Three Simple Phone Hacks To Improve Your Customer Experience
Yana Prokopets 16 March 2016
1. Сallback form
Callback request forms are nothing new. Phone is a perfect medium to have your questions quickly answered. But many prospects are cautious about leaving their phone number because they are afraid of hard sell. A new generation of callback solutions is smart – they analyze visitor behavior and engagement (generally measured by visiting multiple pages and spending over two minutes) before displaying a callback popup screen. Typically, the screen says something like ‘You are welcome to keep reading information available on our website. But if you are busy, our consultant can call you back within the next 3-5 minutes and answer your questions about our CRM’. This is a win-win situation. You get a phone number and a chance to convert a prospect into a client, while the person on the other side of the screen gets a chance to talk to a real human being and get his questions answered quickly.
2. Intelligent Call Routing
New generation of online CRM and cloud contact center solutions come with ACD and ICR. ACD stands for automatic call distribution. It’s a system that distributes incoming phone calls between your agents. ICR stands for intelligent call routing and it distributes incoming phone calls, well, intelligently. When an existing client calls your phone number, ICR system automatically routes the phone call to the manager who has been assigned to this account. If you have a new caller on the line and the phone call gets dropped for any reasons, when this caller dials your number again, their call will not be put in the phone queue but rather routed to the agent who this person talked to before. Finally, if a new person calls your company and his call is transferred to a certain employee, when the caller contacts you again, the system will route the call to the same employee. ICR systems are designed to save time and avoid unnecessary transfers. Pretty smart, aren’t they?
3. Caller ID
All modern CRM systems come with CTI (computer telephony integration). Caller ID is an essential part of any CTI system. It checks the caller phone number against your CRM records. When a match is discovered, an agent sees the name of the person who’s calling and the history of recent interactions. This gives him or her a chance to greet the caller by name and anticipate the reason for calling (‘Hi Betty, I bet you are calling to find out if we sent you the contract yet’). It’s a small thing, but it does make an impression on your clients.