For most enterprises, selling goods or providing services are essentials for continued survival and success. Achieving these ends relies on engaging with clients, convincing them that there’s value in what’s on offer, and taking steps to ensure that they are and remain satisfied with the products or services they receive.
Written brochures or online databases can only go so far in acquainting potential clients with what a business has to offer. Individual circumstances, problems, or specific queries demand the personal touch. And if an actual site visit isn’t possible, then this contact has to occur by telephone.
The reception visitors get on your switchboard system is their first indication of the kind of business you run, and the kind of service they can expect to receive. It’s essential that this impression be a good one, as it can be a make or break moment. It’s been estimated that 78% of people pull out of a transaction if they experience poor customer service.
Courtesy and Professionalism
The onus is on you to be polite and professional. Both your human and electronic receptionists (if you’re using a VoIP system) should have a welcoming tone, and an accommodating and attentive manner.
Prompt Attention and Service
Consumer culture now hinges on real-time or near-instantaneous service and support, backed up with prompt delivery and follow-through. If callers are seeking information or help, they don’t want to have to listen to an attendant shuffling papers on their desk, or hemming and hawing as they plough through an onscreen database.
Transaction histories and behavioral analysis can assist in keeping likely relevant information on hand for existing customers. It doesn’t have to be complex: a record of past conversations with them will allow your operators to become familiar with their preferences. And for new customers, Frequently Asked Questions drawn from your call logs and transaction histories can bring common issues to light.
A Painless Wait
Instant attention isn’t always possible. Large volumes of simultaneous calls, network issues, connectivity problems or other factors may make it necessary for callers to have to wait. An intelligently configured call routing system can help to ease the gridlock. And playing Music on Hold interspersed with engaging and informative messages can add value to the wait, and (if well executed) make the time spent actually seem shorter.
The Right Person for the Job
Well configured call forwarding and routing systems with Find and Follow capabilities make it easy for callers to have their queries and transactions routed to the specific person on your team who’s best qualified to handle them. Armed with information on their desktop relevant to each case, this leads to quick resolution and greater customer satisfaction.
Help In A Crisis
Knowing that someone from your organization is there to help whenever problems arise creates trust in your expertise and reliability – which in turn breeds customer loyalty. So offering 24/7 access to your help and support staff through Find and Follow, call forwarding, and integration with mobile devices is also a must.