AnswerNow Guides Why Live Service Matters!

Size: px
Start display at page:

Download "AnswerNow Guides Why Live Service Matters!"

Transcription

1

2 Consider this: a 2% increase in customer retention has the same effect as cutting costs by 10%. That means that simply by keeping a small number of your customers from jumping ship, you can save money a lot of it. When trying to pinch pennies, businesses often take a too narrow view. They look at ways to cut costs from this month s expenses, rather than focusing on the value of retaining loyal, happy customers. One of the most common areas where businesses will try to save money is by replacing live operators or agents with an automated answering system. Unfortunately, this generally has a negative impact on the level of service and response time both of which can lead to unhappy customers. And unhappy customers often equal lost dollars for your business. What You ll Learn in This White Paper One of the major decisions a business faces when it comes to customer service is deciding how to handle incoming calls, especially during periods when the office is closed. This decision is often made based on budgetary considerations, but the effect on customer service and client relationships should also be a primary concern. This white paper will look at the various options available for answering calls, and the difference each can have on the level and quality of customer service that your customers may experience. At Answer Now, we understand the importance of the personal touch when it comes to customer service. Obviously, we are strong advocates when it comes to the value of using live telephone answering agents. But we know this is a business decision, so we want to explore and discuss the advantages and disadvantages of the various options to help you make an informed decision.

3 Making a Good Impression The person who answers the telephone at your business serves as the front line representative for your business. In the case of a new (or potential) customer, this may be the first interaction this person has with your staff, so the experience they have with that first call will set the tone for the start of this relationship. You cannot underestimate the importance of making a good first impression. This is especially true in the business world. Customers today have many options and tend to have high expectations. In this competitive environment, you cannot afford to risk doing anything that might annoy or alienate your customers or contacts. If someone s initial experience upon reaching out to your business is anything less than exceptional, they may consider going somewhere else. This could mean potential losses for your business and a negative impact on your reputation. Establising a Professional Image No matter how big (or small) your business or staff may be, your customers still expect a top-notch experience and personal service. If a customer calls and gets no answer or encounters the answering service equivalent of a dead end they will assume your business lacks the resources or dedication to provide the level of customer service they expect. Even worse is when a customer gets an answering machine during typical business hours. This makes them think one of several things, none of which paints your business in a favorable light. They may assume you are a small-time operation without sufficient staff to handle customer needs. Or they will think that customer attention isn t a high priority for you. Granted, it may be true that you are a relatively small business perhaps even one that is operating on a tight budget. But you don t want to look like a small-time outfit running on a shoestring. An outsourced call center service lets you look like a big-time firm, no matter how small your actual office or staff may be.

4 Customer Satisfaction is Critical for Your Business The person who answers the telephone at your business serves as the front line representative for your business. In the case of a new (or potential) customer, this may be the first interaction this person has with your staff, so the experience they have with that first call will set the tone for the start of this relationship. You cannot underestimate the importance of making a good first impression. This is especially true in the business world. Customers today have many options and tend to have high expectations. In this competitive environment, you cannot afford to risk doing anything that might annoy or alienate your customers or contacts. If someone s initial experience upon reaching out to your business is anything less than exceptional, they may consider going somewhere else. This could mean potential losses for your business and a negative impact on your reputation. The longer a customer must wait for an answer or resolution, the more frustrated and unhappy they will become and the more likely it is that they will give up and simply go somewhere else. By having the ability to assist customers immediately and quickly provide them with the answers, information or help they need, you make a positive impression that can help strengthen the relationship you have with that customer. Here are two statistics from Bain & Company that illustrate the economic importance of customer service: 1. A 5% reduction in the customer defection rate can increase profits by anywhere from 5% to 95%. 2. It costs 6 to 7 times more to acquire a new customer than retain an existing one. This proves several things: There is clear significant financial benefit to providing good customer service. Investing in the tools and resources necessary to provide good customer service will more than pay off in the form of profits from those satisfied customers. It is much more cost efficient to take care of your existing customers as opposed to trying to replace them with new customers.

5 Obviously, economic factors are important considerations. But your reputation which includes maintaining good relationships with your customers and the community is even more essential to the survival and success of your business Your Call Answering Options When it comes to how to handle incoming calls and inquiries, you have a few options. You can employ a staff of operators and customer service agents. This will allow you to serve your customers and handle incoming calls, but it will involve considerable costs costs that may be impractical or even impossible for many businesses to fit into their budgets. Remember, when you have a receptionist or agent on the clock, it isn t just their hourly wage you have to consider. There is also the cost of that person s supervisor, fill-in replace during time off, office space and equipment and other related expenses that will add to the total expense involved. You might think of this as the high-touch, high-cost option. At the opposite end of the spectrum, you have the very basic tools for answering calls, the equivalent of an inexpensive answering machine hooked up to your phone line. While this is definitely an economical choice, it most likely is not the sort of attention and response that your callers are hoping to receive. It s low cost, but also makes customers feel like they are a low priority. And in today s environment where people expect immediate answers and quick service, if they don t get an answer right away, they will likely simply move on to the next business on their list until they can reach someone at that time. Then there is another option, which combines all of the advantages of the other two scenarios. This involves having live operators and agents to assist callers, but without incurring the prohibitive costs of a full-time team of on-staff agents. This is a way for you to provide superior, personalized customer service while reducing your costs and allowing you to adjust quickly to fluctuating needs or demands of your customers.

