Even when using email marketing, businesses should ensure they put such simple facts
as the company telephone number in a clear place as customers will feel more reassured if they know they can pick up the phone and talk to someone if necessary.
The customer service experience is then likely to determine whether the company gets the business from that particular customer, as research has found as many as nine out of ten people will avoid a company if they have experienced bad customer service.
Firm that offer top quality Call handling and IVR satisfaction to customers looking for technical knowledge, advice or wanting to complain will keep the company well-regarded among consumers and that can only help them going forward.
Every customer will remember a bad call experience with a business or brand and they are likely to tell their friends and work colleagues about it. Poor call handling can result in a bad reputation stretching further than just the one consumer involved.
It is not just a case of answering and dealing with inbound phone calls but also how the firm responds to requests for information from possible customers. Recent research from the Direct Marketing Association found that 19% of retail and service industry companies made no response in a trial where it requested information from 200 UK-based companies.
A fast and personalised reply from a firm is highly likely to result in increased sales and it seems to be simple things such as customer service that holds many firms back. No matter how impressive or wonderful their marketing campaigns are, if they have poor Call handling and IVR, or fail to respond to consumer queries, then they will lose sales and tarnish their reputation across the board.
Telemarketing is a method that can also bring in huge amounts of business but often fails if the callers are not highly skilled at customer service. Such marketing techniques can bring in more business from existing customers and is seen as a simple way to increase sales.
It is important for all companies, particularly growing businesses, that they nurture any client relationships they establish and ensure customers feel regarded and appreciated. Such little things such as quality customer service can have big impacts on profit.