Introduction

Several years ago, PCC APIs had not yet received the attention they deserved, especially in the customer service industry. Back then, businesses still regarded them as mere automation tools to save time and nothing else. 

But now, even large, well-established enterprises have started to include PCC APIs as a crucial part of their customer retention plans. This guide will break down how customer retention through PCC API is possible.

A Clearer View Of PCC API and Its Application

PCC is short for Programmable Contact Center. 

What Is It? 

PCC API, short for Programmable Contact Center API, is a set of programming interfaces that allow developers to interact with and control the functionalities of a PCC platform. Specifically, one can leverage the code to create customer applications and automation within the contact center environment.

As a result, businesses can tailor the contact center experience to their unique customer requirements. Furthermore, the platform’s smooth integration with other business systems fosters more streamlined operations and reduces agents’ manual work. With more free time than before, agents can now focus on more important tasks or complex interactions with difficult, at-risk clients.

Examples

One successful example of PCC API is StringeeX, which allows companies to monitor agent-client interactions from all social media channels (Facebook, Email, Twitter, etc.) on one single interface. Likewise, agents can reach any client from any channel using one Call button on the StringeeX interface; there is no need to switch constantly between multiple platforms. 

Some highlights of StringeeX Omnichannel Contact Center:

  • IVR (Interactive Voice Response): Supporting multiple nodes and tiers with unlimited transitions in between. Customer calls are then transitioned from IVR to different queues - though if desired, businesses can modify the codes so that incoming calls go straight to queues instead.
  • Agent Connection: Each queue can consist of multiple agent groups to serve agents of different priority levels. StringeeX PCC also groups agents based on their skills or other common attributes. 
  • Transferring Call: StringeeX PPC allows customer calls to be transferred to another agent when necessary. The system also configures a specific time limit before an agent picks up their phone (e.g., 2 minutes). If they do not respond after 2 minutes, the call will automatically be assigned to another agent. 
  • Note-taking: After each call, the system gives agents a wrap-up time to note important parts of the interactions, which are all publicly displayed to other agents. As a result, when a client is connected to a different agent the next time they call, this agent still has all the necessary information from previous calls to address the client’s current concern. 

Benefits of Customer Retention Through PCC API

PCC APIs result in higher conversion rates and cost reduction. 

Simple Management

This advantage is quite clear and needs little explanation. 

PCC APIs manage customer reports, agent queues, call routings, and hundreds of other functionalities through one unified interface. Hence, even fresh trainees or interns can navigate them easily during their interactions with customers, let alone experienced agents! In such a cohesive working environment, risks of deadly mistakes that frustrate or anger the customers will be significantly reduced. 

Productivity Insights

Thanks to effective PCC APIs, businesses have a much clearer, comprehensive insight into their performances. The APIs capture granular data on every customer interaction, including timestamps, duration, agent assignments, and even the outcome of each call. Both agents and employees can always return to the notes and call recordings for further review.

Based on historical information and resource maps, data analysts should be able to uncover patterns or problem areas to seek out at-risk clients. Furthermore, in case of serious technical issues affecting customer retention (such as long wait times or low agent availability), PCC APIs can always detect them immediately, alerting businesses to take action before the clients decide to leave for good. 

High Conversion Rates

With PCC APIs, self-service options and call flows can easily be customized to address individual needs and preferences. Customers will not think twice about investing in your products if you make them feel valued and understood.

Furthermore, with streamlined system integrations, the customer journey becomes much more unified than ever, due to their extremely consistent experiences across all your company's platforms (voice, chat, email, and social media). 

Such consistency lays the foundation for strong customer loyalty and, therefore, guarantees higher percentages of successful marketing outcomes. Not to mention, their trust in your services and products will only strengthen if you can anticipate their issues and offer the best solutions before they even ask.

The public note-taking feature in apps like StringeeX also proves their practicality here. Now, agents can seamlessly transfer qualified leads to sales teams with complete context, which reduces unnecessary friction and accelerates the sales process as a whole.

Cost Reduction

Though there might be certain exceptions, most PCC APIs are cloud-based. What does that mean? Your business no longer has to invest in costly on-premises hardware and maintenance. This sentiment also applies to utility and commuting expenses, as agents can now work anywhere with a stable Internet connection. 

Plus, thanks to efficient routing and more automated tasks, staffing needs are no longer as strong as in the past, which further reduces the total expense. Instead, your business can use that money on full-fledged marketing campaigns or advertisements to make customers return for more. 

How to Use PCC API for Customer Retention? Examples

Dealing with frustrated customers is important for the business’ growth. 

If you still feel quite at a loss, below are some more specific examples of how to use PCC API during customer retention plans:

Example 1. 

A loyal customer who regularly makes small purchases suddenly goes silent for a few months. Your company has not received any calls, orders, or support tickets, so you're unsure if they're still engaged or planning to switch to a competitor.

What To Do Using PCC APIs:

  • Analyze their purchase history and identify a gap in activity.
  • Trigger a personalized email or call outreach asking if they need assistance or have any concerns.
  • Offer a small discount or exclusive promotion to re-engage them and remind them of the value your product/service provides.

Example 2.

A customer recently called your support line multiple times about a recurring technical issue. They are becoming increasingly frustrated and may be at risk of churn if the issue is not resolved quickly.

What To Do Using PCC APIs:

  • Identify the customer application ID and previous calls, then track the nature of the recurring issue.
  • Route their next call to an agent with enough expertise and dependent resources to handle that specific problem. Leverage the API to provide the agent with a complete history of the customer's interactions, allowing them to address the issue efficiently using appropriate response details.
  • Follow up with the customer after the call to ensure their satisfaction and prevent future frustration.

Conclusion

Customer retention through PCC API has become increasingly more common, which is understandable given the simple management and impressive cost reduction. The functionalities and designs can easily be adjusted, so remember to tailor them well to your company’s current requirements and priorities. Write to us if you still have any unresolved questions.