Imagine this: Your phone rings, a potential customer with a question, and your call handling leaves them feeling unheard and annoyed. Yikes! In today’s competitive world, customers are the backbone of your business, so a bad call can make or break your business.
In this article, we’ll show you 5 powerful call-handling hacks that transform your calls into opportunities to wow your customers and turn every phone call into a sale. Get ready to say goodbye to frustration and hello to skyrocketing customer satisfaction.
Improve Customer Satisfaction With These 5 Call Handling Hacks
- Personalized Greeting
- Call Tranfers
- Customer Sentiment Analysis
- Call Performance Analysis
- Customer Relationship Management Tools
[Is Your Phone Turning Away Customers? Download Our Call Handling Best Practices Checklist!
This FREE checklist equips you with essential call features and best practices to turn every phone interaction into a positive experience that drives sales and builds customer loyalty.]
Case Study
Mr. Obi has a showroom where he sells televisions, home appliances and other electronic appliances. They always have walk-in customers, but they also have numerous customers who call to ask about the price or availability of some products. Some of these customers sometimes call to complain or make a request pertaining to the request.
Here’s how Mr. Obi can improve customer satisfaction through 5 call handling hacks
1. Personalized Greetings
Mr. Obi currently uses a sim card for his business. When customers call, they are not greeted by any professional personalized message, and sometimes, Mr. Obi’s customer service agent is angry because customers have been calling all day.
A caller greeting feature with personalized messages gives customers (both old and interested) the impression that his business is a big and professional one where they are not first greeted by a harsh tone from a tired customer support agent
This will make them feel he can be trusted and that they are at the right place. Infact, they will gladly pay him what he’s worth because the impression he has left is a trustworthy and standard one.
For example, with PressOne’s caller greeting feature, your customers are bound to feel valued and that you are worthy of their patronage.
Happy customers are more likely to return and recommend your business, boosting your sales.
2. Call Transfers
Sometimes, Mr. Obi is in the market or he has traveled, and when customers call him, he’s in a noisy place, and the customer hangs up because they can’t hear him. Infact, when he tries to call his staff to handle calls since he’s not around, he can’t reach them easily because of poor internet connection.
He doesn’t know how to tell customers to call his staff instead because he uses his personal phone number which all his customers have come to know and which he also printed on his flyers, advertisement and placed on top of his showroom.
What Mr. Obi needs is a single business phone number for all his team, which can allow him to transfer calls easily to any one of them anytime he’s busy or in a place he can’t receive calls. For example, with a PressOne business phone number, he can easily transfer calls to the right staff.
With this single business number, he and his team can make calls from anywhere in the world, at the same time and without worrying about poor internet connections. This feature, can only be done with a PressOne business number.
3. Customer Sentiment Analysis
Since Mr. Obi handles supply and management, he’s quite busy, but he also wants to know what exactly his support staff says to customers on the phone. He wants a tool or feature that can help him.
In this example, what Mr. Obi wants to do is called “Customer Sentiment Analysis” and the tool/feature that can help him, is called “Call Recording”.
Call sentiment analysis is like having a secret listener on your calls. It analyzes the conversation to understand the emotions behind the words. Imagine you have a customer who seems frustrated.
Call sentiment analysis can pick up on that by looking at things like tone of voice, choice of words, and even how long pauses last. By understanding the emotions on the call, you can improve customer service and satisfaction.
To carry out a thorough sentiment analysis, Mr. Obi needs PressOne’s call recording feature which automatically comes with a PressOne business number. With this feature, he can listen to calls between customers and his customer support staff, and analyze how customers feel through their words.
Are the customers angry? Were their request/complaint resolved? How did the customer support staff handle their complaint? Was the person rude? Mr. Obi doesn’t want to lose customers because he knows they make his business. So when he reviews these calls, he coaches his customer support team on how they can be better when handling customers, what they should say to customers and what not to say.
4. Call Performance Analysis
While it’s great that Mr. Obi can now listen and review calls between his customers and staff, he also needs to know how his calls are performing. He wants to know how many sales calls they receive per day, how many requests or complaints they receive.
He also wants to know how many outbound calls were made to customers who had made requests or complaints which were not resolved. And he needs a structure around this because as a busy business owner, he wants to keep track of his business and make sure his staff are doing their best when handling customer calls.
Again, Mr. Obi needs the PressOne Call Analytics feature which also automatically comes with a PressOne business number.
With this Call Analytics feature, Mr Obi can easily see how many calls were made from his business and how many calls his showroom received for a day.
This way, he can easily classify them into sales calls, customer complaints calls and request calls. He can now see how his calls perform. This puts a great structure around the way he handles his customers, which in turn improves customer satisfaction.
5. Customer Relationship Management Tools (CRM)
Customer relationship management (CRM) is like having a super address book for your customers, but way more powerful! It’s a system that stores all your customer interactions – calls, emails, purchases – in one place.
Imagine it like a giant memory card. This lets you provide better service as you can see a customer’s history to understand their needs and preferences.
It also helps to send personalized messages and offers based on past purchases. You can then build stronger relationships even through simple things like remembering birthdays or previous conversations, to create a more personal touch.
And Many More!
Leverage our integrations with customer relationship management tools like Hubspot, Zoho, Zendesk and more:
- Zoho CRM: Track call logs and activities easily
- Hubspot: Manage your call records and close deals seamlessly
- Zendesk: Improve your overall customer experience and effortlessly transfer calls
- Chrome Extension: Make and Receive calls conveniently from your chrome browser
- Freshdesk: Use call identification for a more efficient customer support team
Conclusion On How To Improve Customer Satisfaction
Ready to improve customer satisfaction and make your customers happy with your business? PressOne is the right place to help you get started. Get a free demo with us today.
