Reel them in and keep them hooked
Running a business is a bit like fishing. Say what? Think about it this way. First you bait your hook with a great product, then you cast your sales pitch out into the ocean of prospective leads and before you know it, you reel in a bunch of customers who want to buy what you’re selling. There’s one big difference though. In business, once you get a bite, you’ve got to figure out exactly how to keep your customer hooked for as long as possible. It’s called building and maintaining healthy customer relationships and it’s vital for business success. After all, statistics have shown that a 5% increase in customer retention, can increase business profits by 25% to 95%.
Even if you haven’t been focusing much on building solid customer relationships, you can still completely transform the experience for your customers, in the following ways. Thanks to cloud telephony, all our suggestions are simple to implement and very cost effective.
To build strong customer relationships, consumers need to connect with you and you need to connect with them. The easiest way to do this is on the phone. But how do you ensure fast, reliable, and instantly available communication without investing heavily in infrastructure? Here are three simple options:
Implement an IVR (Interactive Voice Response) system: Your customers will never hear a busy tone again when they call. Your IVR system will pick up every call and direct callers to a menu of options. They can choose to listen to recorded information about your product, opt to speak with your service agent, or leave a voicemail with a number, for you to call back. It’s simple, effective and makes your customers feel confident that they can reach you whenever they want to. This convenience of a virtual call center solution will keep them coming back.
Ensure you have a toll free number: You want people to call you and talk for as long as they’d like. This will enable them to get all the information they need which may subsequently encourage them to make a purchase. But calls are expensive and you don’t want a valuable lead watching the clock and rushing to hang up. A toll free number will prevent that from happening. It’s easy on a customer’s pocket and given the affordable cloud telephony service rates, it’s quite light on yours too.
Implement the online click-to-call feature: All it takes is a little widget installed on your website, that enables visitors to click on a button and connect directly with you. This is ideal for building online customer relationships.
You can show every customer just how important he or she is to your business by being more personal in your interactions with them. You can do this by implementing the sticky agent feature in your calling system, which directs a customer to the same service agent, each time he or she calls. This lays the foundation for building a great relationship, as the customer is made to feel important and responds with greater loyalty to your company.
To further personalize communications, integrate your CRM (Customer Relationship Management) software, with your phone system. It’s a lot easier to meet customer requirements, when you have all their details, including call records, available in one place.
We live in a digital age where customers have information at their fingertips with the click of a button. Some folks prefer personally connecting with a service agent – but they still need speed. This means that if a customer leaves his or her phone number on your voicemail, call back at the earliest. An impatient customer may very well move on and connect with your competitor, instead.
The need for speed also extends to quickly resolving customer issues, no matter where they occur. If you have more than one branch office, then you will need to connect with your regional staff to help them deal with a particular problem. The most efficient, affordable and effective way to do this is to connect over a cloud telephony voice conference call. The rates are good, the sound quality is even better and the results of satisfying a customer will reflect in your profitability.
Stay in touch
Make sure your customers keep you in mind, so they think of you for their next purchase. You can send them SMS updates, to share a special promotion, or tell them about a sale. You can even customize offers for them, on special occasions, such as birthdays. Some cloud telephony providers offer bulk SMS sending services that are quick and cheap.
Last but not least
Pamper your customers with what they want and not what you think they need. One type of promotion may be more appreciated than another. If you’d like to find out which of your marketing campaign promotions are working well, talk to your cloud telephony services provider to implement call tracking, with virtual numbers.
So go ahead. Keep reeling in those customers and keep them hooked with great service, and a great overall experience with your company.