6 The Value of Providing Live Customer Service Customer service is a top priority for most businesses (or at least, it should be). However, it can also be a major expense. The cost of the necessary staffing, equipment and technology involved can add up quickly and become a significant investment. As a result, businesses will often try to save money in this area whenever possible. Frequently, these cost-cutting measures will involve using automated answering services as opposed to live operators and customer service agents. This can be a big mistake when it comes to providing a satisfactory experience for your customers. Providing good customer service is important. In fact, it is probably the highest priority a business can have. You want every customer (and prospective customer) who interacts with your business to have a positive experience and feel satisfied with the level of service they received. Just the mere mention of an automated answering system can be enough to annoy many people. In one research study, 47 percent of respondents said they were annoyed by not getting a real person when they call a business. They envision getting trapped in an endless loop of pushing buttons and enduring long delays and then they leave a message without much hope that someone will actually return their call. And that s assuming they don t get disconnected (or just give up in frustration) somewhere along the way. Even if you are fortunate enough to have an automated system that works fairly smoothly, most of your customers would still rather deal with an actual person. A global survey showed that 7 in 10 adults would rather interact with helpful, friendly customer service (live people) than deal with even an efficient automated system. On the other hand, when they reach a live person, they feel like customer service is a high priority for your business. In addition, they can receive immediate answers or assistance, instead of having to wait for someone to get back to them. This greatly enhances their opinion or your business and the type of customer service it provides. Providing top-notch customer service and a personal touch helps ensure positive sentiment about your business. But this isn t just about emotions. This also has important financial implications. As most savvy business people know, customer loyalty directly impacts the bottom line. As mentioned previously, your business can also see long-term financial benefits from providing good customer service, as a result of the rewards you will see from retaining valuable customers.

7 This type of attention and care is something that customers are willing to absorb the cost for. According to the Echo 2012 Global Customer Service Barometer, two thirds of consumers say they are willing to spend more with a company they believe provides excellent customer service. How Customers Feel About Voic and Automated Systems It probably isn t much of a surprise to learn that people dislike dealing with automated answering systems. But it might be shocking to realize exactly how much people hate encountering these systems. Research shows that 7 in 10 global adults would rather interact with helpful, friendly customer service (meaning live people) than have an efficient, automated sales experience. While you may have some online or automated service options available that can sufficiently handle basic questions or issues, customers generally want to connect with a live person when they need help with more in-depth or complicated matters. According to the Echo 2012 Global Customer Service Barometer, for a complex inquiry, two out of five (38%) consumers prefer speaking with a real person on the phone, followed by a face to face conversation (24%), and using a company website or (15%). For even more difficult or complicated inquiries, almost half of consumers (46%) prefer speaking with a real person on the phone, 30% prefer a face to face interaction, and 9% prefer a company website or . Motivations for Using Automated Systems Most businesses that use an automated answering system or just a bare bones option like a basic answering system choose this option in order to save money. At least, they think they will be saving money. In reality, this may actually cause an organization to lose money. This is a case where trying to save a few pennies can result in losing many dollars. As noted above, you will realize much bigger profit by retaining your current customers, as opposed to trying to constantly replace customers who abandon you due to frustration with lack of service or inadequate responses to their questions.

8 Businesses may also use automated systems because they don t have enough staffing available to cover the phone lines after hours. This can be a challenge, especially for smaller businesses with limited staff and a small payroll budget. (In some cases, it can be a smart strategy to use an answering service or virtual receptionist as a backup only when needed, such as when you have periods of high call volume and need help handling the overflow.) Why You Need Skilled, Professional Agents Ideally, you should have someone available to answer your phone lines around the clock or at least during peak call volume times. This ensures a customer will reach a live person, and not get trapped in an automated system or be forced to leave a message. While using live operators to handle your calls is a good start, that s only half the battle. Just having someone answer the phone isn t enough you need to make sure you have the right people, those who know how to treat customers well and resolve their concerns quickly. In the Echo survey, a third of consumers (33%) cite a rude or unresponsive customer service representative as the most likely customer service issue to influence them to switch brands or companies. Over one in four (26%) cite being shuffled from representative to representative with no resolution of their issue. According to Accenture s 2012 Global Consumer Pulse Research, 70% of consumers say they are likely to switch brands if they deal with agents who are unable to answer their questions. The Importance of Caring for the Customers You Have As noted previously, it is to your financial advantage to take good care of the customers you already have. That s because it s very expensive to acquire new ones and is also a lot of work. You invest a lot of time, effort and resources to earn your customers. Once you have them, you want to do everything in your power to keep them and to keep them happy. Don t risk letting all you have invested go to waste simply because you carelessly overlooked an opportunity to provide good customer service.

