It’s easy to return the client - do not let him go

    An important aspect of modern communication platforms is that they can do much more than just connect a client with a manager when he wants to. Today we want to talk about this practice as an example of the business of our customers.



    Putting ourselves in the place of the consumer (which is not at all difficult), we can perfectly understand what annoys us the most when communicating with companies: this is a long wait on the line, the inability to get through, listening to the mantra “your call is very important to us” and the manager’s complete inadequacy, who starts a conversation. Often this leads to the fact that the client angrily hangs up without waiting for the right answer. And this potentially entails losses, because if a person called you himself, then he is ready to pay you money for goods or services.
    Today we will analyze several cases of organizing the work of a virtual PBX using the examples of our clients who use different schemes of “retaining” clients who interrupted the conversation for one reason or another.

    Back call


    If the customer called, but did not wait on the line, you definitely need to call him back before he calls the competitors. When a call comes in to the virtual PBX, the subscriber’s number is fixed, and if the call was interrupted, it means that the client may already be calling on another phone to order something in another place.

    “Our business is very competitive, and we know very well that without calling us, a person will simply find another cleaning company in the ad,” says Mikhail from the capital's cleaning company. “Therefore, we configured our PBX so that it immediately called back to the number from the missed call and connected it to the manager.”

    Moreover, if you use a bunch of CRM and a virtual PBX, you can organize a check for the availability of information about the client in the database. And if it is already a known or existing client, you can connect it to the desired manager or at least show the manager his client card on the computer screen. After all, if it was a potential customer who nevertheless decided to contact you, he will be pleased to know that they remember him.

    Send SMS


    The second option for prompt response to the client leaving the line is to send him an SMS. This option is well suited for companies that simply cannot physically call back immediately - due to the large number of calls, the lack of operators or managers at the workplace at this time of day, and so on. It makes no sense to call and turn on the answering machine in this case - it is better to send a message to the potential or existing client with some information or even a profitable offer.

    “Given that there are a lot of companies offering car rental, we always try to make special offers to our customers,” notes Arseniy from a car rental company in St. Petersburg. - Sending SMS is a good reason to offer a 10-15% discount to a person who has not got through. We inform you that we are ready to give him a personal discount card, and this often works, the person calls again. ”

    By the way, SMS can also be sent simply with a message that the manager will call you back in X minutes. This will solve at the same time the problem of waiting for the vacated employee and maintain customer loyalty at least to some extent.

    Let him choose


    It is surprising that today very few companies offer convenient callbacks for those customers who do not want to wait on the line. For example, instead of marketing spots and “our call is very important to you”, you can simply give the information “press key 3 if you want our employee to call you back on his own soon”.

    “We have already implemented a callback scheme from the site,” says Anna, a logistics specialist at the grocery delivery company. - It turned out that you can add exactly the same for incoming calls. The client simply clicks on the number 2, and we call him back as soon as one of the managers is released. It’s very convenient and saves time both for us and for people. ”

    Conclusion


    The features offered are, of course, not all that can be done to keep the customer. If you have a CRM system installed, then the possibilities are very large - from behavioral analysis to preventive offerings. But if someone did not wait on the line, you can apply any of the above methods simply using our Virtual Hive PBX or IP-PBX Zeon , both in combination with amoCRM or any other CRM, or offline.

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