Companies have an extraordinary amount of information about customers, but if customer information is not easily accessible, it will gather digital dust. Do not let this valuable information go to waste! Data can be a powerful driver of customer retention and business insight.
Through integrating communications with your Customer Relationship Management (CRM) software, you’ll have all the data you need in one place for both your customers and your team, enabling you to provide the best customer experience from a well-rounded perspective. Read More
Salesforce World Tour 2019 in London on May 23rd focused on ways to improve the customer experience. It has been incredible to see how much the #Ohana has grown since CloudCall first attended World Tour in London back in 2014! Here’s an in-depth recap of the day-long event: Read More
Is your calling strategy personalized?
Have you ever received a call from a local number, and realized it was a business outside of your area trying to reach you? By recognizing the local number they used, you were more likely to answer the phone. Many businesses take advantage of the familiarity the local presence feature provides to reach their customers faster.
Establish familiarity and trust with the person you are calling by controlling the number that displays from outbound calls as a local number. With an area code customized to your customer/client location, your phone call has a better chance of being recognized and answered. Read More
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.
With over 3 billion internet users in the world (and growing), it is essential that businesses can effectively manage their communications with the people that are speaking to them and vice versa. However, with so many channels to choose from, particularly with the growth of social media – how can businesses make sure that they are offering the right communication channels to their customers and prospects and how do they manage these channels and interactions?
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.
Firstly, let’s talk about James. James has an issue with his car insurance and decides to call them on his lunch break. He carefully selects the department he needs to talk to.
Sheila also has an issue with her car insurance and like James decides to call them once on her lunch break and just like James she carefully selects the department she needs to talk to.