Customer Service Archives | CloudCall
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Customer Service Archives | CloudCall

Business challenge: delivering seamless interaction with customers

By | Communications, Customer Experience, Productivity

Delivering seamless interaction with customers is vital for customer satisfaction levels. 52% of businesses report that a lack of integration in CRM systems is slowing down customer contact, when it is clear that they want seamless interactions. With 68% stating that they get really frustrated if they contact a business and they don’t have their account history to hand.

Find out more in our new research eBook here.

Get in touch with a member of the CloudCall team to discover how we can help your business have seamless interactions with your customers.

The end of phone alone: how businesses can ensure their phone calls get answered

By | Communications, Customer Experience, Recruitment, Sales

How often do you answer calls from unknown numbers?

With cold callers competing for our attention it’s no surprise that 67% of customers say they won’t answer their mobile phone if they don’t know who’s calling. For businesses that rely on phone calls to make sales, this presents a serious problem. Especially considering that 51% of businesses say voice telephony is the channel most likely to get attention and 47% report that it gets the best response rate.  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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Art of Conversation. What customers want

Outbound contact: What do customers want?

By | Communications, Customer Experience, Technology, Training

Our brandnew research which delves into how businesses can perfect the art of conversation with customers, uncovers disparity between what channels of communication customers believe they want vs the more effective methods of communication.  

Key findings: 

  • Customers are most actively open to ‘real-time’ communications such as receiving phone calls and texts when there is an immediate benefit to them. Companies who rely on email will miss out on building valuable relationships with customers.
  • 69% of customers state that they are happy to be contacted about new products and services. However, only 24% of those surveyed stated they would be happy if that contact was by call, message or app alert. This is inconsistent with actual customer behaviour, as 48% of under 40s browsed or brought new products or services from their mobile in response to a call or message.
  • Businesses should not expect to get results from calling alone. 67% of customers are reluctant answer their mobile phone if they don’t know who’s calling. So, it’s important to give people as much information as possible.
  • 41% of customers say they are more likely to engage if businesses follow up a missed call with a text message they can respond to in their own time. In fact, sometimes a text alone is enough. 73% have reacted to a text message from a business, and 23% have been prompted to review a deal or contract coming to an end e.g. insurance or mobile contract.
  • 78% of those surveyed say that a quick text is all they need to remind them of an appointment or delivery, and 73% have remembered to make, change or cancel commitments to service providers in response to contact via mobile.

To find out more about your customers contact preferences, download the AOC e-book here  

 *This research was conducted before the Covid-19 pandemic in January 2020. Its purpose is to help businesses reflect, adapt and evolve communications with customers in a post-pandemic world. 

Remote Working: The Importance of Phone Calls With Customers

By | Communications, Customer Experience, Recruitment, Sales, Technology
Communicating with your customers when your business is fully remote can seem daunting, but keeping the conversation going is not a difficult as it may seem. With the correct set of tools at your disposal you can make the switch to remote customer comms seamlessly. With the correct software you can manage customer relations from anywhere with an internet connection. 
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Perfecting the Art of Conversation: Instant Messaging

By | Communications, Customer Experience, Product, Productivity, Recruitment, Sales, Technology

Instant messaging (IM) is a growing corporate communications medium with 43%5 of employees using IM tools for business. The platform began as a quick and convenient way to converse with friends and family and has become a principle means of communication for millions of us. As a real-time mode of communication, from one digital device to another, IM is a routine method for many of us to have a conversation. Read More

Perfecting the Art of Conversation: Face-to-face

By | Communications, Recruitment, Sales

The decline of conversation has been well documented in the news over recent years with countless attention-grabbing headlines. Modern technology has acquired a bad reputation as the killer of conversation, causing a deterioration in our ability to initiate and hold a conversation and it can be easy to see why. According to Grant Bailey of the Independent, “One in 10…. have gone longer than three whole days without a face-to-face interaction with another person.”1

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How to Measure Sales Performance With CloudCall Dashboards

By | Management, Productivity, Recruitment, Sales, Technology

To get the most out of your sales team and drive them towards achieving improved results you will need to measure their performance. Sales management dashboards have long been the go-to for monitoring high-level performance. They allow you to filter down data, highlighting only the key elements that provide valuable insight into a team’s success.  Read More