Social CRM seems to be the future when it comes to interacting with your clients and potential clients. There are numerous advantages such as it is faster, more interactive, and more personal and let’s face it less expensive.
Does it mean that telephone answering service and other traditional CRM systems are sentence to death? No, no really.
If you have a diverse client socioeconomic grouping then different communication channels are required. The older generation prefer agent support and old fashioned voice interaction, the younger generation prefer internet based solutions and computer based interaction.
You can have a unique and multichannel contact centre that provides all the channels that you need and allow you to ramp up and down according your requirements.
But how do you choose the proper channels for your business?
What communication method is preferred by your clients?
1. Put yourself in your client shows
What kind of problem are your clients more likely to have? And… if you were looking for a solution, how would you like to be helped?
2. Market research
Manipulate your client database to discover trends and develop a typical client portfolio, carry out field research and ask your clients what they are looking for in relation to CRM “Sharing is caring”.
It will improve your company & brand image. Some contact centres offer market research services too.
3. Seek advice from a contact centre professional
Professional advice can be less expensive and a faster way to understand the market dynamics. Explain your case to a multichannel contact centre; they will be able to provide you with some advice and case studies from previous clients.
Recommendations and outsider point of view can help you to see your requirements from a different perspective. But remember that the last decision is always yours.
4. Start to deliver your customer relationship management with the right partner
We really recommend creating partnership with a 24/7 and multichannel contact centre.
You will be able to:
– Ramp up and down easily deciding if you need shared or dedicate agents
– increase or reduce your “opening hours” suiting your requirements and business needs
– add new platforms or redefine your approach to these adding an extra value to your business
5. Keep analysing the results
Your contact centre will be able to provide you with statistics such as number of calls, e-mails, chats and social media interactions, average length or duration, issues solved on first resolution basis and so on.
Don’t be afraid to ask for all the data you need.
This information will be important to improve your customer relationships.
If you need some help to decide what is the best approach to deliver your customer care, please fill free to contact us and let us work with you to find a solution.