Improving Customer Experience with Your Phone System
It’s no secret that improving your customers’ experiences with your business will go a long way towards improving your bottom line.
For example, one source says that 90% of consumers read online reviews before visiting a business, and 86% of consumers will decide against buying from you if they read negative reviews about you online.
And guess what causes people to leave reviews online? Their experience with your business, of course.
So if one of your business’s primary points of contact with customers is over the phone, then learning how to improve your customers’ phone experience should be a top priority.
With that in mind, let’s look at a few things that can lead to bad customer experiences, negative reviews, and ultimately less sales.
Things that can cause bad customer experiences
Waiting on hold
Did you know the average person waits on hold over a year of their life? That being said, being able to reduce hold times is going to be extremely important when it comes to improving customer experience.
Poor call quality
Few things aggravate a person, especially an already-aggitated customer, more than not being able to hear during a call. Can’t hear, get interrupted, trying to put in digits through auto-attendant and you can’t hear to get the process completed.
Can’t get the right person
No one likes getting put through a frustrating auto-attendant that can’t solve your problems. With time at a premium, make sure your callers feel like their time is being honored and their call is being routed appropriately.
Now that we’ve gone over what not to do, let’s look at a few ways you can improve your customers’ phone experiences with your business.
How to improve customer experience over the phone
It is not uncommon for businesses to operate with very little insight into what’s going on with their office communications, other than anecdotal evidence and vague reports of customers waiting on hold too long. A quality phone system can provide on-demand custom reports that show you how your business is handling its call volume.
Call reporting allows you to be proactive and see where problems are occurring. Also, putting information at your agents' fingertips means they never have to ask repetitive questions that already live in your database.
For example, looking at abandoned calls, redirected calls, detailed call logs to see when people have been transferred too many times or hung up on helps you train people and change behaviors that are causing those issues.
In order to improve the customer experience for your callers, you also need to know who on your sales team has been on the phone the most this week and how many calls you have in the queue. You might benefit from granular data about individual calls too. A good phone system will provide you with this information.
Having real-time visibility to your call activity means you can keep your fingers on the pulse of what’s happening in your organization, so you can make adjustments that help you, your employees, and your customers continually improve customer experience with every call.
IVRs and auto-attendants
IVRs and auto-attendants make call routing really easy, which means your callers can get to the right place quickly. This takes stress and work off your plate as a business, and it gives you peace-of-mind knowing your incoming calls are being handled in a professional manner every single time.
Training tools such as Monitor, Whisper, and Barge allow you to do just that - listen in on calls to make sure people are saying and doing what they’re supposed to and record calls for future training.
But what can you do if you’ve already got an angry customer on your hands? How can you avoid the negative repercussions that often come with upset customers (bad reviews, negative word-of-mouth, etc.)? Next we’ll look at how to turn an angry customer into a happy one.
How to make an angry customer a happy customer
Upset or unsatisfied customers are simply a reality of business. No one is perfect, and even if you were, there would still be someone out there who finds fault in something you do.
Both customers and businesses have bad days, so mishaps and mistakes are bound to happen. But what do you do when things go south with a customer? Here are a few tips.
Barge into calls or become part of a call as a supervisor
As a supervisor, you need to know what is going on when a situation is unfolding. As soon as a customer becomes irritated or angry beyond what your team is able to handle themselves, you need to be able to step in and mediate quickly and effectively.
VoIP features like Monitor, Whisper, and Barge allow you to listen in to the conversation, whisper instructions to your team member without the customer hearing, and barge in (or become a part of) the call when it becomes necessary.
When you’re able to be on top of the situation like that, it eliminates the need for your team to put the customer on hold and fill you in on the situation, making for a much smoother and faster resolution to customers’ issues.
If your team has a situation that involves more than one person, instead of using the Barge feature to join the call, you can simply put the customer in a conference where multiple people can work to handle the issue together.
One of the best ways to keep angry customers happy is to take preventative measures. As we’ve mentioned, one great step towards minimizing the volume of unhappy customers is to simply record calls for later reference. These serve as great training tools to make sure those issues don’t reoccur in the future, and they also serve as an unbiased third part to all conversations.
Improve Your Customer Experience with a Quality Phone System
The right Unified Communications solution can help your business handle every call with outstanding customer service.
Eliminate hold times, call queues and put phone system technology to work to make your business stand out in the crowd. Every call represents your brand - what does your phone system say about your business?