9 It s Easy to Get a Bad Reputation Your business is only as good as its reputation. Unfortunately, these days it is easier than ever to earn a bad reputation in a very short time. As a result of social media, word-of-mouth has taken an entirely new significance and meaning. People who are unsatisfied with an experience they have had with your business can now tell many people about it in a very short period of time. In the past, an unhappy customer would likely tell a handful of people. These days, they can immediately share the story with everyone in their contact list and all of their social media networks and those people in turn can share it with their networks. Consider this: the average number of people someone will tell about a bad customer experience is 53, according to the American Express Global Customer Service Barometer. And when you multiply that by the number of contacts each of those people may have in the social media networks (who may see or share a post complaining about a particular company), you can see how far-reaching even just one complaint can become. The Ideal Customer Service and Call Answering Solution By now, you probably realize the importance of providing good customer service and having live agents available to answer incoming calls. However, you also must work within the realities of your budget and staff availability. The solution: enlisting the help of a service such as AnswerNow, which specializes in providing answering service and customer service solutions. You get the best of both worlds: a way to service your customers while reducing your overhead and keeping expenses manageable. There is no worry about paying for staff you may not need during slow periods or scrambling to maintain enough coverage during busy times. In addition, our agents are professional, experienced specialists who will treat your customers with the care, courtesy and attention they expect and deserve.

10 About AnswerNow Founded nearly four decades ago, AnswerNow! provides call center solutions to hundreds of businesses across a multitude of industries. The U.S.-based company offers answering services, bilingual inbound and outbound call management, customer service and support, marketing and sales contact management, outbound B2B appointment scheduling, 24/7 service, appointment scheduling, overflow and disaster recovery. For more information, visit the company s website at

Counting the Customer

Counting the Customer Counting the Customer The Complete Guide to Dynamite Customer Care Prepared by: Everyone has a reason for loving the brands that they love: the quality product, the short lines, the fun website or the

More information

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: The Business Case for Speech-Enabled Self-Service NUANCE :: customer care solutions Introduction Despite the noble goals of customer service to increase

More information

Dealing with problems and complaints

Dealing with problems and complaints 47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Outsourcing and Veterinary Medicine

Outsourcing and Veterinary Medicine Outsourcing and Veterinary Medicine Out-source - \ to procure under contract (as some goods or services needed by a business or organization) with an outside supplier. i The business of outsourcing in

More information

Choosing A Service Provider:

Choosing A Service Provider: Choosing A Service Provider: Small businesses face many challenges every day finding good IT support is one of them. IT support can present unique challenges to business owners because many people feel

More information

A Practical Guide to Seasonal Staffing Alternatives

A Practical Guide to Seasonal Staffing Alternatives A Practical Guide to Seasonal Staffing Alternatives It s summer and time to plan for your peak staffing needs for the busy holiday season. While your base staff will carry you throughout the summer, you

More information

2013 Satisfaction Survey. How are we doing? Easier to Read Version

2013 Satisfaction Survey. How are we doing? Easier to Read Version 2013 Satisfaction Survey How are we doing? Easier to Read Version We asked people some questions about their support. Here is some of what people said and the changes we will make. That someone who knows

More information

The problem with the motor industry? Too much choice. No customers? No business. Not for you? Think again.

The problem with the motor industry? Too much choice. No customers? No business. Not for you? Think again. How to cut costs, guarantee to answer every phone call and improve profits without cutting any corners Discover the powerful customer retention secret weapon used by many successful motor dealerships If

More information

2012 Global Customer Service Barometer

2012 Global Customer Service Barometer 2012 Global Customer Service Barometer Findings in the United States A research report prepared for: Research Method This research was completed online among a random sample of consumers aged 18+. A total

More information

About Talkdesk. // 6 New Call Center Trends You Should Take Advantage of Now

About Talkdesk. // 6 New Call Center Trends You Should Take Advantage of Now About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

The all-in-one call center software for small and medium businesses.

