Use of Call Intelligence to Improve Sales and Customer Experience

Use of Call Intelligence to Improve Sales and Customer Experience

How Go2Market Use Call Intelligence

1. Phone numbers as clear Call-To-Action buttons:

Call-To-Action buttons have been known to boost conversions by significant amounts. A strong call to action encourages the client to take specific actions – such as ‘download an ebook’, ‘call now for details’ and ‘attend a webinar’. CTAs should be placed strategically at a spot where individuals are likely to notice it more. Of course, the CTA has to be influential enough to prompt action. A good, clean plan is crucial for a CTA to really work.

People these days have moved from desktop user to being mobile users. Gone are the days when potential customers needed to copy the number a business wanted them to reach on. With most customer having cell phones, all CTAs can go one step further and become clickable telephone links. Tapping on the CTA button initiate the call for you. This feature has come to be viewed as so convenient that many clients avoid contacting businesses that do not have this feature.

2. Inspect Sign Ups for Independent Campaigns:

We modify our pitch to the clients based on the number the call has come into and the campaign they have seen before enrolling. In fact, our company take it one step forward by helping our customers to calculate their marketing ROI using the numbers they have given as Click to Action (CTAs). We can simply assign specific virtual number to each campaign, calculate the ROI on each of these campaigns and each platform on which campaign was run.

Having this kind of information gives a complete view of what’s working most for lead conversions and allows you to optimise search terms, marketing platforms, landing pages through giving you a whole control on your marketing spend and outcomes. If you are using this for print ads, having one number for each ad will help you to analyse which ad performs better than which one.

3. Call history to understand potential customers:

When someone registers for a free trial, we do a check to see if they have called us before registering. If they have, then we utilize the info on the call to give us context on the needs of this potential client. Once we understand that, it turns out to be simple for us to highlight and bring the most useful features to the forefront for their business.

4. Ensuring Availability Based on Call Volumes:

Having call data helps you to recognize the hidden problem of a situation. For example, one of our client started 24/7 customer support center after noticing a steep increase in the call volumes at night. Eventually, after further analysis of call data, they decided to move 8 AM to 12:30 AM model. This guarantee them that no customer call went unanswered. In fact, it helps organizations to understand their customers calling patterns and handle their manpower requirements accordingly.

5. Boost Conversations Using Recordings:

We use call recordings for better understanding of what customer needs. It ensures that our team is improving their conversation based on what customer has said. Even after signing up, our call analytics continue to provide us important data to increase value for our customers.

Call intelligence is extremely useful to improving customer experience. Unsatisfied callers can be traced to understand the nature of their issues. For instance, confusing menu options and dropped calls can be easily identified and rectified.

6. Build the right connection:

One more simple thing for which we use call intelligence is to determine the path, a caller or potential customer should take when he calls. When a customer calls first time, they have an IVR option which allows them to connect with concern department. If the customer has already called before, he will directly connected to the concern department. This makes it convenient for the customer to speak to relevant team.

To enhance our customer experience, we also use another feature call ‘Sticky Agent’. When a customer calls second time, this feature ensures to connect the call to the person he spoke to the first time. It helps customers to get connected to the executives that were already know about there issues, thus they do not have to repeat themselves.

Customers are core and soul of a business, both new and existing customers are important for an organization. A business cannot succeed without customers, if we nurture and take care of existing customers, they will have many reasons to recommend your business to others. A new customer, if catered on time and well, will be convinced to choose your business in no time. These small yet effective call intelligence tricks will give a comprehensive view of the customer while giving them the confidence they need in your business.

Team FHS
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