Customer Retention Tips For Telephone Contacts
To market to telephone contacts is more
rewarding and influential than other avenues, due to the
emotional appeal of voice and tone. From
selling a product to resolving a query and through
the journey from acquisition to retention, a simple telephone call is more
effective than volumes of emails and Chabot conversations. Here are some marketing techniques for customer retention
by way of a telephone call.
#1 Fix KPIs
Around Phone Query Resolution
The quality control of
telephonic customer service is challenging even if every call is painstakingly
recorded and monitored. Allowing customers to rate the customer service staff
and rewarding them with incentives works better than policing on calls and
reprimanding.
#2 Don't
Keep Them Waiting For Ages
There is nothing more frustrating than
having to go through never-ending IVRS options before the call finally gets
transferred to a human source. Indulge your loyal customers by bypassing the IVRS and enable them to get their calls
transferred to an agent instantly.
#3 Focus On
SMS Marketing
Telephone contacts are a haven for SMS
marketing and investing in low cost messaging software will enable the delivery
of personalized messages. SMS forms a major part of post purchase communication by thanking people for the opportunity to serve them.
Reminders, follow-ups and scheduling of revisit appointments are rendered
better and result in enhanced customer retention figures.
#4
Capitalize On Instant Interaction Opportunities
A phone conversation offers the opportunity to exchange instant responses. Most
importantly, the responses can be tailored and tweaked to the mood and tone of
the customer. When calls are made to secure acceptance for a purchase or a repurchase, the rhetorical values of a telephone communication must be upheld. Edge your customers towards impulsive associations with your brand.
#5 Calling
To Apologise Can Win Hearts
A dissatisfied customer is an asset for customer retention. Making a call with an
apology, reasoning or clarification is one of the time-tested loyalty
cultivation tips. Every customer knows it is
easier to write out a note of apology than to call. Bonding with the brand improves
with genuine calls of apology and a customer may think twice
on their decision to switch brands.
#6 Hone
Your Listening And Escalating Skills
Escalate when you must and maintain the balance between being effective and
time-effective. Customers love the fact that they are being listened to and
often like being escalated to a person of higher rank if their queries cannot be addressed in the first contact.
For the customer to come knocking on your
door again, it is important for your customer service to profile telephone
contacts and understand their key buying personas. A personalized
phone service has become the need of the hour
for businesses to survive the identity crisis imposed due to the impersonal
nature of the internet.