The all-in-one call center software for small and medium businesses. The all-in-one call center software for small and medium businesses. Business phone and inside sales software for support, sales and marketing. Browser-based call center software that takes 5 minutes to

More information

Hospitality Cloud+Plus. How Technology Can Benefit Your Hotel LIMOTTA IT. LIMOTTAIT.com/hospitality 888 884 6278

Hospitality Cloud+Plus. How Technology Can Benefit Your Hotel LIMOTTA IT. LIMOTTAIT.com/hospitality 888 884 6278 Hospitality Cloud+Plus How Technology Can Benefit Your Hotel LIMOTTA IT LIMOTTAIT.com/hospitality 888 884 6278 Content + + About Us PCI Compliance + Virtualization + + + Unified Technology Single Sign

More information

ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS

ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS ANSWERING SERVICES- KEEPING YOU IN TOUCH WITH YOUR CUSTOMERS Introduction Answering service providers have transformed from basic message-takers to fullservice companies equipped to fill a wide range of

More information

CAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts

CAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts CAPTURING UNTAPPED REVENUE: How Customer Experience Insights Improve Remarketing and Customer Recovery Efforts Hilary Salazar, Product Marketing Manager, Tealeaf TABLE OF CONTENTS Executive Summary...1

More information

Life Insurance is a Contract between an Insured and an insurer where

Life Insurance is a Contract between an Insured and an insurer where Importance of Customer Service in Life Insurance Life Insurance is a Contract between an Insured and an insurer where the insured agrees to pay premiums for his/her life insurance policy in due dates and

More information

3 Essential Elements to Improving the Customer Experience. Uncovering Hidden Network Issues with Best Practice Testing Services

3 Essential Elements to Improving the Customer Experience. Uncovering Hidden Network Issues with Best Practice Testing Services 3 Essential Elements to Improving the Customer Experience Uncovering Hidden Network Issues with Best Practice Testing Services Has this ever happened to you? You're in an airport and you need to modify

More information

Call Center Services Buyer Guide

Call Center Services Buyer Guide Call Center Services Buyer Guide Complete Guide for Call Center Selection Call Center Types, How to Select Vendor, Offshore vs. Onshore & Call Center Glossary www.insideup.com support@insideup.com Guide

More information

TeleCont@ct Resource Services

TeleCont@ct Resource Services TeleCont@ct Resource Services Time is Money...We'll save you both! Customer Contact Center Outsource Every time a customer contacts your company, your entire organization is tested. Are you ready for it?

More information

The five questions you need to ask before selecting a Business Intelligence Vendor

The five questions you need to ask before selecting a Business Intelligence Vendor The five questions you need to ask before selecting a Business Intelligence Vendor Overview Over the last decade, Business Intelligence (BI) has been at or near the top of the list of many executive and

More information

Strategies for Improving Schedule Adherence. How to Realize the True Value of Workforce Management

Strategies for Improving Schedule Adherence. How to Realize the True Value of Workforce Management Strategies for Improving Schedule Adherence How to Realize the True Value of Workforce Management Los Angeles, November 2011 Strategies for Improving Schedule Adherence The True Value of Workforce Management

More information

6 Low Cost Customer Retention Activities You Should Be Doing

6 Low Cost Customer Retention Activities You Should Be Doing 6 Low Cost Customer Retention Activities You Should Be Doing w w w. u n i v e r s a l f u n d i n g. c o m 1-800- 8 5 6-7 0 1 4 With so much recession-recovery advice out there, it is easy to get confused

More information

COMPLAINT HANDLING. Principles of Good Complaint Handling

COMPLAINT HANDLING. Principles of Good Complaint Handling COMPLAINT HANDLING Principles of Good Complaint Handling Promoting good complaint handling is a key part of your work if you receive complaints from time to time. Good complaint handling can turn aggrieved

More information

The Proven ROI of Development Testing: An in-depth analysis of Coverity customer experiences

The Proven ROI of Development Testing: An in-depth analysis of Coverity customer experiences The Proven ROI of Development Testing: An in-depth analysis of Coverity customer experiences Introduction Any development organization that is serious about software quality immediately sees the benefits

More information

Are you tired of wondering where your next sale will come from? You Can With Our Lead Generation Software

Are you tired of wondering where your next sale will come from? You Can With Our Lead Generation Software Are you tired of wondering where your next sale will come from? You Can With Our Lead Generation Software Are you tired of wondering where your next sale will come from? Are you fed up with the costs of

More information

Maximise your productivity Tips and tricks for business owners

Maximise your productivity Tips and tricks for business owners Maximise your productivity Tips and tricks for business owners Maximising productivity is vital for everyone, especially business owners. If you implement just some of the tips in this document you will

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

10 How to Accomplish SaaS

10 How to Accomplish SaaS 10 How to Accomplish SaaS When a business migrates from a traditional on-premises software application model, to a Software as a Service, software delivery model, there are a few changes that a businesses

More information

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises 01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people

