When do your customers call you? Think back over the course of the last few weeks and ask yourself this question. How much time have you spent on the phone? And, of those calls, how many led to a direct benefit to your company? When it comes to providing good customer service, it’s always essential to provide your customers with a way to speak to you no matter why they call. But, it is also important for you to recognize when those calls may not be what you need to spend your time on.
Why Are Your Customers Calling You?
With the help of call tracking and call routing, you can get on the phone to handle the most important calls while allowing your team to handle situations where they may not directly need your attention.
First, let’s discuss why they call. There are four times when customers call – in these situations email, text messages, and even chatbots will not work. They want and need a real person to talk to. These are instances in which your clients need to reach out to you.
#1: Your customer has an emotional investment they need handled
This is when you want to be on the phone. It is always important for companies to create this type of emotional connection with their clients. It means they are invested in you. They want to succeed with you. Customers have emotional dedication to your company and they will come to you to meet all of their needs. Your customers call you in these times because they have concerns, needs, opinions, or other emotional-driven factors that are causing them to need to connect with you right away.
#2: Your customer has a financial investment
Money matters to most people, especially when it is an investment or an important transaction. Today, you will find that people view the phone call as the time when they need fast answers, and they need real information. They can log into their account, but when they want clarity and confirmation they are going to pick up the phone. And, again, when a customer calls you, for this reason, you need to react and be able to answer them. If you fail to meet this need when it is so important to them, your customers will turn to someone else to solve their problem. 61% of consumers find it extremely/very important to be able to call a business during the purchase phase of their decision-making.
#3: There’s some type of complex situation that needs immediate attention
Sometimes, it is just easier to talk about something than to write it down. It’s complex, challenging and it’s worrying them – and these are key reasons why your customer is going to call you to get information rather than send a message through your website. It is also important to have well-trained customer service to help not only answer their questions but also to provide a simplistic answer to the concern.
#4: Your customer wants to complain
It’s true. Customers can be noisy about their situation when they have a bad experience. They want to complain. They want to tell you how much you’ve disappointed them. It does not always need to be something that you’ve caused to occur. If they are unhappy, they need you to know about it. Sometimes, this is the ideal time to turn things around, too. This is when you can finally fix their problem and build a better relationship.
Sure, email and chatbots can help to speed up the process of providing information to customers. Yet, they cannot replace true customer service over the phone. When you realize that you still need to provide an avenue for these types of situations, you’ll see the value of adding call tracking and call routing services that make it easier for you to meet their needs. To get started visit try.retreaver.com!