Providing great customer service is an essential element in maintaining loyal and loyal customers. This is underlined by the “Serial Switchers” report which highlighted how poor customer service costs companies more than $75 billion per year. As Jeff Bezos says , customer expectations are “never static, they are always growing” and you need to grow with them.
Meeting the ever-increasing expectations of customers means that companies must address significant operational bulk mail masters challenges, given the increasingly pressing need to optimize resources . A first question that arises is whether customers really want or need to call the company: from here a strategy can start to manage and reduce incoming calls .
What does it mean to reduce incoming calls?
A good call deflection strategy focuses on the needs of the customer, while taking into account the needs of the company. It consists in redirecting telephone requests to alternative channels, often in self-service mode . Ultimately, it is about allowing companies to offer better customer support, while reducing the load on their staff. In confirmation, Gartner states that 89 % of companies compete primarily on customer experience . Consequently, it is enormously important to improve the customer service offered.
Create an effective strategy to manage incoming calls
In general, there are three main areas that companies should consider when creating an effective strategy for managing inbound calls:
- proactive customer communications
- the rise of self-service options
- the implementation of new technologies
1. Proactive communications
To ensure the success of any call reduction strategy, businesses need to ensure that customers get the answer or information when they need it . Through proactive and automated communications, businesses can provide customers with information before customers even although it may look flawless think about calling . For example, whenever a loan application is submitted, financial institutions can send a landing page or create a Mobile Journey with Esendex to inform applicants about:
- what to expect during the application process
- provide answers to FAQs
- reassure that they will be updated via SMS throughout the process
As with any communication strategy, messages must be received and read for it to be effective. This is why it is important for companies to carefully choose which channels to use. Since 87 % of consumers, of all age groups, say they appreciate SMS received from companies and that SMS boasts an average opening rate of 94% , this channel is particularly effective.
2. Offer more self-service options
Empowering customers to find the answers they need on their own is essential to a successful call reduction strategy. According to research conducted by Oracle and Coleman Parkes, 35% of professionals noted that customers prefer to make a purchase or resolve an issue without speaking directly to a sales or customer support representative . However, despite 77% of consumers reporting using a self-service support portal, more than half say the primary reason they can’t resolve an issue on their own is that there’s too little information online .
By monitoring calls handled by operators, companies can identify the requests made most by users . This would allow them to enrich the FAQ section of the site , create new video tutorials , and implement new technologies to support self-service actions. For example, if many customers call to make a payment, implementing a Mobile Payment to manage pending payments would allow customers to make the payment via mobile phone independently and companies to save significant resources.
3. Technology implementation
It is important to remember that 82% of customers prefer the support of a telephone operator for problem resolution during a crisis . Even if the majority of calls do not fall into the category of “crisis”, this highlights the importance of freeing up the time of the operators taiwan data to focus on the most complex and serious cases in an effective way. Companies can, with the right technology, improve customer service processes and resolve the simplest and most repetitive customer requests through alternative channels.