More information

INTRODUCTION 3 TYPES OF QUESTIONS 3 OVERALL RATINGS 4 SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7

INTRODUCTION 3 TYPES OF QUESTIONS 3 OVERALL RATINGS 4 SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7 2 Table of contents INTRODUCTION 3 TYPES OF QUESTIONS 3 PART ONE: OVERALL RATINGS 4 PART TWO: SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7 PART THREE: DEMOGRAPHICS 8 SURVEY LENGTH

More information

Business Impact of Application Performance Problems

Business Impact of Application Performance Problems Business Impact of Application Performance Problems White Paper from ManageEngine Web: email: appmanager-support@manageengine.com Table of Contents 1. Introduction 2. Challenges 1. Organizations in B2B

More information

Table of Contents. Introduction Consumers Want Social Proof Before Making a Purchase... 5

Table of Contents. Introduction Consumers Want Social Proof Before Making a Purchase... 5 1 Table of Contents Introduction... 3 Consumers Want Social Proof Before Making a Purchase... 5 Increases Brand Awareness and Positive Online Visibility... 7 If You Don t Control Your Online Brand, Someone

More information

The question is what kind of VoIP do you want? What are the tradeoffs today?

The question is what kind of VoIP do you want? What are the tradeoffs today? Selecting a Voice Solution Hosted VoIP vs. PBX VoIP Contents Introduction The Traditional Solution Why VoIP? The Primary Tradeoffs Today Hosted VoIP Today s PBX Latest Features of VoIP Managing Costs What

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

Profit Strategies for Small Businesses

Profit Strategies for Small Businesses Profit Strategies for Small Businesses Tackling the Challenges of Internet Marketing If you re a small business owner, your goal is profitability. And marketing is the key to big profits. But small business

More information

Choosing the right Internet solution for your business.

Choosing the right Internet solution for your business. Choosing the right Internet solution for your business. Choosing the right Internet solution for your business. Let s face it, when it comes to the Internet it s all about speed and reliability. Slow connections

More information

Effective Marketing Strategies for the Development of a Successful Law Practice By Henry J Chang

Effective Marketing Strategies for the Development of a Successful Law Practice By Henry J Chang Introduction Effective Marketing Strategies for the Development of a Successful Law Practice By Henry J Chang Law schools typically teach law students how to perform legal analysis but really teach them

More information

Answering Service Online

Answering Service Online Answering Service Online Suite No. 2015 W Crosstown Pkwy Kalamazoo, MI 49008 United States Ph. No: 800-873-0688 Email: sales@answeringserviceonline.com Fax: 800-937-5931 Web : http://www.answeringserviceonline.com

More information

TIERED CUSTOMER SUPPORT IS DEAD... AND THAT S GOOD FOR BUSINESS

TIERED CUSTOMER SUPPORT IS DEAD... AND THAT S GOOD FOR BUSINESS TIERED CUSTOMER SUPPORT IS DEAD... AND THAT S GOOD FOR BUSINESS What is Tiered Support? OUR STORY As veterans of the software and customer service industries, we shared the same pains as today s customer

More information

fleeing along with your staff A different perspective and some simple customer service skills could go a long way to remedy this situation.

fleeing along with your staff A different perspective and some simple customer service skills could go a long way to remedy this situation. KEEPING CUSTOMERS DOES YOUR SALES STAFF HAVE CUSTOMER-SERVICE TRAINING? IF NOT, YOU RE GOING TO LOSE THAT SALE! BY GREGORY M. LOUSIG-NONT So why do salespeople need customer service training? If a customer

More information

Top 5 Mistakes Made with Inventory Management for Online Stores

Top 5 Mistakes Made with Inventory Management for Online Stores Top 5 Mistakes Made with Inventory Management for Online Stores For any product you sell, you have an inventory. And whether that inventory fills dozens of warehouses across the country, or is simply stacked

More information

Payment Processor Secrets Page 1

Payment Processor Secrets Page 1 Payment Processor Secrets Page 1 Table of Contents Introduction to Payment Processor Secrets... 2 Why Do You Need a Payment Processor?... 5 Traditional vs. Mobile... 6 Merchant Accounts... 7 Reputation...

More information

Embracing the Customer Engagement Revolution. Seven steps to improve customer satisfaction. Netcall 2013 NCE5-GEN-0613-2631

Embracing the Customer Engagement Revolution. Seven steps to improve customer satisfaction. Netcall 2013 NCE5-GEN-0613-2631 Embracing the Customer Engagement Revolution Seven steps to improve customer satisfaction NCE5-GEN-0613-2631 Introduction 2 A brief overview of the customer engagement revolution 3 Why the customer engagement

More information

Starting and Running a Successful Small Business 10 Tips

Starting and Running a Successful Small Business 10 Tips Starting and Running a Successful Small Business 10 Tips This Guide has been prepared by DAN W. KEHR, ESQ. for informational purposes only and does not constitute advertising, a solicitation, or legal

More information

Plus, although B2B marketing budgets have increased, the number of channels may far surpass what you can do with your budget.

