1. Follow upFollowing up is not chasing or harassment, it’s courtesy and can improve upsell potential. A post-conversation chat should be filled with a knowledge of the customer (based on their history with the company) and questions that can help garner a greater understanding of exactly what they are looking for from the company in their own words.
2. Speed up decision making
Automated workflows can speed up how a caller lands on the right agent, based on their context. If a specific answer is required, understanding a prospect’s movement on a brand website can give the agent a head start to find a solution before they even answer the call.
3. Remove frictionTake away the multiple delays associated with interactive voice response systems; no one likes friction in customer experience, especially when the purchase is of high value. Remove pain points for callers by sending them through a quicker route to the conversation they really need to have.
4. Know the trendsAnalyse, analyse, analyse. Conversations with consumers these days come with a ton of context behind them as the research phase almost always starts with a browsing history. Tracking every key measure from these touchpoints can be a useful way to understand the bigger consumer picture and make conversations less about interrogation and more about connection.
5. Understand their dataKnowing every granular detail of where/how/why a consumer has arrived at your doorstep is vital. In some cases, a PPC (pay-per-click) caller is more of a priority than someone who didn?t visit a higher value page or is just casually browsing.
6. Bring them backB2C industries like automotive and travel know that a missed call is a missed opportunity, especially when considering their high-profit margins. If a consumer’s call isn’t acknowledged it can be detrimental to both company reputation and the bottom line. For mobile workforces, a simple solution is using just that, their mobile. Missed call notifications in email or SMS form have a knack for dropping call abandonment rates by nearly 80% while ensuring sales teams value callers and proactively pursue them. Sending a call back request SMS to a missed consumer is always favourable on their end if a call isn’t picked up, data from Software Advice shows that 63 per cent of consumers surveyed preferred call back.
7. Be a human!This brings us to the last and final point of any consumer-facing conversation: be a human being! Personalisation is the bread and butter of customer experience; we may think we want to speak to robots, but the need for the right amount of empathy is currently outweighing the convenience of chatbots.
A happy medium is the best bet in this scenario. Use technology to make the process of getting to the human help easier now, that’s impactful!In today’s increasingly saturated e-commerce marketplace, businesses need to harness the power of new technologies to not only survive but also to gain a competitive edge. By using software and systems that provide data insights, and using those observations to implement new processes and practices, companies can improve their customer service which will, in turn, lead to increased profits. Anne de Kerckhove is CEO of Freespee.
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