing them to agents, is of crucial importance in choosing the best telephony solution for your company. With so many vendors on the market, choosing the right telephony solution is no easy task, but considering the power of the ACD can be crucial in your selection. To help you make this choice, we’ve outlined several key criteria to consider during your evaluation. Indeed, the chosen telephony solution must meet specific requirements in order to guarantee an optimal customer experience and maximum operational efficiency. 1. Essential features for an effective telephony solution a) Intelligent call routing based on multiple criteria At the heart of effective call management is the ability to route calls to the most qualified and directly available agents. It requires an intelligent routing system taking into account various criteria, such as: Agent skills: Identifying agents with the skills required to handle each call helps ensure rapid and efficient resolution of customer requests. Waiting time: The balanced distribution of calls between agents helps minimize waiting times and improve customer satisfaction. Agent availability: The system must identify in real time the agents available to handle incoming calls and thus optimize resource management. b) Customizing routing rules Flexibility is a major asset in call distribution. The ability to customize routing rules allows the system to be adapted to the specific needs of each company. By defining certain rules, it is possible to prioritize urgent or most profitable calls, direct customers to dedicated agents, or even implement routing strategies based on language or geographic area. c) Seamless integration with CRM tools For an optimal customer experience, the chosen software must integrate seamlessly with CRM and business tools. This integration provides access to relevant customer information upon receipt of the call, including interaction history, current orders and even personal preferences. Agents can thus offer personalized customer service, contextualizing each interaction. 2. Scalability of the tool a) Managing exponential growth without compromise The ability to adapt is essential in the Customer Relations sector. The chosen telephony solution must be able to adapt to the growth of the company and manage a larger number of users and fluctuating call volumes. This scalability ensures that the company can meet demand without compromising service quality or operational efficiency. b) Management of call peaks Companies often face peaks in activity, particularly during promotional campaigns or holiday periods. A good telephony solution must be able to withstand these traffic peaks, requiring a robust infrastructure capable of handling high call volumes without experiencing slowdowns or failures. It must also allow for the establishment of overflow strategies which will limit the number of abandoned calls. c) Adaptation to load requirements Every business has its own way of operating and different needs when it comes to call management. You must be able to personalize its settings and functionalities based on call flows, to optimize resource allocation and streamline processes. 3. Ease of use a) An user-friendly interface In a successful call center, agent and supervisor productivity is paramount. To ensure this, a fluid and intuitive interface remains the best option to facilitate the use of the interface and reduce training times. b) Complete user guides For optimal use of the solution, detailed and accessible user guides are essential. These guides must provide clear and precise instructions on all the functionalities of the solution, illustrated by concrete examples and screenshots. They must also be regularly updated to reflect product developments and new features. c) Automatic reporting of customer files Speedy caller ID is the key to a successful customer experience. Upon receiving the call, relevant customer information should be automatically displayed on the agent interface. 4. Reliability and availability a) Resilience to failures In a call center, continuity of service is essential to be able to meet the objectives defined by your customers. The solution must be based on a redundant infrastructure, capable of minimizing service interruptions in the event of hardware or software failure. This redundancy makes it possible to automatically switch to backup systems in the event of a failure to ensure continuity of operations. b) Responsive technical support Even the most reliable solutions can encounter technical problems. When a breakdown occurs, effective technical support is essential. A team of experts should be available to quickly diagnose issues, provide appropriate solutions, and restore the solution to normal operation as quickly as possible. c) Regular maintenance system for optimal performance To maintain tool performance and long-term reliability, a regular maintenance system is required. Regular software updates, bug fixes and optimizations help ensure that the solution remains up-to-date, stable and efficient. 5. Data security a) Data encryption Data encryption at all stages of communication is essential. This encryption helps protect sensitive customer information, such as names, addresses, phone numbers and payment data, from unauthorized access and data leaks. b) Compliance with safety standards for impeccable compliance Data protection regulations, such as the GDPR (General Data Protection Regulation), impose strict data security requirements. Compliance with these standards is mandatory, and software must be able to ensure data protection to ensure customer trust. c) Strong authentication Cyberattacks pose a major threat to data security. Strong authentication mechanisms are necessary to protect access to systems. This may include the use of complex passwords, physical security keys, or multi-factor authentication (MFA), which requires additional verification to confirm the user’s identity. d) Monitoring and logging user activities An important feature in data security is the ability to monitor and log user activities, in order to detect

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How does automatic call distribution work?

