Especially today, a customer’s voice has never been louder or had more influence on a company’s image.
This is due in large part to the saturation of social media in our daily lives. If a customer has a bad experience with a company, it is easier than ever for them to post their experience on a social network or public forum where hundreds, thousands, or even millions, of people can read and be influenced by their review.
One of the most important means of communication between a business and its customers is the phone. If your business has a call center, remote sales team, or customer service representatives that utilizes a business phone system, then the following guidelines can help ensure customer satisfaction and retention.
Initial Point of Contact
From the initial “hello,” a customer should feel appreciated and valued, which is critical to retention. Often the simplest expressions of welcome are enough to make a huge difference in a customer’s call experience. Being polite to a customer from the get-go seems obvious, but it is often over looked.
With a premium VoIP business phone system, however, you can take the initial point of contact to the next level by gathering all the necessary information about a customer before the phone is even answered. This is done through “application integration” that syncs the phone system with your business’s customer relationship management (CRM) software.
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