How to Optimize Your Company’s Mobile Customer Service

May 2, 2015

10:00 am

Web presence is an important factor for companies, helping them to promote their image and branding, as well as potentially attract new customers and clients. This web presence can be achieved through many ways, including company websites, social media marketing, search engine marketing. And, now, with so many consumers utilizing their mobile devices, web presence marketing has expanded to include mobile strategies.

While many companies have already realized the importance of mobile websites, not many have taken the time to actively focus on their mobile customer service as an additional form of branding and marketing. On top of using phones to look up information, consumers still enjoy using their phones to actually talk to people – such active usage could mean that companies utilizing mobile in their marketing mix can give them a step up over the competition. Mobile customer service is especially important for new businesses, as these may be more apt to receive phone calls in the early stages of its inception.

Focus on Voice Communication

Consumers will remember if the person on the other end of the phone was pleasant and friendly, or rude and dismissive. They will remember if the person was informative and knowledgeable, or if they couldn’t provide the information the consumer was looking for. It is important to ensure that whomever is in charge of answering the phones and speaking with consumers and clients is well-trained, friendly, enthusiastic, knowledgeable, and professional.

Use Vanity Numbers

An easy-to-remember phone number can be a part of your marketing and branding. Consider, for example, commercials in which companies sync their phone numbers to a jingle that consumers can easily remember.

Use an Automated Phone System

Automated phone systems can be a great asset for many companies, ensuring that the phone always gets answered and that calls get routed to the proper departments. A Cloud-based, automated phone system is inexpensive, easy to use, easy to set up, and offers businesses a wide range of features that improve communication, making it a great tool for a strong phone presence.

Consider Each Phone Call a Possible Lead

Many phone calls may come from potential customers just seeking information; this is your chance to turn them into customers. But you don’t want your employees to be too pushy. As mentioned above, proper training is a key element in turning leads into sales. Callers should be met with a proper greeting, asked how they can be helped, and should not be placed on hold if at all possible. You might also want to tailor the person who is answering your phones to your specific brand, as the voice and tone of the person can often present a mental image to the caller.

Consider a Virtual Receptionist

Callers who face busy signals, long hold times, or voicemail get frustrated. A virtual receptionist can ensure that all calls get answered and screened, so that you never have to leave a customer waiting long. A virtual receptionist is also a feature of Cloud-based phone systems.

Examine Your Phone System’s Features

If you are still using an old business phone system or have yet to choose a phone system for your new business, take the time to examine the features of various phone systems and their costs. As your business grows, you may see the need for features that you didn’t need before. Consider how easy it will be to add or remove various features and functions, and let that factor into your decision on which phone system to choose.

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Shezagary has been a Project Strategist since 2009 and also involved in the launching of startups and tech companies in New York for over 5 years. She has keen interest in writing her own experiences about business plans and upcoming business supporting technologies. She loves public speaking.

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