Plus, although B2B marketing budgets have increased, the number of channels may far surpass what you can do with your budget. 1 CNBC s list of the Top 10 Most Stressful Jobs of 2011 revealed that the sixth most stressful job was that of an advertising account executive. The reason today s account executives are so stressed is

More information

THE 2015 CUSTOMER EXPERIENCE ROI STUDY

THE 2015 CUSTOMER EXPERIENCE ROI STUDY THE 2015 CUSTOMER EXPERIENCE ROI STUDY Demonstrating the business value of a great customer experience Excellence leaves a lasting impression TM A MESSAGE FROM WATERMARK S F O U N D E R Six years ago,

More information

Making the Case for Service Recovery - Customer Retention

Making the Case for Service Recovery - Customer Retention Making the Case for Service Recovery - Customer Retention Service Recovery is one of the key ingredient s to good service, leading to happy customers and we all know happy customers are very good for business,

More information

WHY BUSINESS CONTINUITY PLANS FAIL

WHY BUSINESS CONTINUITY PLANS FAIL WHY BUSINESS CONTINUITY PLANS FAIL 12 COMMON CAUSES AND HOW TO PREVENT THEM By Keith Erwood The ProtectEr, CEO and Principal Consultant The Continuity Co., LLC All material in this report is the property

More information

Your Complete Social Intranet Buyer s Guide & Handbook

Your Complete Social Intranet Buyer s Guide & Handbook Your Complete Social Intranet Buyer s Guide & Handbook A growing business needs a good social intranet software platform. It helps you communicate and collaborate in one place. Read this ebook to get practical

More information

Enhancing customer experience: first, do no harm

Enhancing customer experience: first, do no harm Enhancing customer experience: first, do no harm Table of Contents Look for low-hanging fruit by assessing obvious problems... 2 Make technology changes when the time is right... 3 Cross-pollinate with

More information

c01_1 09/18/2008 1 CHAPTER 1 COPYRIGHTED MATERIAL Attitude Is Everything in a Down Market http://www.pbookshop.com

c01_1 09/18/2008 1 CHAPTER 1 COPYRIGHTED MATERIAL Attitude Is Everything in a Down Market http://www.pbookshop.com c01_1 09/18/2008 1 CHAPTER 1 Attitude Is Everything in a Down Market COPYRIGHTED MATERIAL c01_1 09/18/2008 2 c01_1 09/18/2008 3 Whether you think you can or you think you can t, you are right. Henry Ford

More information

A Practical Guide To Maximizing Results with Your Automated Collections Dialer

A Practical Guide To Maximizing Results with Your Automated Collections Dialer A Practical Guide To Maximizing Results with Your Automated Collections Dialer 1 P age Traditional dialing methods have been used for decades as a means to collect debt. These traditional methods, while

More information

Escape of water Your claim what happens next?

Escape of water Your claim what happens next? Escape of water Your claim what happens next? Now you ve made a claim We want to make the claims process as easy as possible by giving you as much support and information as we can. We ve put this guide

More information

7 Secrets To Websites That Sell. By Alex Nelson

7 Secrets To Websites That Sell. By Alex Nelson 7 Secrets To Websites That Sell By Alex Nelson Website Secret #1 Create a Direct Response Website Did you know there are two different types of websites? It s true. There are branding websites and there

More information

Successful CRM The External Implications By Russ Richmond PART II

Successful CRM The External Implications By Russ Richmond PART II Successful CRM The External Implications By Russ Richmond PART II (Link to Part I http://www.crmcommunity.com/news/openarticle.asp?id=1139) In the first installment of this series we examined the marketing

More information

Corporate Recruiter Tells All

Corporate Recruiter Tells All Corporate Recruiter Tells All Tips, Secrets, and Strategies to Landing Your Dream Job! By Ryan Fisher INTRODUCTION It pains me to see so many people working day after day at unsatisfying jobs with limited

More information

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are

More information

IT & Small Businesses. It can help grow your small business and cut cost where you never thought possible.

IT & Small Businesses. It can help grow your small business and cut cost where you never thought possible. It can help grow your small business and cut cost where you never thought possible. Contents Introduction Cutting Cost Saving Time Creating a Competitive Advantages Conclusion 3 4 9 12 13 2 Title of the

More information

(404) 919-9756 david@davidbrauns.com www.davidbrauns.com

(404) 919-9756 david@davidbrauns.com www.davidbrauns.com You are probably reading this guide because you were recently in an automobile accident. Now you are faced with some difficulties. The tasks of managing your care and your insurance claim can be confusing

More information

Creating and Monitoring Customer Satisfaction

Creating and Monitoring Customer Satisfaction Creating and Monitoring Customer Satisfaction Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by Introduction Customer satisfaction is at the heart of everything that the service