17 April 2025 No Comments

< Return to blog < Return to blog How does automatic call distribution work? ACD: what is it? Differences between ACD and SVI The different types of call distribution 5 good reasons to use automatic call distribution Conclusion Automatic call distribution (ACD) is an essential component of modern contact center solutions, enabling efficient and optimal management of incoming call flows. Designed to improve the customer experience while maximizing operational efficiency, ACD automatically assigns inbound calls to the agents best qualified to meet their needs. This technology relies on several distribution methods, each adapted to specific contexts. In this article, we’ll explore ACD in detail, how it differs from interactive voice response (IVR) systems, and the eight commonly used delivery types 1. ACD: What is it? ACD, or automatic call distribution, is an inbound call management system that automatically directs calls to available agents. This system uses various algorithms to assign calls based on different criteria such as agent availability, specific skills, call priority, etc. The main objective of the ACD is to optimize response time and ensure a fair distribution of workload among agents, thus ensuring maximum customer satisfaction. 2. Differences between ACD and SVI Although often confused, ACD and IVR are two distinct components of contact center solutions. The ACD is responsible for distributing calls to agents, while the IVR is an interactive system that guides callers through a voice menu to meet their needs or direct them to the right department or agent. While ACD focuses on call flow management, IVR provides an interactive interface for callers before they are routed to a specific agent. 3. The different types of call distribution a) Fixed routing Fixed routing involves assigning inbound calls to specific agents in a predetermined manner. For example, calls can be directed to a specific agent based on the number the caller dials or the service requested. This type of distribution is effective when callers have specific needs and require specialized assistance from the start of the call. b) Round robin routing Round-robin routing distributes calls sequentially to available agents in the order they were received. Each new call is assigned to the agent who has been available the longest, ensuring a fair distribution of the workload. This type of distribution is suitable for contact centers where priority is given to managing queues in a fair manner. c) Routing to the least active agent This method directs calls to the agent who has the fewest calls in progress or who has been idle for a specified period of time. This ensures efficient use of resources by maximizing the productivity of less busy agents. Routing to the least active agent is ideal for contact centers where workloads vary widely. d) Routing based on timetable Schedule-based routing directs calls based on agent availability according to their pre-established schedule. For example, calls can be directed to available agents during peak hours or outside of regular business hours. This type of distribution guarantees a balanced distribution of the workload throughout the day e) Simultaneous distribution Concurrent distribution sends a call to multiple agents simultaneously until one of them accepts the call. This helps reduce wait times for callers and optimizes overall response time. Simultaneous distribution is particularly effective for short calls where a quick response is crucial. f) Weighted routing This method assigns calls based on a pre-established weighting for each agent, based on criteria such as skills, experience or past performance. Calls are routed to agents with the highest weighted score, ensuring optimal allocation based on each agent’s capabilities. g) Value-based routing Value-based routing assigns calls based on the value assigned to each call based on predefined criteria such as customer status, problem type, or sales potential. Calls are directed to agents best equipped to handle high-value situations, maximizing sales opportunities and customer satisfaction. h) Data-driven routing This method uses real-time data about callers, such as interaction history, account information or preferences, to direct calls to the agents best suited to their specific needs. Data-driven routing provides increased personalization of the customer experience and faster problem resolution. 4. 5 good reasons to use automatic call distribution a) Improving customer satisfaction Automatic call distribution enables smoother and more intelligent management of incoming calls. By significantly reducing wait times, it improves the customer experience from the very first seconds. Thanks to intelligent routing, each call is directed to the most appropriate agent from the first contact, promoting quick and efficient resolution of requests. The result: a significant reduction in the number of abandoned calls and increased customer satisfaction. b) Increase in agent productivity By optimizing call distribution, automated dispatching promotes an increase in first-contact resolution rates. Better-focused and prepared agents can handle requests more efficiently, reducing unnecessary transfers and processing times. This increased efficiency translates directly into an increase in the number of calls handled, without compromising service quality. c) Improved profitability Automatic call distribution enables strategic call flow management, taking into account the priorities and value of each call. By directing interactions based on their urgency or profitability potential, it optimizes human resource allocation. This improved workforce management results in an overall improvement in call center performance, with increased productivity and more agile service. d) Improved call monitoring With access to real-time data and statistics, automatic call distribution provides a clear and instant view of contact center activity. This visibility allows for rapid identification of areas for improvement, whether related to internal processes or individual performance. By facilitating continuous analysis, it contributes to more informed, responsive, and results-oriented decision-making. e) Better management of activity peaks Automatic call distribution enables intelligent and balanced distribution of interactions between agents, thus avoiding individual overloads. It improves queue management by reducing excessive wait times and streamlining request processing. At the same time, the implementation of overflow strategies guarantees continuity of service even during peak periods, thus ensuring consistent quality of support. 5. Conclusion In conclusion, automatic call distribution (ACD) is a crucial element of contact centers, allowing the most efficient management of inbound

