3 Telemarketing Tips
Every year, billions of dollars are poured into the development of apps, online portals, content development and other digital endeavors. But at the end of the day, more often than not, the real moment of truth resides in the domain of the phone call.
The phone call may be where the satisfaction and loyalty of a customer is won or lost.
1. Have Live Call Center Agents Taking Customer Calls. Eighty percent of consumers sent to voicemail don't leave messages, because they don't think they'll even be heard.
Customers are still using their phones, so it's important that businesses be prepared to engage customers on their time. Your ad dollars are working cross platform 24/7, so it is important to set up systems to ensure a potential or existing customer call never goes unnoticed.
2. Don't Count on Voicemail Messages Being Heard. More than 30 percent of voice messages linger unheard for three days or longer and more than 20 percent of people with messages in their mailboxes "rarely even dial in" to check them.
3. Consider That Customer Service May Be More Important Than Sales for Retention. A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-related.
It important to keep in mind that smart devices—where the rubber meets the road in terms of apps and the use of many online portals—are phones. If a customer is having trouble with an app or with a website, the next stop is a phone call. If this function is not robust and optimized, the customer relationship is in jeopardy.
Companies and brands are always looking for "the next big thing" when it comes to efficient and effective communications—be they marketing or operating. The phone call is a critical component to the customer service experience and to maintaining a customer base. Failure to invest appropriately in this vital marketing function may have a powerful impact on lead generation, consumer sentiment and your overall market share.