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Thursday, October 28, 2021
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    Four strategies for better conversations

    Robert Greening, Sales Executive

    ‘Hey u ok?’, ‘Yeah you?’, ‘Yeah good’. We can all get better at having conversations, whether it’s with friends, family or your customers.

    Having better conversations allows you to build greater rapport, increase your customer service quality as well as boost your business.

    Our new eGuide ‘Keep your customers happy’ explores the ways in which you can enhance your customer service quality, through combining the power of data with your communications.

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    In our eGuide we provide four strategies for how businesses can have better conversations in 2021. Luckily for you we have put those strategies here for you to have a peep at. We’re nice like that.

    Reduce agent intervention

    If you can identify which routine inquiries can be machine managed, through Call Routing or IVR (Interactive Voice Response), you can use this information to make changes.

    You can ease pressure on agents, see which queries are most common and direct your resources to different areas of the business.

    Create virtual queues

    Technology for virtual queues allows your callers to know that someone is there ready to speak to them, just they are dealing with someone else first.

    Virtual queuing lowers the tempers of callers and results in more productive conversations, as well as reduces lost business.

    CRM integration means better data

    Ensuring your agents have access to a single CRM system holding all customer’s data saves time and allows for a more seamless customer experience.

    Allowing your agents to have the same information at the same time on a single system with a quality integration gives the agent all the tools they need to serve customers with multi-channel journeys.

    Don’t forget SMS

    SMS is a powerful tool, which allows you to boost your reach and response rates, as well as making your customers feel valued.

    You can follow up with a quick and easy SMS for customers to feel like they have received a bespoke and personalised customer journey.

    If you would like more information about CRM integrations and what they can do to improve your business, then you can request a call back here.

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