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Is cold calling dead? No, but it must reinvent itself by 2025

17 April 2025 No Comments

< Return to blog < Return to blog Is cold calling dead? No, but it must reinvent itself by 2025 A changing context New trends in cold calling Challenges and perspectives 5 key tips for successful prospecting calls Conclusion Telephone prospecting remains one of the best ways to establish a direct connection with potential customers, but its success depends in part on a well-developed strategic approach. Let’s set the context: today, we all receive prospecting by email, on social networks or even by SMS. Distrust is therefore essential when we receive a call whose number is unknown to us. Telephone prospecting, an ancestral method for selling products and services, then becomes even more complex to implement. It is not a question of going straight to the point without prior preparation, in which case it would be a dismal failure. In this article, we present the crucial elements to transform your telephone prospecting into a successful strategy focused on concrete results. 1. A changing context Telephone canvassing, omnipresent in our commercial landscape, has never ceased to arouse controversy. In 2025, its evolution will take shape in new and complex forms, profoundly influenced by three drivers: a) The rise of digital The explosion of digital communication channels, such as emails, SMS, chatbots and social networks, is redistributing the canvassing cards. Companies are adapting by integrating these new tools to reach their target in a more efficient and targeted manner. This diversification of touchpoints offers a multitude of options for interacting with potential customers, but also raises ethical and legal questions about the use of personal data. b) Stricter regulation Faced with abuse and consumer exasperation, governments are adopting stricter legislation to regulate telephone canvassing. The Frequencies/Schedules Decree of 2023 (Naegelen Law) is one example among many others, limiting, among other things, call time slots, the number of requests over a given period and strengthening sanctions in the event of non-compliance. This trend aims to protect consumers against intrusive and abusive practices, while encouraging responsible use of cold calling. c) Informed and demanding consumers Consumers, over-demanded, are increasingly suspicious. They expect personalized interactions, respectful of their needs and their personal data. It is an observation that cold calling is no longer as effective as it was in the past and this development requires companies to adapt their approach to offer a more fluid and relevant customer experience. Transparency and respect for consent become key elements to gain customer trust and guarantee the success of cold calling. 2. New trends in cold calling a) Refined targeting and personalization of the exchange Artificial intelligence helps refine call targeting by analyzing prospect behaviors and data. Companies can thus identify potential customers most likely to be interested in their products or services, and adapt their sales pitches according to their needs and expectations. This approach makes it possible to improve the effectiveness of canvassing and maximize the chances of conversion. b) Omnichannel Cold calling is no longer just about making simple calls. It fits into an overall marketing strategy using different channels, such as email, SMS, chatbots and social media, to maximize impact and create synergy across touchpoints. This omnichannel approach greatly improves the customer experience and increases brand recognition. 3. Challenges and prospects a) Fight against abuse and compliance with regulations Compliance with regulations and the protection of personal data remain major challenges for cold calling. Companies must adapt to new legislation and implement transparent and ethical practices to avoid sanctions and preserve consumer trust. The establishment of control and monitoring procedures is essential to guarantee compliance with the rules and prevent abusive practices. Unfortunately today, many contact centers or companies using cold calling do not have the adequate tools to ensure full compliance with regulations. b) Consumer trust Developing a relationship of trust with customers is essential for the success of cold calling. Today, as individuals, we have to deal with countless fraudulent calls, coupled with malicious SMS and emails that will encourage you to click on bad links. Businesses must adopt the most transparent and respectful approach possible, ensuring customer consent before contacting them and responding to their questions and concerns. Establishing a code of ethics and a complaints handling system can help strengthen customer trust and improve the company’s image. c) Telephone innovation Artificial intelligence will continue to transform the cold calling landscape. Businesses must embrace this technology to optimize performance, personalize interactions and improve the customer experience. The use of intelligent chatbots, predictive analytics tools and voice recognition systems can help increase the effectiveness and relevance of cold calling. 4. 5 key tips for successful prospecting calls a) Construction of a solid argument A pre-constructed pitch isn’t just about listing the features of your product or service. It must anticipate potential objections and highlight specific benefits that meet the prospect’s needs. Thorough knowledge of your offering is essential, as is structuring a persuasive speech. By preparing these elements in advance, you will be better equipped to handle the call with confidence, reduce unnecessary stress, and answer the prospect’s questions convincingly. b) Personalization of the exchange The personalization of the exchange goes beyond the simple use of the prospect’s first name. This involves using a CRM to access advance information about the prospect. By understanding their specific needs, you can tailor your speech to pique their interest. For example, if you know they are interested in quick solutions to implement, emphasize the speed of implementation of your product or service. A personalized call will be more likely to hold their attention, thus paving the way for an argumentative exchange. c) Use a CRM! Calling is good, but following up post-call is even better! To do this, everyone has their own method: a simple, traditional Excel file… or a real CRM (Customer Relationship Management) tool. The latter allows you to have an overview of the history of exchanges with a prospect at a glance. From specific feedback to contact preferences and desired call-back times, a well-used CRM provides a deep understanding of each

