Organize customers into silos and then customize your campaigns targeting their specific needs.
Customers are precious, as well as highly temperamental. Sometimes even the most patient individual can be driven to frustration with poor service. A contact center should always keep that in mind. It is not just to maintain good relations with customers but a little organization of your processes also ensures that the money you invest in telesales campaigns is not wasted on dropped calls.
So, how can you save money?
Saving money on campaigns is a simple matter of an organized and well updated CRM. While you may have tools like voice, SMS, and e-mail blasts, as a contact center, do you invest a little more time to ensure that your blasts reach the target audience? Or do you randomly select the targets?
Being random is not the best approach. Companies take great care to set up budget meetings and keep reviewing expenditure and earnings regularly. With so many people actively involved in planning, the ROI has to show results. Therefore, contact centers have to take steps to ensure that their CRM is intelligent and organized by separating customers into silos. Targeted campaigns at each silo will thus generate more responses, will not frustrate customers, and will ultimately generate improved campaigns.
Investing in a robust contact center solution will give your enterprise the advantage. The CRM with CTI would enable easy organization as well as make the information easy-to-use for the agents.
And how can you keep the customer happy?
Customer psyche is simple. Answer their queries and resolve their problems when one arises, and in the meantime, ensure that your service is running smoothly without any hitches. In case your service does face a glitch, let your customers know in advance.
Recently, when the popular online photo-sharing social networking site, Instagram was down for a couple of hours, they posted on their site and other social media about the service disruption. Similarly, due to maintenance services, a radio station broadcasted a whole week prior, in half-hour slots, about the upcoming repairs. This way, every listener—whether regular or random—knew about the issue. At the same time, Facebook was also recently down for a while but there were no updates. The angry posts about users not being able to access their accounts did not do the social networking site any good.
The outcome of a “sorry for the inconvenience†message in advance to the customers will work to the enterprise’s benefit. Customers understand that technology needs upgrades and they know it takes time. As long as they are aware of the issues, they will not be angry at the disruption of service. In fact, they would be sympathetic. Companies both big and small should adopt these practices and connect with customers better. The objective, as you know, is to keep customers.