Do the right thing: make doing business with your company easy for your customers. You can start by making the customer interactions with your company as seamless and painless as possible. Put yourself in their shoes. How would you want to be treated? You would want a customized and personal experience. So do it. When your customers call you, email you, text you, want to web chat with you – let them engage with you as quickly as possible. There is no time to waste (unless you like losing your customers to the competition).
When your client calls in, you know who they are. You have their phone number in your CRM (contact database). Based on their number and the former reasons why they call you, let the tech conduct some automation for you. Greet your caller with an automated personalized message. Ask them for which reasons that they need assistance. The tech can assemble those reasons and in milliseconds make an educated decision as to why they are calling in again. Then, the system will offer the customer options to choose from. You can even route them to the previous or preferred employee that assists them.
You can do the same thing when your customer decides to SMS text you, emails you, web chats with you, or decides to communicate with you over social media (WhatsApp, Facebook Messenger, etc)
Leverage technology to provide a higher, more satisfying experience to your customers. Personalize it! Too many businesses overlook this simple fact.
Every single transaction and communication (voice call, email, SMS, web chat, social media, etc) should be appropriately notated and stored/saved within your CRM. Having a record of each transaction simply enables you to better serve your customers, if you have readily available and easy access to the information. This information can simply be used to create a seamless experience for your customers and believe it or not, for your employees. This will increase efficiency and provide better customer service.
Get a customized demo of the software and how it can help your organization today.