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New telemarketing trends in 2025

31 January 2025 No Comments

< Return to blog < Return to blog New telemarketing trends in 2025 Favor a customer relationship “powered by AI” WhatsApp Business API: the preferred channel in 2025 ABM, the golden rule for retaining your customers Let’s Be Kind and Protect Data To summarize In 2025, telemarketing remains a major activity for call centers and teleprospecting companies, but it is evolving towards new, more efficient channels to boost lead generation. It is clear that outbound call campaigns are no longer enough to attract new customers. How can you stand out in this regulatory-saturated environment? What strategies should you put in place to bring a breath of fresh air to your business? In this article you will discover 4 methods to boost your lead generation. 1. Favor a customer relationship “powered by AI” Artificial Intelligence and its numerous automations are revolutionizing the world of telemarketing. Let’s be realistic, a large part of interactions today are automated (or at least automatable) on a daily basis. In fact, 70% of companies* today use AI solutions to improve their customer service, 46% of which have automated at least half of their customer interactions. The automation of interactions is very present in writing: emails, SMS, chat, social networks… Before long, the vast majority of these channels will be managed by AI. Sources: Zendesk AI-Driven CX Report 2024, Learnthings, Statistics Canada, France Travail, State of Skills What about phone calls? If we had told you twenty years ago that they could be automated by robots, you wouldn’t have believed us. Yet this mechanism is gradually starting to spread within call centers. You’ve probably already received a call where the advisor’s voice seemed a little… different, almost mechanical? Were the answers they gave you too perfect, without an ounce of hesitation? You’ve surely interacted with a voicebot! These virtual assistants, equivalent to oral chatbots, are designed to hold fluid and convincing conversations with consumers. Well-prompted, trained, and connected to databases updated in real time, they allow companies to considerably improve the effectiveness of their prospecting campaigns and the quality of the leads generated. As reinforcement for campaigns with high call volumes, or to free up your advisors for higher value-added tasks, these technologies are increasingly emerging as essential allies. Moreover, according to the Chatbot Observatory, 29% of companies in France use a voicebot daily to reduce the burden on their customer service and support their self-care strategy. A relevant example of this use of chatbots is illustrated by our partner Volubile, a company co-founded by Stéphanie Delestre, which you have surely already seen in the show “Qui vous être mon associate(e)”. Specializing in the intelligent management of voicebots, Volubile brings the technology that many companies were missing, radically transforming the way they interact with their customers. The result is significant gains in terms of operational efficiency and the quality of the data collected, while simplifying the execution of call campaigns. When it comes to data, the possibilities are numerous! Have you ever considered implementing predictive scoring for your leads? The latest AI tools analyze data from multiple sources, such as CRMs or call histories, to assess the likelihood of a prospect becoming a customer. This technology not only allows you to estimate your chances of conversion, but also to prioritize leads with the highest potential, thus optimizing your sales efforts on the right prospects. At Nixxis, we take things from a different angle. With our speech-to-text transcription functionality built into our telephony software, you can summarize conversations to make it easier to track and process requests. You can also analyze the feelings of the interlocutors to find out which vocabulary element(s) may have reassured the prospect or, on the contrary, worried them during the exchange. So, if terms like “price” come up frequently during recorded conversations, this probably signals that the cost component is important to them and that your proposal is not suitable. Finally, you can easily find conversations by searching for keywords to filter on a type of exchange or a given issue. To discover in detail this functionality included in all our offers, do not hesitate to contact one of our salespeople! Contact the sales team 2. WhatsApp Business API: the preferred channel in 2025 Omnichannel is always an effective way to approach your future customers. But if there is one application that stands out from the others, it is WhatsApp, and in particular its business API version. As we presented to you during our recent webinar co-organized with our partner Commbox, WhatsApp Business API is establishing itself in conversational marketing, improving cross-channel sales and ensuring customer support management. Your question is probably: “why WhatsApp works so well?” » The answer lies on two levels: On the one hand, WhatsApp already allows you to create a personalized relationship with your leads. More than any other instant messaging tool, WhatsApp values the “personal” character and the “privileged relationship”. Sending a message on WhatsApp is actually as simple as sending an SMS to a loved one. In addition, you have the means to see if your interlocutor has read your message and the times when they are connected, in order to contact them at the right time. Some companies also use it inbound with a discount voucher system. For example, an incoming lead can contact you on WhatsApp to benefit from a 15% discount on their order. This will allow you to have access to their data (and the telephone number is not nothing!). On the other hand, it is a very good tool for workflows, which not all channels currently allow. Configure your sequences in just a few clicks and let the magic happen! At the end of the campaigns, you will have access to complete statistical tables. In addition, the cost of a conversation is much lower than that of an SMS. No reason not to try this new channel now. Need more arguments to test WhatsApp? Watch the replay of our latest webinar on the subject. To go further,watch our webinar! To

