Month: December 2018

4 Easy Steps To Address The Problems Of Your Customers Wisely

Nowadays every business coach or leadership consultant is focusing on how to satisfy customers. Customer satisfaction is considered the key to a successful business nowadays.

Many things are there that one needs to address while considering customer satisfaction as a main objective of the business. Small businesses and start-up ones always face the issue from customers. Some start-up businesses often fail to build a solid customer base.

For any business, nowadays an environment of competition has emerged. This has demolished many small businesses and start-ups. Through this discussion, we will try to find out some basic ways to solve the service or product related issues of your consumers.

1. Take A Positive Approach

At first, one thing that needs to be done is to have a positive approach to the issues of consumers. Positive approach simple means a proactive approach that works with an undivided approach to solve the issues or problems of the customer.

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2. Get Your Team Involved

Another important thing is to work with your team while solving the issues of your customers. Teamwork is always considered to be superior as compared to working alone in any field. If you are a small business owner and want to solve the issues of your customers, you need to gather your entire team and seek innovative ideas from everyone. This will help you find out which way is faster and can be helpful for the customer.

3. Let the Customer Feel That He’s In Your Team

In the call center business, it is always important to take care of the customer. Why only call center business, even in any kind of business, the customer remains on the top. Therefore if any problem arises with the customer, you need to make the customer feel that you are with him and trying to solve the issue. For better results, you must give some prevention or small problem-solving tricks to the customer. This can be called as self-empowerment. Without your help, the customer can solve his issue and thank you in the end.

4. Use CRM software

Apart from all tactics of problem-solving, it will be a clever move to manage your customers virtually. You can deploy customer relationship management (CRM) software for your business. This type of software will help you see the previous issues, complaints and satisfaction rates of your customers. This will help you to accumulate the root issues of your consumers and troubleshoot them. It is also a fact that nowadays almost all leadership consultants and industry pros suggest utilizing CRM software for better insights into the progress and lead management of your business.

Conclusion

It is not an easy task to address and solve the issues of customers for a business every time. But it is required for a brand to establish itself in this competitive world. We just tried to give you three basic tips to address and solve the issues of your customers.

User-Friendly IVR System: How To Touch The Lives Of Your Customers?

For a layman, IVR system might sound weird but it is actually made for a layman. Keeping its technical definition intact, Interactive voice response (IVR) can be defined as a system that interacts with the customer through the voice response of the customer.

Anyways, as the IVR system is extremely helpful for small businesses, we must make it accessible for every individual who has a dream to do something innovative. The most beautiful thing or you can say accomplishment for a business will be to touch the lives of customers.

In this blog, we will try to make the IVR system more users friendly. We will try to see it as a blessing for customers and encourage readers to use these tips to woo their customers.

1. Install Natural Pre-Recorded Prompts

No life can ever be touched without another life or a product that resembles life. When we think about making IVR system user-friendly, our first step should be making things genuine. This means the pre-recorded voice that you use in your IVR must sound natural and pleasant to the customer. For this, you can record IVR prompts through genuine artists and voice specialists. Remember this will make the first impression on the customer.

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2. Use Visual IVR System

The visual IVR system is another modern way of interacting with customers. The impact of the visual presentation is more than audio presentation. Another thing is that sometimes pre-recorded voices remain unclear and the customer becomes frustrated while listening to it. Visual IVR is a customized menu showed on the screen of the Mobile/Pc of the customer. The customer does not need to listen to anything but use his fingers to choose the appropriate options from the menu. According to current surveys by some independent organizations, it is showed that about 55% of the customers like to use visual IVR system. Let’s hope that we will see telecom companies using Visual IVR more and more in the coming days.

3. Avail Live Agents Through IVR

Sometimes people say that it’s AI that will take over the world soon. But I think, no matter how advanced we become we will always love a human being to address our queries. Therefore live agents or real persons are important to address your customers. Many companies do not avail any live agent via IVR or if they do, they want the customer to follow numerous steps to opt it. This cannot be said user-friendly from any point. For a user-friendly IVR system, you must let the customer have the option to talk to a live agent at any time discarding the current process.

