It is the sheer brand value of your firm encourages customer buying a good or service from your company. Certainly, it’s a great job done.
Now, all that a firm needs to do is to retain such customers. The routine communication with the customers via call center software is of utmost importance.
Frequent communication with consumers strengthens the relationship more. Moreover, with the rise in business competitions, it is extremely important to ensure that all customer-related grievances are adequately addressed properly.
According to 2016 surveys, around 90% of the customers immediately shift to competitors’ brand because of poor consumer services.
1) Be Service Motive, not Profit Oriented: Remember, the customer relationship is a continuous process. Once a consumer’s problem has been satisfied, then do not be complacent.
You should start thinking about more options, and ways to satisfy his future needs. In short, a company should serve his customer with a service motive as always.
The 2017 survey on consumer behavior has revealed that around 77% of the customers are probable to become a regular client of the firm if the latter continues to provide exceptional pre-sales and after-sales support to them 24x7.
2) Pay Attention to the Future Demand of the Customers: When customers are happy with the goods and services of the firm, then it is likely to create better impact in the minds of the other customers too.
The owner needs to ensure that he continues to work with more diligently and sincerity than ever. The owner should see things from the spectacle of customers and help them out.
Happy customers always bring in more customers to the firm. An owner needs to consider the present customers as the part of his future endeavors as well.
In this way, a long-term relationship between customers and owner is formed, which is a win-win situation for both.
3) Let Customers Experience Your Products Before Buying: Sometimes, it’s necessary for customers to experience things that they didn’t do before.
In order to retain a friendly relationship with customers, the owner should try out offering them even sample products too. It is quite well known that customers like to receive samples of new products.
4) Allow Customers to Participate in Decision-Making Process: Customers are the best judge of your products. An entrepreneur must give them adequate value and importance while formulating his future business policy.
The entrepreneur should take necessary feedbacks from them on a frequent basis from time to time.
The 2016 survey on consumer intelligence has claimed that around 75% of the consumers always want to express their opinions and feedback about the company’s products and services that they use.
Case Study
A contact center was looking forward to grabbing more customers. However, the network and technological infrastructure in the office was not that much advanced.
The contact center did not install the best call center software in the process, which resulted in the increasing dissatisfaction and desperation among his current customers. Gradually, they stopped calling.
The owner found that the call center was not able to generate revenue in a proper way. Also, there was a continuous declining trend in the number of inbound calls from random customers.
Eventually, the contact center owner asked his supervisor to resolve the crisis at the earliest.
Upon further investigation, the contact center supervisor found a number of problems, including the non-installation of the advanced call center solutions in the system software.
Soon, the supervisor integrated the necessary tools in the calling process to ensure a flawless communication between callers and call center representatives. This decision proved right to the company.
The installation of the appropriate call center software solutions in the system was the flawless idea.
It not only helped the firm get new customers, but also acted as the most sophisticated device to collect customer’s feedback, and opinion about the brand’s products or services.
The company then integrated the entire network with the online call center software across the office. Next month, the call center registered a sharp increase in its inbound call metrics.
It witnessed around 17% increment in its inbound calls as compared to last month.
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