B2C Archives | CloudCall
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B2C Archives | CloudCall

4 simple steps: turn customer conversations to conversions

By | Communications, Customer Experience, Technology
The COVID-19 crisis has proven that customers still want to talk. It has also highlighted the need to use other channels to manage more routine traffic. SMS reminders can reduce the number of missed appointments by 19%, so utilising more than one channel of communication can save you time and money.

We have identified four strategies for having better conversations with customers. Take a look in our short video: Read More

Customer Stories

The phone call is still king, the question is why?

By | Communications, Recruitment, Sales, Technology

Call volumes are increasing

Pre-COVID, 68% of businesses reported that the number of inbound calls had actually increased in the last two years. In fact, customer facing companies reported a 12.6% rise over that period. But what has caused the growth in phone calls in an ever-increasingly digital world? Some businesses have attributed this rise to organic growth, whilst others believe it’s simply down to customer preference. Read More

A quick Conversation with… Steve Gray, Director, SG-retail

A quick Conversation with… Steve Gray, Director, SG-retail

By | Communications, Customer Experience, Management, Sales, Technology
As retail businesses start reopening across the world our recent podcast with Steve Grey becomes very timely. Steve Grey, FCMG expert, who’s been a leading innovator in customer loyalty, CRM data analytics and personalisation in the retail sector. Steve has worked with some of the biggest brands to help them in these areas and in this podcast, we really drill down into Steve’s expertise as he talks to us about his thoughts on all things retail and loyalty.  

Listen to the podcast now
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Integrating Sales and Marketing: The Importance of Bringing the Two Together

By | Communications, Management, Marketing, Productivity, Sales, Technology

Ask yourself: Would your sales team perform without any marketing collateral?  

As consumers the way we intake information has changed. People now crave visual stimulants. Marketing collateral provides sales teams with the ammunition they need to support their sales pitch and visualize the benefits to the prospect. Whether it’s a short product video, PDF or printed brochure, everyone wants to see it.  

It’s a given that a sales team plays a pivotal role in the growth of a company by building trust and fulfilling customer needs. Marketing’s role is to explain to your audience who you are and why they should be interested in what you offer. In today’s world, can one exist without the other? 

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Maintaining High Levels of Customer Service During Holiday Season

By | Customer Experience

The hustle and bustle of the holiday season can be a challenging time for businesses. For retail businesses, apart from increased sales in-store and online, customers are also more likely to contact customer service over queries such as delivery or collection of orders, product availability, and making returns or exchanges. For Technical Support teams, however, it may actually mean a drop in the number of inbound calls but they also have to manage staff taking holiday and working on a reduced schedule. Sustaining high levels of customer service during this time can actually give businesses the chance to shine and build up customer loyalty that will last them throughout the coming year.

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How to Build a Super Support Team

By | Customer Experience

The support function is an important aspect of any business. They are responsible for the customer’s experience, post-sale. They are here to help resolve issues and answer queries, to provide a high quality of service which ensures that their customers’ opinions of the products or services that they purchased and their opinions about the company itself, do not change in the long term.

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Marketo & Me

By | Marketing, Productivity

Last week, we discussed what marketing automation could do for your business. Today, I’d like to share our company’s experience with our marketing automation software, Marketo. These days, the majority of my working hours are spent in Marketo. Doing so, has led to colleagues referring to the software as my ‘work-husband’ and in fact, a colleague from another department has asked who ‘Mark Eto’ was, as he had heard us using the name!

Together, Marketo and I have faced many challenges – there have been tears, frustration, joy and triumph (mostly, well, all on my part).

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