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WhatsApp Business: The Secret to AI-Powered Customer Service

26 December 2024 No Comments

< Return to blog < Return to blog WhatsApp Business: The Secret to AI-Powered customer service WhatsApp: THE strategic lever for sales and customer service Commbox: the excellence of intelligent communication Nixxis and Commbox: a winning duo for optimized communication What results to expect? Conclusion In 2024, WhatsApp Business is no longer just a messaging tool. It has become a key strategic player for improving sales and optimizing customer service management. With more than 2 billion active users, WhatsApp is a global application whose impact extends far beyond the personal sphere with its Business version. In France, it proudly occupies 2nd place among the most popular messaging applications. Thanks to Artificial Intelligence (AI), WhatsApp Business is redefining the standards of customer-business interactions by offering experiences tailored to consumers. But how can you get the most out of this tool? Discover how the synergy between WhatsApp, Commbox and Nixxis’ omnichannel platform can transform your customer interactions into real growth opportunities. 1. WhatsApp: THE strategic lever for sales and customer service With its worldwide reputation, WhatsApp Business is much more than just a communication platform. If you don’t yet see the full potential of the tool, discover the advantages it has in store for you with its Business version: Universal accessibility: WhatsApp is already integrated into the daily lives of millions of people. This natural channel allows customers to easily interact with businesses without having to change their habits. Real-time responses: With its intuitive interface, WhatsApp allows you to quickly respond to customer requests. Read receipts ensure efficient follow-up, while the absence of formalities such as email subjects or forms reduces response times. Multimedia wealth: Need to assist a customer? Share images, videos or documents. A video tutorial or a photo can often solve a problem more effectively than a long written exchange. Trust and Security: End-to-end encryption ensures secure interactions, avoiding the pitfalls of spam or junk mail filters that emails experience. Cost-effective alternative to traditional SMS: WhatsApp simplifies international exchanges by eliminating the costs associated with long-distance calls or SMS, while remaining accessible at a reduced cost for businesses. Now that you know more about the benefits of WhatsApp and its Business version, let’s see how Nixxis and Commbox take advantage of these features. 2. Commbox: the excellence of intelligent communication Commbox is a leading European player in omnichannel interaction management solutions. Ranked among the top 20 strategic partners of WhatsApp, the company stands out in particular for: Expertise in artificial intelligence:Commbox offers advanced automation solutions for all traditional and modern communication channels, such as WhatsApp. Enhanced security:Complying with strict regulations on data protection (health data, banking data, GDPR, etc.), Commbox ensures ethical and secure processing of customer information. 3. Nixxis and Commbox: a winning duo for optimized communication At Nixxis, we understand that every interaction matters. Our partnership with Commbox and our integration of WhatsApp Business within our omnichannel platform offer unique advantages to improve your customer relationship. Centralization of exchanges:Thanks to a unified interface, manage your communications on all channels (emails, SMS, WhatsApp, chat) from a single dashboard. Powerful automation:Free your teams from repetitive tasks with personalized workflows and preformatted responses, particularly useful during busy periods (Black Friday, sales, holidays). Smart Transfers:For more complex requests where WhatsApp Business is unable to provide an answer, the system automatically routes the conversation to a qualified human agent for a quick and personalized resolution. Various analysis tables:Monitor performance indicators for each of your channels and adjust your strategy in real time. Ergonomics and simplicity:Our platform is designed to be intuitive, both for agents and their managers, in order to maximize productivity. 