4. Accumulate The Client’s Needs

To find out what your customers want is very important if you really want to build a user-friendly IVR system. You should design your Interactive voice response (IVR) system considering the needs of your clients. You can prepare a list of customer’s complaints and issues and design the menus of your visual IVR according to that. With this, you can try to solve the issues of your customers via pre-recorded computerized voices without a live agent. An organized way of IVR menus and options will make a positive impact on the customer about your brand.

5. Seek Customers Feedback

Customer feedback is important in any kind of business. Seeking the feedback from your customers will give you an edge over your rivals because you can detect the flaws in your services/products and enhance it as per the customer’s convenience. Therefore a user-friendly IVR should have options for the customer to rate the interaction or troubleshoot done by the agents.

6. Make It Open For 24/7

It is a fact that we humans cannot work every time. We need to take rest to be charged up and work on a new day. But machines or software don’t need rest. They can work seamlessly without getting tired. Isn’t it? Therefore make your IVR system open for 24*7. It will help your customers get the required information about their issues in the absence of live agents.

Conclusion

In the end, the true meaning of ‘life touches’ will be to be convenient and soothing for another life. We know machines cannot act like humans but they can surely help humans if they are utilized properly. A user-friendly IVR can accomplish many good things for your brand. We just discussed above, how to make IVR system user-friendly or life touching. We hope this will help you enhance your customer experience and lead conversion rates at some point. Please give your feedback below in the comment box.

How Call Center Software Can Help Travel and Hospitality Companies

Travel and tourism customers often expect the best hospitality as well as customer support service. They always look for a personalized service at every step of their tour. Thu it is important for organizations to provide an uninterrupted service to the clients and fulfill them by being there with them even in crises period. Through call center software you can build a 24*7 customer care service for the traveling customer.

Today travel industry edges stay thin and under strain, as they are surrounded with a number of customers. Travelers often surf the web to locate the best deals, check reviews and communicate with the travel and hospitality service provider. Thus the provider needs to offer unique service and support to compete with another provider the capacity to contact clients wherever and at whatever point they have to contact them.

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Sip2Dial, leading call center software solution provider enable your travel and hospitality business to convey client benefit according to the dynamic needs of the market.Sip2Dial provide customized and cost-effective call center software service for clients across the world. It has the capacity to provide a solution that suits your business needs.

Benefit of Using Call Center Software In The Travel & Hospitality Industry
Multi-channel customer service

The travel and hospitality industry has seen an entire change because of the adoption of online innovation by clients. The accommodation of online booking, however, has not decreased the prerequisite for responsive client benefit for help or issue goals. While clients are as yet inclined toward telephone bolster, they are additionally open to living talk help. Email reactions and SMS notices are currently expected, as are self-benefit channels like IVR. Through our 24x7x365 multi-channel call center, we furnish travel and accommodation organizations with the way to associate with clients on any of these channels according to their inclination.

The consistency of customer care

The success of a tour and traveling business is situated around making clients feel uncommon, and as your call center software partner, we guarantee the client benefit you offer goes with the same pattern. Our call center operator prepares in your image esteems and to lead any discussion with your esteemed clients with affectability, cordiality, and kindness. We plan to make a positive impression about your business in each client connection in any communication channel.

Scalability

The travel and hospitality industry is portrayed by peak season and off-season business. With Sip2Dial, you can be guaranteed of client benefit bolster for your standard business prerequisites and also when business ends up lively. We have the ability to scale up the assets doled out to your task, both regarding prepared staff and innovation, and additionally, give client benefit bolster crosswise over time zones.

Conclusion

If you are in the field of travel and hospitality business and looking for a good call center software for your business then your queries end with Sip2Dial. Try our free trial service for 30 days and decide which call center software you need.

