Part 2: Change how you communicate with your customers

Wednesday, 07 November 2018

There are many ways for businesses to communicate with customers, and customers to contact a business, including: email, instant messaging, on-line chat and social media. However, phone-calls are still an essential part of doing business, and the preferred method of communication for many customers with queries, orders to place or issues to resolve.

Businesses spend the vast majority of their marketing budget trying to get people to call them. It’s the number one CTA (Call to Action) for on-line and off-line promotion. With such a high investment made in persuading people to pick up the phone, why would any business risk offering a bad experience when they do?

Better for business
Taking care of customers when they contact your business will have a direct influence on your ability to convert and retain their custom. Significant improvements can also be made to business processes, which increase productivity by reducing wasted time.

Cloud Telephony can benefit your business in the following ways:

  • Higher caller retention - leading to greater opportunities to engage with customers.
  • Increased productivity - auto attendant messages mean callers can be diverted to the right department, by selecting the relevant option themselves. This reduces the time staff members spend processing calls, only having to respond to appropriately directed customers.
  • Professional image - style of music, automatic messages and targeted responses will all help build an impression of the business being reliable, credible and professional.
  • Product & service awareness - a waiting customer offers the perfect opportunity to raise awareness of services and products that may be of interest to them and can be tailored to specific product launches or service updates.
  • Dispute resolution - call recording enables a business to review their customer experience: to demonstrate that they are up-to-speed with all communication and consistent in their response.
  • Performance analytics - businesses can review call management, response times, length of calls, customer satisfaction and conversion rate, all of which help to address pain-points and build on strengths.
Good customer service is key in business, from the moment a customer decides to pick up the phone, and in every subsequent communication. Cloud Telephony offers many ways to enhance and monitor customer contact, so that calls can be well managed, and callers feel valued.

If you would like to know how we can help your business to communicate well with your customers, please call 0161 788 0000 or email sales@incom.co.uk

Read Part 1: Find out how Cloud Telephony is changing the way we communicate with customers and delivering a better customer experience


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