The call centre invades Facebook!
September 30, 2009
Consumers interacting with their chosen business on Facebook will now be able to have a call back option thanks to technology from CallMedia.
By linking together the call back option to the contact software of the chosen company, consumers will now be placed in the universal queue that handles all inbound calls and will then be called back in real time.
This is designed for an easier way of contacting companies, but also combines the best of both worlds – the ease of internet usage but also the added human touch of a phone-call from the company in question.
With this, CallMedia are enabling customers to talk to businesses quickly, but also giving brands the ability to turn that human touch and interaction into a sale. This will help the consumer but also businesses worldwide.
Colin Shaw’s golden rules for customer loyalty!
September 30, 2009
The best way for survival during a recession is to galvanise your established customer base and create a strong loyalty to keep them onboard.
Colin Shaw, the Customer Service author has stated while other companies flounder with their haphazard customer service skills, it is now time for you to improve on yours!
“Do you want loyal customers?” he asked the conference. “Loyalty is an emotional attachment. In business today we fail to see that. To build that attachment you have to do things.” These things included:-
• What is the experience you are trying to deliver?
• What are the emotions you are trying to evoke in your customers?
• What do customers really want?
• What provides the most value?
“If you think like that then you can generate loyalty and you can build great customer experiences the next time recession comes.”
It seems that a great customer service is the difference between a mediocre company and a successful company.
We are still demanding interaction with ‘real people’, say researchers.
September 28, 2009
Companies that do not provide a basic interaction are risking alienating their consumers and prospective customers according to the latest research by Invomo.
The research carried out has found that 40% of customers prefer purchasing on the telephone than online. While the internet seems the easiest way, people out there still need to speak with someone to get that ‘human touch’.
CEO of Invomo, Nick Wiley, stated that: “Companies that only have a web strategy for serving orders are missing out on significant proportion of business.”
This is proof in itself that consumers would rather speak directly to a company and be assured by an understanding voice, rather than a few clicks of a website.
3,000 consumers over 18 voted and results detailed that more than quarter were more confident in a company who they could speak to and 20% found it easier.
Successful Telemarketing Agencies – Beat the recession
September 10, 2009
We have all heard the saying “Only the best survive” and in these times of recession it rings true more than ever. Any company you look at these days has a need to promote themselves and they will see this as 1 of their priorities when budgeting. Most companies would rather lose people if need be rather than taking a cut from their marketing budget. It’s a simple equation:
Marketing = More people know about your company = More work = More profit = More Jobs.
That said people are now looking for better returns on their investments and want more bang for their buck.
We as telemarketing agencies have to give even more value for money services, whilst not letting this affect the quality of services we provide. Word of mouth goes a long way in this industry so we need to remember that the services we provide as professionals can reflect on the telemarketing industry as a whole. The moral of the story is to provide a good level of service and to keep our standards high. That way we all have a chance of being successful and beating the recession!
Team building trips – Are they good for your company?
September 9, 2009
Picture the scene you have just arrived at the location for your company’s team building trip. By a unanimous decision everyone decided that this year it would be paint-balling. Now all you have to do is split into 2 teams choose the leaders and spend all day shooting each other. Now this is all good fun but how much benefit do you get from this for your company. Arguments for say it gets staff to gel together more as a team by working together. This involves making decisions together and problem solving together and that can only be a good thing. Arguments against say it encourages one up-manship and non productive competition. I would go with the former rather than the latter as anything that brings the team together has got to be good for business!