More information

Best Practices: B2B Small Business Accounts Receivable

Best Practices: B2B Small Business Accounts Receivable Best Practices: B2B Small Business Accounts Receivable Best Practices: B2B Small Business Accounts Receivable By Dan Drechsel For most business to business companies, their largest asset is also the most

More information

Lead Scoring: The Smarketer s Guide

Lead Scoring: The Smarketer s Guide Lead Scoring: The Smarketer s Guide I m sure your salespeople would agree that not all leads are created equal, and marketers should too. By working together, your two teams can coordinate for better profits,

More information

Voice Services. Your voice disaster recovery plan. www.abcom.co.uk

Voice Services. Your voice disaster recovery plan. www.abcom.co.uk Voice Services Your voice disaster recovery plan Your voice disaster recovery plan Build a disaster recovery plan for your voice services to ensure that your customers can always reach you. Failing to

More information

Presented by: Pikr.co.za Contact us: info@pikr.co.za Visit us: www.pikr.co.za

Presented by: Pikr.co.za Contact us: info@pikr.co.za Visit us: www.pikr.co.za Presented by: Pikr.co.za Contact us: info@pikr.co.za Visit us: www.pikr.co.za 1 Do you KNOW what is being said about YOUR business online? In the age of social media and technology, it is sometimes easy

More information

Guide for Local Business Google Pay Per Click Marketing!

Guide for Local Business Google Pay Per Click Marketing! Guide for Local Business Google Pay Per Click Marketing! Guide for Google Pay Per Click Marketing - Leverage The Power Of Adwords To Grow Your Business FAST You re about to discover the secrets of fast

More information

1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.

1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me. 1183 Finch Ave W # 204 North York, Ontario M3J 2G2 Tel: 647-795-8182 Fax: 416-763- 1200 Tol Free: 1-844-617-1487 email: mail@ansr4me.com Virtual Assistant Show your clients you re ready to do business.

More information

ROI TRACKING STRATEGIES

ROI TRACKING STRATEGIES TM ROI TRACKING STRATEGIES YOUR FRANCHISE CAN T AFFORD TO IGNORE ROI TRACKING STRATEGIES YOUR FRANCHISE CAN T AFFORD TO IGNORE www.scorpionfranchise.com IN THIS GUIDE, YOU WILL LEARN: What ROI is How ROI

More information

Reputation Management for Local Businesses: Protect Your Image

Reputation Management for Local Businesses: Protect Your Image By: James Iannelli RI Reputation Management www.reputationmanagementri.com (401) 316-2931 1 Introduction As a business owner, you already know that managing a business is a LOT of work; from keeping the

More information

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO RTM Consulting Practical Knowledge Management The Keys to Customer Satisfaction Randy Mysliviec CEO RTM Consulting 2 2012. All rights reserved. Practical Knowledge Management The Keys to Customer Satisfaction

More information

Don t Leak Leads. Insert Copy Here. How To Identify Leaks & Get More Customers. Insert Copy Here

Don t Leak Leads. Insert Copy Here. How To Identify Leaks & Get More Customers. Insert Copy Here Don t Leak Leads Insert Copy Here Insert Copy Here How To Identify Leaks & Get More Customers 1 Our Mantra: Don t Leak Leads In the perfect world, getting every prospect to become a customer would be a

More information

Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.)

Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.) Top 10 Costly Mistakes to Avoid in Hiring a Virtual Assistant (V.A.) The process of hiring somebody or recruiting a staff plays an important role in every business. With the advent of virtual workers,

More information

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training.

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training. Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting Sales Training Support Getting Real Support: Vendor Value and Quality Checklist An enterprise

More information

Key Accounts How to Maximize Opportunities and Minimize Disappointments

Key Accounts How to Maximize Opportunities and Minimize Disappointments Key s How to Maximize Opportunities and Minimize Disappointments Key Key accounts represent a larger and larger share of the market and are becoming more demanding Many companies create some form of a

More information

About Talkdesk. // 7 Advantages of Call Center Co-Sourcing

About Talkdesk. // 7 Advantages of Call Center Co-Sourcing About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,

More information

Customer Retention A way of business life for the successful

Customer Retention A way of business life for the successful Customer Retention A way of business life for the successful Are all your customers happy customers. Do they buy and move on, or buy and buy again? Do you even know if they have left and if not how many

More information

My Seven Step Formula For Marketing & Sales Success By: Michael D. Black, M.S.

My Seven Step Formula For Marketing & Sales Success By: Michael D. Black, M.S. I work with entrepreneurs and sales professionals to cut all the fat & waste out of your marketing and make your sales efforts 500% more effective Guaranteed! Smartphone Users: Scan QR with RedLaser or

More information

There are three main types of products based on VoIP technology that are available to you. They are:

There are three main types of products based on VoIP technology that are available to you. They are: A small business has many priorities things such as finding new customers, recruiting and retaining talented employees, keeping ahead of the competition and managing costs are a few that leap to mind.

