There are multiple trends in communication that are expected to grow throughout 2014.
1. More businesses will incorporate or deepen their integration with the cloud.
The flexibility that the cloud offers companies will drive new product and service offerings. Because of this integration with the cloud, the purpose and role of IT departments within organizations will shift. Continue reading
Imagine that you call a company about a recently purchased service subscription. When you can’t solve the activation problems on your own, you decide to call the 800 customer service phone number. The answering message greets you with a welcome and then states “Your call is important to us. Please hold.” After waiting on hold for more than 10 minutes, you are connected with a customer service agent. That agent doesn’t know how to solve your problem and transfers you to another department. Your on-hold time starts all over again. Once you repeat all of your information and problem history again to the new agent, you are suddenly disconnected from the call. Continue reading
Are you providing customers with the information they need the first time they contact your company? Customers that have to call back to find answers get frustrated. Solving a customer’s issue on the first call can build higher levels of customer loyalty, reduce aggravation, and lead to time and money savings. Continue reading
According to Ask.com, streamlining is defined as the process of simplifying or limiting the number of steps in any process to decrease its complexity. Streamlining processes helps one to save time, money and improve regulatory compliance. Services in the cloud help you do this. Continue reading
This KISSmetrics infographic describes customers’ reactions to good and bad service. Make sure to read through to the bottom of the graphic. You’ll find several useful insights on how customers view customer service agents and auto attendant recordings. Continue reading
Use your auto attendant to impress your customers. Dialing a number only to be greeted by a recording does not need to be a frustrating experience. Implement these 6½ tips to help greet customers, route calls, and provide needed information. Continue reading
With fewer conversations taking place face-to-face, it can be difficult to overcome the barriers to communication. In articles, you’ll often see the following research outcome – only 7% of the way our messages are received have to do with the words we choose. The remaining mix depends on tonality (38%) and body language (55%). As we deal with others remotely, such as via phone, how can we ensure effective communication when we can’t be seen? Continue reading
One of our clients, Jennifer, called with a problem. Jennifer has an outdoor living catalog which allows customers to order items via her website, or call in orders, if they’d prefer. She has several part-time employees that answer calls and take order information via the phone. Sally noticed an increase in returned shipments due to incorrect addresses over the last several months. She wanted to investigate this dilemma and wondered if Halloo’s virtual phone system could help. Continue reading
How can call recording help your small business?
- Increase customer satisfaction – Recording calls will allow you to reward exceptional customer service. It also provides the opportunity to diffuse customer issues before they escalate.
- Provide training material - Examples of good, bad, and unusual calls can be shared during training sessions with new employees as well as during team meetings.
- Increase accuracy - One of the primary areas for errors is in documenting information that is conveyed via the phone. With the call recorded, team members can review shipping information and order quantities before submitting final order requests. Continue reading
In a recent interview published by bestreviews.net, Halloo’s CEO, Jim Li was asked, “Which tips would you like to give to small businesses to improve their phone calls, other than using a VoIP of course?” His response was “Small businesses should think more about the cost of missing calls. According to a Fortune Magazine study, 80% of callers to businesses hang up when hearing voice mail. Considering the expense that most companies invest in marketing and convincing would be customers to pick up the phone, dropping the ball at the goal line is especially tragic. We introduced the Halloo Receptionist service as an optional feature to help our customers ensure that their important calls get answered by a live agent, 24x7x365. Staffing for that level of service is well beyond the means of most SMBs. Rolling over to a professional 24×7 call center reduces abandoned calls and makes a small business appear larger. This increases confidence and customer satisfaction.” Continue reading