Call Center Tips: How To Motivate Your Employees

For a business, it is crucial to motivating its employees for doing better work. Call centers are the busiest places on earth. They always make or receive calls of their customers, solve their problems and provide the information. Sometimes call center employees aka agents to face the issue of demotivation.

During such circumstances, the productivity of your call center is decreased. Your agents fail to five their best to address the issues of your customers which may lead to lead leakage. Hence we will try to find out some important tips for call center industries that will help your agents get motivated and give their best performance for the growth of your business.

Make A Friendly Environment In The Office

It is said that corporate houses are the places where we see co-operation and friendship from a different perspective. In call center business it is important to create an atmosphere that is friendly. You should make a friendly and excellent environment in your office so that your agents can freely express their opinions and work without any stress.

Interact Daily With Your Agents

If you are a call center business owner, you need to interact with your agents on a daily basis. This helps you build a friendly relationship with your agents and makes them feel good about their work. Everyone has problems in his/her life so as your agents. Hence if you share some motivational stuff or ideas with them regularly, they will dedicate themselves more towards their work.

Add Some Motivational Training Sessions

Every call center conducts a training program to train fresher agents. But you need to do something out of the box here. I mean you can organize some extra motivational and personality development sessions for your agents that will help them stay motivated.

Reward Them For Their Performances

Another important thing is to consider your employees as a family and stand by them during their good or bad situations in life. If you only behave like a boss nobody will be able to connect with you. Therefore you must set a parameter in quality, behavior, attendance and other conducts to reward some selected employees every month or week. This will encourage your employees to perform better as you know appreciation is the best way to motivation.

Conclusion

In the end, it is important for you to think creatively for the betterment of your agents as they are the ones who will help your office/center achieve its goals by satisfying your Customers in the call center. Your ideas will lead your business and if you implement them honestly, results will be in your way.

5 Ways To Handle Angry Callers In Your Call Center

Human beings are made of certain beliefs or prejudices. These beliefs are composed of emotions and feelings. When things are in your favor, you will be happy while if it does not go your way, you can be sad or angry.

Call center business is all about dealing with the feelings and emotions of customers. Sometimes you will deal with an extremely happy and gentle customer, sometimes an annoyed one and sometimes a furious caller.

It is not an easy task to deal with frustrated or angry callers for a customer support executive. Some agents handle angry customers well while some fail to do so. We will try to find out 5 important ways to handle angry callers through this post.

1. Remember The Protocols

The first thing agents need to remember is the training protocols they learn during their training period. During the training period, the agents are made to follow verbiages and other technical protocols. Hence these basic protocols can help your agents handle any type of caller.

2. Don’t Take Things Personally

If you see army personals, they kill people, destroy areas but they are not called as criminals. It’s simple as they don’t do it to fulfill their personal purpose but the purpose of their nation. Similarly, you can learn things from them and not consider anything personal while working in a call center.

3. Let The Customer Speak

Always remember, the customer remains on the top in the eco-system of a business. Call center business is all about interacting with your customers and solving their issues. Therefore always give priority to the customer. For callers, the call center business sustains. Try to be a good listener and listen to the customer first before speaking anything. This will make the customer feel that you really care for his issues.

4. Sympathize With The Caller

In call centers, agents often encounter with some frustrated callers who come up with some issues like credit card not working, balance deducted or system not working. In such circumstance, the agent must sympathize with the caller before addressing to her/his queries. This will make the caller feel good and remain intact with the brand your call center endorses.

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5. Try To Solve The Problem

Lastly, the agent should make his goal to solve the problems of the customer. If the issue is not big, then the agent should try to solve it immediately from his end instead of giving any processes or methods of solutions to the caller. If the agent is not able to handle the caller, he should immediately forward the call to his senior executives or managers.

Conclusion

It is a fact that call center business is one of the most growing sectors across the world today. It gives employment to thousands of youths. In this blog, we tried to figure out five basic tips for the agent while dealing with an angry customer.