4. What results can be expected? The observation is clear, the figures speak for themselves (Source: Userlike by Lime, Chayall): Open rate: WhatsApp reaches an impressive 98%, compared to just 20% for email. Conversion rate: WhatsApp campaigns generate up to 4 times more conversions than a traditional website. Increased satisfaction and loyalty: A smooth and fast experience creates lasting connections with your customers. 5. Conclusion WhatsApp Business, combined with Commbox’s expertise and Nixxis’ omnichannel solutions, is revolutionizing customer relationship management. Whether for after-sales service, technical support or marketing campaigns, this combination delivers measurable and impactful results. Ready to transform your customer communication? Book a personalized demo now and discover how this solution can meet your specific needs. To go further,watch our webinar! To go further, watch our webinar! Watch the replay Watch the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us Recent articles

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Let AI handle writing and your agents focus on voice!

3 December 2024 No Comments

< Return to blog < Return to blog Let AI handle the writing and your agents focus on voice! 99% of written interactions automated within two years? Dialogg.ai: an innovation powered by Nixxis AI-human synergy for efficient customer service Want to try dialogg.ai? Artificial intelligence (AI) is redefining the way in which companies interact with their customers and this is all the more striking in the customer relations sector where the very role of the “human” advisor is being called into question. A recent study shows that responses generated by ChatGPT are 252% more relevant than those of humans in certain contexts. This impressive figure demonstrates a clear interest in integrating AI into professional tools to meet the ever-higher expectations of modern consumers. 1. 99% of written interactions automated within two years? It is common to call customer service when a product or service purchase does not suit us. Email, online chat, SMS or even social networks, the possible exchange channels are numerous. At Nixxis, we estimate that within two years, 99% of written interactions can be automated using AI. This would not only reduce processing times, but above all free up advisors to focus on what they do best: voice interactions. The latter remain essential, particularly in France, where 53% of consumers prefer voice to resolve complex problems or benefit from personalized support. A telephone call is often perceived as more direct and faster than a written exchange, which can suffer from delays or misunderstandings. 2. Dialogg.ai : an innovation powered by Nixxis This summer, Nixxis unveiled dialogg.ai, an intelligent chatbot designed to automate written interactions while maintaining a fluid and intuitive approach. Dialogg.ai is also capable of offering personalized recommendations, thus facilitating cross-selling and optimizing the customer experience. The benefits of dialogg.ai include: Saves time: recurring requests are processed instantly, without human intervention (unless this is really necessary or at the request of the contact). Improved productivity: your agents can focus on strategic, high-value-added tasks, rather than dwelling on responses that can be automated. An enriched customer experience: each request is quickly directed to the best solution or resource available. 3. AI-human synergy for efficient customer service Far from being an opposition, collaboration between humans and AI makes up the future of customer relations. At Nixxis, we firmly believe that AI and humans are complementary. By automating written channels, your teams refocus on irreplaceable and purely human skills: listening, empathy and resolving problems over the phone. 4. Want to try dialogg.ai? 4. Want to trydialogg.ai? Don’t wait any longer to test the capabilities of our chatbot. Contact us today for a live demo or visit our site for more information. Did you know that AI plays a major role in crisis management? View article View article Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us Recent articles

