There are marketers who think the caller experience isn’t worth their concern.
That may be because they’ve had so many less-than-stellar interactions with auto attendants, On Hold Marketing and under-trained CSRs that they believe those encounters can’t get any better.
So, why bother, right?
In many cases, though, those negative impressions come from companies that have made no effort on behalf of their callers. They may leave customers on hold in silence or force them to listen to a short loop of music and one irrelevant message over and over.
Or their call center recordings are too wordy with too many layers.
Or their call center reps aren’t friendly, knowledgeable enough or proactively helpful.
But a much better caller experience is not only possible, it’s essential for making sure people who want to speak with you directly are not made to feel as if they don’t matter.
Phone conversations also allow your team to identify customer concerns and uncover new sales opportunities far easier than even live chat can. The human, voice-to-voice connection you make with callers can also strengthen your brand and consumer loyalty.
Yes, there are newer technologies that allow customers to reach you, but ignoring a channel as fundamental and important as the telephone is a mistake no brand can afford to make.
RELATED POSTS: Still Not Using On Hold Marketing?
Are Poor Phone Skills Costing Your Company Money?
Seth Godin Asks: What Are You Thinking?