5 telephony features that improve customer satisfaction
Table of Contents
Call routing
Routing is a term used to describe the direction of a telephone call. Telecom companies like in2tel can create clever routing strategies that ensure calls are never unanswered. Routing can be used for a virtual number or an entire office block.
Examples:
A: A salesperson who works remotely
Your salesperson has a direct telephone line for customers. In the morning, when he’s in the office, he wants calls to go to his computer. He then needs to attend a meeting so that calls will go to his junior based on his activity. He leaves the office when he leaves the meeting, and calls are routed to his mobile phone.
B: International offices
Suppose you have two offices, one in Ireland and one in Australia. When the Irish office closes at 6 p.m., calls may hit your voicemail until the Australian office opens at 11 p.m. GMT. Calls will then be taken at the Australian office until it closes.
If you have the right strategy with the correct triggers to enable automatic routing, you’ll find customers are always answered, which should improve their satisfaction.
Freephone numbers
In Ireland, phone numbers beginning with 1800 are free for the caller. Instead, the receiver is charged. Businesses usually use freephone numbers to offer support or sell, giving their customers a free telephone communication method.
Call queues
No one likes being stuck in a queue, but the alternative is not to be answered. Call queues ensure that customers will eventually be heard, and with the right features in place, customer satisfaction can be significantly improved.
Queue announcements
Queue announcements tell customers their queue position and expected wait time. They can also direct them to self-help, such as a support page. These announcements increase the likelihood of customers staying on the line and keeping them informed rather than leaving them in the dark.
Queue callbacks
Your customers can register their phone numbers; when an agent is free, they will be called back. This reduces the need to wait on hold and the possibility of hefty phone charges.
CRM integration
Customer relation management (CRM) involves administering customer interactions. CRM platforms such as Salesforce, Zoho, Hubspot, and Dynamics automate most of this process.
When customers call from a registered number, their data can be ready to open on the screen. This reduces the waiting time needed for both the agent and the caller.
All calls can automatically be registered to the CRM system, and a record is created of how many times the contact has been dialled or has tried to dial the business.
This can be particularly useful to avoid accidentally spam-calling customers. If a contact has reached the maximum number of attempts, a block to the record can automatically be placed.
IVR / Menus
Interactive voice response (IVR) is the phone menu you hear before being sent to a person. It can be used to route customers to the correct department or agent. This saves the customer from being put on hold and switched from person to person until a perfect agent match is found.
Similar strategies can be implemented, as mentioned with call routing. These can be based on time of day, skill sets, or call volumes.
We can help you increase customer satisfaction
in2tel can assist with any of the services mentioned above. We specialise in creating bespoke call routing solutions to improve customer interactions and increase satisfaction.
If you want to contact us, use the live chat in the bottom right corner. Alternatively, call us for free on 1800 91 1800 or email sales@in2tel.ie
