21 January 2014

How to Provide Better Customer Service at the Push of a Button

“Waiting is frustrating, demoralizing, agonizing, aggravating, annoying, time consuming and incredibly expensive.”

That quote is attributed to a FedEx advertising campaign from the 80’s, but its sentiments are timeless and implications huge: customers want attention now, and with each minute they wait, they’re growing more and more impatient—and likely to take their business elsewhere.

Just how bad is the waiting problem? Did you know that just saying “Your call is important to us. Please continue to hold” is singled-out as one of the three most annoying “support” phrases your company can use? It’s true! According to a 2013 survey from Time Magazine, 53% of people say “they spend 10 to 20 minutes on hold each and every week. That 15 minutes or so per week adds up to 780 minutes per year—or 13 hours annually—spent waiting for a company that swears via automated message ‘we care about your business’ to answer the darn phone.”

You obviously don’t want your business to be known for keeping clients waiting, much less for annoying them (and definitely not for 13 hours!). You’re striving to delight them. So what can you do to provide an exceptional experience when a customer calls?

We found the answer to this question straight from potential clients themselves: 55% say the ability to easily find the information or help they need makes a memorable experience that causes them to stick to a brand.

Your current and potential customers want service fast, and through phone number routing you can provide that in the shortest amount of time. Here are a few routing strategies your customers can benefit from:

  1. Routing by interactive voice response (IVR)

    This method gives customers easy access to specific branches or departments of your business by prompting them with short questions. Customers’ responses determine who should answer, saving time and simplifying the purchase interaction process. IVR can also track responses and place and process orders, which makes it a valuable strategy for generating leads for your business!

  2. Routing by location and zip code

    Routing by geography automatically sends calls to the location that is closest to the customer based on his or her area code without redirecting; no more wasting time for your phone representatives to take the call, find where it needs to go and then transfer it. Zip code routing works similarly, allowing your business to have customers directed to the location closest to them more precisely. Your customers benefit from these geographically-based strategies by calling a single number, and they are then routed immediately to the location that can best serve them.

  3. Routing by time of day

    Business development doesn’t have business hours! Time of day routing gives your customers the ability to route calls at the push of a button any time, whether your business utilizes an after-hours answer call center, or you simply want to answer your evening calls personally at your home. This strategy ensures you’ll get your leads connected to someone who can help you capitalize on them, and it benefits your customers by providing representatives to take their call on nights, weekends, and holidays.

By implementing these number routing strategies, you’ll be able to efficiently and precisely serve your customers—improving customer experience at the push of a button! Phone number routing is just one of many customer service elements that can make your business stand out, so go ahead and take a look at these effective solutions you can use in conjunction with routing.

Give us a call or contact us about how we can work with you on your journey to satisfy customers. We promise, we won’t keep you waiting!