The simple answer is yes, your phone systems can affect your marketing efforts.
Companies invest significant money, time and effort into their marketing campaigns in the hopes that it will bring in new business. Nevertheless, as that traffic starts to arrive, it’s imperative that they have an experience that impresses them to either come back later or make a purchase. But if a business doesn’t deliver the high-quality products or friendly service promised, all that effort and money will be wasted.
A business’s phone system is frequently the face of a company. Before making a purchase decision, customers often have questions. If they have a frustrating or disappointing experience attempting to get the information they need, they may choose a competitor that is better equipped to serve their needs.
Here are some things that can help you win loyal customers.
The greatest customer service killer is a business’s phone directory. Even with advanced features like voice recognition, these can put customers in endless spirals. It’s important to always offer callers the option to receive help from a live person.
If you can’t offer 24/7 support, make sure this option takes callers to a voicemail where they can leave a message so it can be assigned to an employee to return those calls as quickly as possible. Frequently test out your menus to understand the perspective of a new customer coming over after reading your marketing messages to ensure as you’ve expanded it, it still makes sense.
At one time, most work calls were handled through a handset on a desk in an office. Today’s professionals don’t sit at a desk all day, though, which means an increasing number of workers are interacting primarily using a mobile phone.
If your business doesn’t have a phone system that can pull all of this together, you already may be losing customers to the competition. If your marketing efforts get a customer to pick up the phone, the right
solution can put them in touch with the best person to answer that caller’s questions.
Virtual telephone services specialise in helping businesses run primarily from mobile phones, allowing calls to route as needed. Best of all, voicemails in these systems are often provided as text, making it easy for busy professionals to quickly read them, rather than having to set time aside to listen to messages.
One of the biggest benefits of cloud-based solutions is that they allow for the growth a business will ideally experience over time. Search for a phone system that includes scalability as one of its features and you’ll likely have a setup that lasts for many years. This includes the ability to easily add and remove employees, DIY updating of directory menus, and graceful handling of high call volumes at certain busy times. Without these features, you may find that potential customers are unable to get through when your system is handling a large number of calls.
Every tech-based system will occasionally malfunction. Whether it’s a bug in the system or a server crash, you likely won’t be able to fix any of these problems on your own. If your phone system goes down when calls are coming in, will your provider be available to fix the problem quickly? If not, you may find that potential customers are writing your business off when they can’t get through. Good customer service means being able to count on your own vendors to offer helpful, reliable support to you when you need it.
Before creating your next marketing strategy, take time to ensure that your business is equipped to handle the new customers it will send your way. When customers can get quick, friendly answers to the questions they have, they’re more likely to recommend your business to friends and associates, giving you additional reach through word-of-mouth marketing.