How 80% of companies lose potential customers and do not even know about it (infographic)
Employee virtual PBX RingCloud recently needed a new apartment. His story to us about how the search for new housing was carried out provoked the appearance of this article.
We all know that finding suitable square meters is far from the easiest task, often taking all our time. The market is full of offers, but when it comes to such “large” acquisitions as living space (especially for ourselves or our family), we become especially picky. Going to buy an apartment, we will monitor the market 24 hours a day, 7 days a week. And, of course, we will not call all offers in order. We will add something to bookmarks, write something on the phone, in the end, there are many options. After all, we must accumulate in our heads a certain number of suitable objects, compare them with each other, and then start calling.
This is where trouble can await us. You can get into non-working hours. And if it says: “Hurry, there are only 5 apartments left!” or "Until the end of the offer 5 hours!" Suddenly this is exactly what we need? Many potential buyers rightly believe (given the price of the transaction) that you can try to call
after hours ... Against the background of the above, we decided to conduct an experiment and call the real estate company after the end of their working day.
Where did we get the phone numbers?
It's no secret that the placement of real estate on the subject is very expensive. For those who don’t remember or don’t know our target request: “buy an apartment in Moscow” in Yandex direct, according to Yandex, a click on an ad with such a key will cost from 300 to 900 rubles. We took the first 40 companies from issuing .... These were very large companies, whose names you must have heard.
How many companies do you think have talked to us? No, not an answering machine, namely a living employee.
Of the 40 companies that we called, we were answered only .... 6! Of the remaining 34, only 2 companies called back later! Thus, only 20% of the customers called by us processed the requests and tried to contact a potential buyer.
Of the 6 companies that answered us, 3 redirected to the head, and in three other cases the call was transferred to the contact center, where they recorded our contact details and gave advice.
Out of 36 cases when they did not answer us, in 25 companies (76%) cases the answering machine was turned on, we conscientiously left our contacts, and only twice they called us back. Thus, 92% of phoned companies do not even listen to voicemail. In 14% of cases when we were not connected to the operators after hours, the call was received on a mobile. 60% of the companies after the diversion were happy to talk with us.
What conclusions can be drawn? Each seller - no matter what kind of product he has - boas or apartments, seeks to meet his buyer. And for these purposes it uses any means, including advertising, for which the seller pays. But in the end, the buyer must call ... Yes, customers are different - persistent, intrusive, boring and not very observing the rules ... Yes, sellers are also people, they should have personal time after work.
But! There are options here:
- Conclude an agreement with the call center so that calls come to the operator after hours and the client can solve the issue with which he calls so urgently.
- Hire a person who will specifically answer calls when company employees do not pick up the phone.
- Record all calls that arrived after the end or before the start of work, and then call back to all numbers during business hours.
- Assign a “duty officer” after hours and forward calls to him.
- Or connect a virtual telephone exchange and bring telephony to automaticity.
The virtual PBX RingCloud will help to cope with any of this task , the functionality of which will help you track calls, make call forwarding, contact customers and make the right choice of an operator, depending on the question on which the customer is calling.