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Nixxis and CommBox Partnership set to reshape Customer Experience in the EU

8 October 2024 No Comments

< Return to blog < Return to blog Nixxis and CommBox Partnership set to reshape Customer Experience in the EU Omnichannel excellence meets AI-Powered automation Key features of the integrated solution The European Market embraces omnichannel solutions AI-Driven implementation for omnichannel success Unparalleled security Benefits for Businesses In an era where seamless, personalized, and responsive customer experiences have become crucial differentiators, Nixxis and CommBox are proud to announce the continued success of their partnership. Initiated five years ago, this collaboration has already transformed the customer relationships of global leading brands across banking, insurance, healthcare, retail and logistics. 1. Omnichannel excellence meets AI-Powered automation The partnership combines Nixxis‘s expertise in telephony voice solutions for contact centers with CommBox‘s specialization in omnichannel digital engagement automation and privacy-by-design principles. Together, they offer a comprehensive customer experience solution that centralizes and automates customer communications management across channels – voice and digital.  “Our goal is clear: to revolutionize the customer experience as one of the best voice stacks in the market,” said Luc Francis Jacobs, CEO of Nixxis. “By integrating with CommBox, we’re creating an environment where humans and AI technology complement each other perfectly, offering excellent service regardless of the platform or channel used.” 2. Key features of the integrated solution a) Omnichannel engagement Seamlessly communicate with customers across any channel: WhatsApp, Facebook, Messenger, Instagram, SMS, email, web chat, video, voice, and more, while keeping conversation context and history.   b) AI-powered automation Leverage workflows and AI chatbots to automate common business processes and provide AI assistance to agents. c) Advanced voice capabilities Utilize Nixxis’s powerful dialer with 10 dialing modes, advanced ACD, customizable IVR, and speech-to-text transcription. d) Hyper-perzonalization Ensure context continuity across all channels for a truly personalized customer experience. e) Enterprise-grade security The highest level of security, privacy, and compliance to safeguard enterprise and customer data at every touchpoint. 3. The European Market embraces omnichannel solutions Recent trends show that European companies are more open than ever to incorporating comprehensive omnichannel solutions into their customer journey. This shift reflects the growing demand for seamless, instant communication between brands and consumers across various platforms, including the increasingly popular WhatsApp Business channel. A recent survey by CommBox showed younger shoppers urge brands to increase use of digital channels for customer service, primarily WhatsApp.  4. AI-Driven implementation for omnichannel success Leveraging cutting-edge AI automation technology, the Nixxis-CommBox solution makes the integration of multiple channels into omnichannel platforms remarkably straightforward. This AI-powered approach allows brands to: – Effortlessly deploy a unified communication strategy, including WhatsApp Business – Automate responses and route inquiries with unprecedented accuracy – Analyze customer interactions for deeper insights and improved service   5. Unparalleled security At the heart of this offering is a super-secure platform that sets new standards for data protection and privacy compliance. This advanced security framework addresses the stringent requirements of EU regulations, including GDPR, ISO 27001, SOC2, PCI, providing businesses and their customers with peace of mind across all communication channels. 6. Benefits for Businesses Improved Productivity: Centralization of interactions and automation features enable agents to handle requests more quickly and efficiently. Reduced Costs: Automation of repetitive tasks and optimized interaction management significantly reduce operational costs. Enhanced Customer Satisfaction: Smooth and personalized interaction management across all channels, including WhatsApp, improves the overall customer experience. Compliance and Security: Enhanced security measures allow businesses to adopt artificial intelligence while protecting sensitive customer data. WhatsApp Business Integration: Seamlessly incorporate the popular messaging platform into your customer experience strategy, meeting customers on their preferred channel. “Our partnership represents a significant leap forward in customer experience technology,” said Dvir Hofman, CEO of CommBox. “By combining our expertise in voice and digital channels, including WhatsApp Business, with the power of AI and our commitment to security, we’re empowering businesses to connect with their customers like never before.” The Nixxis-CommBox solution, featuring WhatsApp Business integration, is available immediately for businesses looking to transform their customer experience. What if you watch our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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