More information

The Contact Center: Low-Cost Driver or Strategic Differentiator?

The Contact Center: Low-Cost Driver or Strategic Differentiator? The Contact Center: Low-Cost Driver or Strategic Differentiator? Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Contact center work has historically been viewed as

More information

Specialty Answering Service. All rights reserved.

Specialty Answering Service. All rights reserved. 0 Contents 1 Abstract... 2 2 About ACD & Its Relationship with Call Centers... 3 2.1 How ACD Software Routes Calls Based on Topic... 3 2.2 How ACD Reduces Operator Talk Time... 3 3 ACD and Call Reporting...

More information

TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM

TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM TOP 10 MOST COMMON MISTAKES MADE IN HANDLING YOUR OWN INJURY CLAIM More times than not, your personal injury claim will be a battle with an insurance company. A highly trained adjuster will be assigned

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

Derek What Is Authentic List Building?

Derek What Is Authentic List Building? How to Build a Super-Responsive Email List of Qualified Prospects that Continually Buy Your Products Using Authentic List Building Techniques That Work (all in a matter of weeks ) Derek What Is Authentic

More information

Medical device manufacturers might consider

Medical device manufacturers might consider Good Contracts Lead to Good Relationships by David A. Vogel, Ph.D. Intertech Engineering Associates, Inc. as published in MD&DI Guide to Outsourcing, August, 2005 Both parties should benefit when it s

More information

GETRESPONSE MARKETING AUTOMATION

GETRESPONSE MARKETING AUTOMATION 1 GETRESPONSE MARKETING AUTOMATION Quick Guide to Planning & Implementation Chapter 2. PLANNING TABLE OF CONTENTS OVERVIEW 3 Flexible processes 3 Actionable information 3 Modular components 3 Stackable

More information

Introduction. So, a lot of the time, valuable houses and land will be offered at $300 - $4000 when they hit a tax sale.

Introduction. So, a lot of the time, valuable houses and land will be offered at $300 - $4000 when they hit a tax sale. Introduction Property taxes on most Bread and Butter houses around the country are only $300 - $2000 per year. And, after a year or two of non-payment, the government gets serious about collecting its

More information

The Disconnect Between Legal and IT Teams

The Disconnect Between Legal and IT Teams WHEPAPER The Disconnect Between and Teams Examples of what each side doesn t know #2 in a series of 4 whitepapers. Circulate this document to,, and company management. It can be used to start a dialog,

More information

This translates into a view that is focused on what subordinates think their old boss job was.

This translates into a view that is focused on what subordinates think their old boss job was. Sponsored by: Lots of geeks consider going into management. There are plenty of incentives: higher salary, greater influence, more status. It s a great move that s exciting but difficult. The problem I

More information

Google Lead Generation for Attorneys

Google Lead Generation for Attorneys 1 Google Lead Generation For Attorneys Leverage The Power Of AdWords To Grow Your Law Business FAST You re about to discover the secrets of fast legal practice success with Google AdWords. Google AdWords

More information

The Lucky 13. of International Conference Calling. 13 Critical Capabilities Your International Conferencing Provider Should Offer

The Lucky 13. of International Conference Calling. 13 Critical Capabilities Your International Conferencing Provider Should Offer of International Conference Calling Critical Capabilities Your International Conferencing Provider Should Offer of International Conference Calling International Calling: Growing Need For Better Service

More information

Patient Satisfaction Survey Results

Patient Satisfaction Survey Results Patient Satisfaction Survey Results Aims The aim of this survey was to assess how the practice is meeting, or not meeting, the expectations of its patients. The data collected will be used to identify

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

WHITE PAPER. Bring back the Officer of First Impressions!

WHITE PAPER. Bring back the Officer of First Impressions! AUSTRALIAN CALLER INDEX tm Bring back the Officer of First Impressions! The Australian Caller Index 2014 reveals that First impressions count when customers are calling. Ineffective call handling will

More information

A Guide to Improving Communication in Your Business

A Guide to Improving Communication in Your Business The World Is Your Office As a fleet professional or service business owner, you have a lot of pressure on your shoulders. Between juggling overhead costs, monitoring customer service and managing employees,

More information

How to Prosper in a Recession: Fire Your Low-Performing Salespeople! by Jeffrey L. Josephson President, JV/M, Inc.

How to Prosper in a Recession: Fire Your Low-Performing Salespeople! by Jeffrey L. Josephson President, JV/M, Inc. How to Prosper in a Recession: Fire Your Low-Performing Salespeople! by Jeffrey L. Josephson President, JV/M, Inc. Executive Summary It s said that recessions are optional; but that doesn t mean it s easy

More information