27 Nov Don’t let Your Telephone System Cause Poor Customer Service
This just in; customer service is fundamental to success! Okay, so that might not be news (at least we would hope not), but did you realize that businesses currently lose around $75 billion to poor customer service? Many companies perform so badly here that around 67% of customers are becoming what’s known as ‘serial switchers.’ As if that weren’t worrying enough, 51% of consumers report that one negative experience is enough to stop them from ever doing business with a company again!
In an age where more companies are concerning themselves with 24/7 web chats and speedy social media replies, phone calls are often most liable to fall foul in this respect. That, despite the fact 60% of customers still prefer to call companies. Therefore, it’s hardly surprising that we’re falling down!
If you’re to stand any chance at success in a competitive modern market, it’s fundamental you get on top of this discrepancy. Otherwise, you’ll drive your consumers into the waiting arms of the next best company. Worse, your word of mouth marketing will turn on its head as they tell as many as 15 people about their bad experience! Instead, you need to think about telephone systems that can stand up to demand, and customer service, in 2020 and beyond.
Signs that outdated call systems are letting your customer service down
First, it’s vital to understand whether an outdated call system is costing your customer service. Top warning signs that this is the case include –
- Continual hang ups
- Short tempered customers
- Poor reviews
- Never ending call queues
- Dropping profits
Each of these issues has the propensity to cost you a great deal, both in reputation and profits. What’s more, they’re uniquely based around your outdated systems! Given that average consumers are only willing to wait on hold for 90 seconds, a flat dial tone or unmonitored call queue is never going to work. Worse, excessive wait times without auto-attendants make it look like you just don’t care.
Cloud-based telephone systems for improved customer service
Nicky Smith, president at Carolina Digital Phone, says that you should never let your customers be ‘one click away from leaving you,’ especially considering that acquiring brand new customers can cost almost 25 times as much as simply utilizing the ones you’ve got. The solution is simple, and it rests with upcoming cloud-based telephone systems.
By updating your call-center capabilities using our cloud-based telephone systems in collaboration with top names like Carolina Digital Phone, you can improve your customer service with a range of benefits, including –
- Better call flow
- Call queues that work
- Call back services
- Supervised call monitoring
- The best auto-attendants
- And more
Unlike the issues mentioned, each of these benefits shows your customers that you really care. They can reduce wait times, provide guidance for customers on hold, and generally help you to focus on all-important retention. That, in turn, leads to improved phone experiences across the board, and 77% of recommendations that can take your company to the next level without fail!
About Carolina Digital Phone
Carolina Digital Phone is a pioneer of hosted phone services, and provides products that improve the capabilities of business, education and government telephony, while reducing their overall cost. The company’s offerings stand out for their excellent value, including very competitive pricing, the industry’s deepest feature set, ease of deployment, and many user-friendly packages — from a full turnkey set-up including dial tone and VoIP phones to automated call answering and routing solutions that work with existing landlines, smartphones or digital phone devices. Learn more at https://carolinadigitalphone.com.