How To Get New And Better Customer Insights In Top 5 Ways

One thing is sure that B2B marketing has now become more dynamic and challenging than ever.

This has led many companies to brainstorm over how to expedite their customer support services utilizing the advanced call center software in the process.

Data analysis has emerged out as the most effective way to get new and better customer insights.

Many experts feel that resolving customer’s queries immediately is the mainly crucial aspect of customer support services.

Around 85% of the consumers feel delighted when upper management to find an amicable solution to the same at the earliest possible time handles their queries and questions.

1) Astute Marketing Strategy and Its Execution: A business enterprise mostly performs five functions (marketing, finance, HR, IT, and merchandising).

All these departments are extremely critical for the future growth of the business. Every business owner should try to keep its customers within the ambit of these departments by making them feel more attached to the firm.

2) Enhance the Importance of Customer Service Department: A recent survey on customer service has claimed that around 90% of the customers are likely to be retained by a company by expediting its contact center services on social media.

This necessitates all business enterprises to open their official account on social media and try to contact customers over social media to resolve their queries.

Ideally, a board should be there to look into consumer’s affairs and quality improvement techniques on the regular basis.

3) Customer’s Direct Participation at Company Affairs: It is a good idea to bring consumers on board.

They should be given an opportunity to open up their minds and opine what else they want to see within the company and its products. This is called development partnership.

Customers’ idea and feedback should be always sought for developing the company’s future business strategy keeping in mind their current requirements and needs.

While other methods are also there to grab customer’s insight, but this strategy works in a simpler way.

4) Initiate the Concept of Listening Center: Every company should start listening to its customers carefully. Frequent online communications between customers and business owners have now become an essential part of listening center activities.

Social media, online communities, and the live chat function on the company’s official website now provide necessary insight from the customers’ point of view and expertise.

These activities should be collectively monitored under “listening center activities”, and not mere tackled as just feedbacks only.

5) Random Outbound Calling and Other Techniques: There are a few other techniques too. A company can also gather better and new customers’ insight by randomly calling customers over telephone and understand their concerns or feel about the latest branded products.

A 2017 marketing survey on consumer behavior has revealed that nearly 65% of the customers feel privileged when a company pays heed to their advices or feedbacks.

Case Study

A call center pertaining to IT sales and services has launched its business a couple of years back. The call center managed its services utilizing the obsolete technology, as it did not install the call center solutions in the system.

Often, customers complained about the network errors during live calls, but the call center owner did not listen to them.

In the next quarter, the call center suddenly witnessed a slump in its incoming and outbound calls.

In fact, most calls disconnected midway due to non-integration of the best call center software in the system, which was necessary.

The call center owner found it a bit worrisome. After a lot of thinking and discussion with senior management people, he decided to transform the technology and change the strategy.

The company installed the call center software solutions in few systems, and it worked well.

Soon, the call center management integrated the ultra sophisticated online call center software in the network to ensure hassle-free communication with customers 24x7 without any threat of call drop or network errors during live calls.

This helps to get the valuable insights of customers as well. In the next couple of months, the call center company’s activities grew manifold.

It registered a net profit of 17% in the following months. Even consumers also saluted this step.