Your customers are the backbone of your business which is why it is vital that you have an easy and effective way for them to get in touch with you. Communicating with customers via telephone is much more personal than an email, particularly when it comes to handling sensitive issues and complaints. However, many companies can underestimate how important it is to maintain a call system that is consistently efficient.
- Improve customer satisfaction with call tracking
In order to improve your customer service, consider a call tracking system. This will allow you to record all inbound calls to your business which is not only beneficial to identify regular customers but will also allow you to identify the strengths and weaknesses of members of your customer service team and help you to understand how you can work with them to improve their performance.
- Promise to be available
One of the main advantages of a call tracking system is that it will allow you to identify the peak hours of your inbound calls. Once you know this, you can manage your team more effectively so that you can stick with your promise to be available to your customers. Of course, a high-standard of customer service is always necessary, and members of your telecommunications team should remember the 5 C’s of communication; clear, complete, concise, concrete and correct.
- Increase productivity with access to CRM data
Studies have shown that sales and customer service teams are up to 15% more productive if they have access to customer data while on a call. By pairing your CRM data with social information, your team will be able to personalise calls more effectively and therefore make the customer feel more at ease.
- Encourage customers to call you first
Using methods such as targeted text ads and click-to-call advertising will encourage your customers to call you first. Customers who pick up the phone to you directly are likely to be more engaged and become a paying client to your business than if you were to use cold calling methods. Be upfront with the cost of how much a call to your business line will cost customers; they will admire your honesty and transparency.
- Opt for a memorable number
Investing in a number that your customers can remember will ultimately provide a boost to your business. These numbers are known as ‘vanity numbers’ and can work on a local or a national scale, depending on your needs. 0800 numbers, for example, are free, have national appeal and are trusted by customers meaning that your inbound calls can increase by up to 85%. Capital Telecom can provide you with a memorable 0800 number for an affordable monthly price.
- Integrate your tracking systems
Alongside a call tracking system, other programs such as Google Analytics and AdWords can be useful for analyzing your telephone calls alongside data collected from your own website or third parties. Once you know exactly which ads and keywords are leading to the call, your team will know how to deal with each customer individually.