A business’s ability (or inability) to successfully service incoming callers can either catapult or cripple the company. When individuals call you, they need help, and a good experience goes a long way toward them purchasing your solutions and/or talking positively about your organization to their friends and family. You need to do whatever it takes to ensure your customers and prospects have a pleasant experience when they contact you.
After all, research shows that Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences (Global Customer Service Barometer). And 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report).
These statistics underscore the importance of implementing a well-orchestrated inbound call management system – one that answers calls quickly and routes individuals to agents that are both available and qualified to address their needs.
A cloud-based inbound call center solution provides your business with these capabilities and much more. In fact, you will receive all of the following features in one bundled web-based software product:
• Hosted IVR
• ACD Intelligent Routing
• CTI Screen Pop
• Custom Inbound Numbers
• Voicemail Box
• Custom Reporting
Personalized Customer Service
In addition to calls being routed to the right agents at the right time, the inbound call center software will screen pop caller’s contact information and purchase history right to the agent’s desktop so they know who is calling before answering the phone. What’s more, a customizable interactive voice response (IVR) unit enables callers to self-service many of their needs without even having to speak with an agent.
Higher Sales Closure Rate
When a call comes in from a sales or marketing campaign, the system knows which one the person is calling for based on custom inbound phone numbers you select. The software can also instantly populate the agent’s screen with the appropriate sales script so they will know what to say to incoming callers to convert them to paying customers.
Targeted Marketing Campaigns
Inbound calling reports tell the Marketing team which campaigns are the most successful and which are not. With these metrics, campaigns can be adjusted in real time to maximize their success. Furthermore, based on incoming call data, calls will be automatically routed to an appropriate salesperson who is primed to take the call and convert it to a closed sale.
As you can see, a cloud-based inbound call center solution has the power to transform the sophistication and operation of your call center overnight, while arming your business with everything it needs to radically enhance customer service and dramatically improve your Sales and Marketing functions.