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Your Business Should Invest in Purpose-built Software: Let's Overcome the "One Size Fits All" Tendency


In today's business-oriented and digitalised world, customer interaction plays a crucial factor in the growth of a company. Businesses tend to invest in customer support agents but forget to focus on the enhancement of that experience. A call centre head understands the versatility and importance of customer interactions and realises that, here, the "one size fits all" method, a strategy that assumes that a single solution and product can meet the needs of all customers, falls short. 

The Limitations of the "One Size Fits All" Approach 

Generic software solutions, constructed with this approach, are best suited for standardised services and low-margin businesses. Luxury brands, specialised services, niche brands and businesses with diverse customer bases must never use generic software as it lacks specificity. According to the data of Mckinsey, Salesforce and PwC, this approach leads to - 

  1. Inefficiency in workflow: 63% of companies struggle with manual data entry and inefficiency in their processes. 
  2. Degradation in customer satisfaction: 73% of the customers expect personalised experiences but 59% of the companies fail to deliver that due to this approach. 
  3. Loss of opportunities: 87% of company executives consider data-driven decision-making very crucial but generic software often lacks advanced analytics and hinders that. 

Looking at the Benefits of Purpose-built Software

Instead of the "one size fits all" approach, purpose-built software, custom-built software designed to fulfil the specific needs of a business, seems much better and much more handy for a company's call centre. According to the data of Mckinsey, Automation Anywhere, Harvard Business Review and IBM, purpose-built software has various advantages including - 

  1. Enhancement in efficiency: It provides customised workflows to streamline operations and manual labour by up to 30%. 
  2. Increased customer satisfaction: It provides personalised experiences which lead to 20% more customer loyalty and 15% higher revenue generation. 
  3. Data-driven decision-making: By providing advanced analytics, it enables informed decisions and drives business growth by 10-15%. 
  4. Scalability: Purpose-built software can adapt to the centre's growth which ensures seamless integration and minimal downtime. 
  5. Security enhancement: Customised solutions tend to prioritise data security and reduce the risk of breaches by 60%. 

Make the Right Approach! 

The above-mentioned points clearly indicate why your business should always invest in purpose-built software. Many successful companies have invested in purpose-built software and their data chats tell the results, for example - American Express implemented a customised CRM system which resulted in a 20% increase in their customer satisfaction; Amazon, a global giant, also developed its own customised customer service platform and successfully achieved 30% faster resolution times. These successes again testify to why your company needs to invest in purpose-built software, especially in your call centre to meet the customers' unique needs. 

So, never settle for the "one size fits all" approach and partner with a software developer to develop a customised platform that will ensure your call centre's enhancement and success. To make your process easier, CONVIN is an AI-powered platform designed to provide better customer experiences through automated and human-like interactions. It has benefits such as - 

  1. 24/7 customer support. 
  2. Reduced support cost. 
  3. Improved sales conversions. 
  4. Enhanced engagement. 
  5. enhanced and guaranteed customer satisfaction. 
Visit https://convin.ai/ to check further details. 

Develop your purpose-built software today and let your business thrive and grow to its full potential!
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