Social media can be used for a lot of things.
Most of the time people use social media, for just that, to be social.
Businesses do a great job at using it for customer service issues as well as a platform to distinguish their voice and connect with customers and clients.
It makes sense why businesses do this. Social media comes in handy when there’s an issue going on at your company, for an example an outage. This is a quick and easy way to let customers and clients know the issue is being resolved and that you are aware of the situation.
Here at QCSS, we took the time to develop a SlideShare so that you can better understand the customer service side of social media.
Flip through the presentation we created to learn about customer service on social media, the different platforms that many businesses use, how to use social media as a customer service tool, and how not to use social media as a customer service tool.
Using social media as a customer service tool can be extremely effective and convenient for your company.
Feel free to share this with your team so that they can have a better understanding of how social media is being used to benefit businesses.
Written by: Amy Schiller
Call centers get a lot of hate.
Most of the time, people don’t understand the purpose of them. It makes sense why some people get upset. Receiving telemarketing calls as you’re sitting down to have a meal with your family at the dinner table is frustrating.
It’s important to understand that those days are long gone. At QCSS, we smile and dial at appropriate times of the day for every time zone. We also develop campaigns that are beneficial to both the customer and the company. So, it’s a win-win.
If you choose the right call center, you can save money while making money.
Fortunately, there are now guidelines and laws in place to mediate these concerns.
Flip through the SlideShare we created below to get a better understanding of the benefits of outsourcing a call center.
See? Using a trustworthy call center can be effective.
Now that you know the benefits of outsourcing a call center, want to get on the line with us? Call 888.229.7046 and ask us what we can do for your business.
Written by: Amy Schiller
Have you come to a dead end with lead generation?
We’ve all been there.
Prospects aren’t interested in your product or service or even taking your calls. It’s hard enough to be on the phones every day making phone calls – and harder having every person turn you down.
Well, there’s good news: Generating leads doesn’t have to be that difficult. With the right team and strategy at your disposal, you could easily be following up on leads and engaging with interested prospects.
We’ll walk you through different ways that you can generate leads for your team. When we’re done you’ll know exactly how to convert qualified generated leads in your pipeline. Ready? Let’s dive in.
6 Ways to Generate New Leads for Your Sales Team
Before you start diving into generating leads, you need to understand how the process works. Just like you would outline a blog post before writing, you want to establish the three or four main takeaways of your lead generation campaign, and make sure you have a team to help you. Then, you can start talking about how you are going to generate your leads.
Now, let’s talk about the 6 different ways that you can generate new leads for your team!
1. Social Media
Social media is a great way to generate new leads. Twitter, Facebook and Instagram are just a couple platforms that businesses use for lead generation.
Twitter and Instagram allow for direct messages, which makes it easy to reach out to people in specific industries.
To use Facebook for lead generation, you may have to invest in advertising. The good news is that there are experts who do Facebook advertising for a living.
Social media platforms are an amazing way to generate leads but you have to be willing to reach out to people and be social – hence social media.
2. Optimizing Content
When you use content that is relevant and appealing you will capture the correct audience. No matter what industry you are in, you are the expert!
Highlight what you do best and share inside knowledge to show the information you’re sharing is reliable.
Yes, LinkedIn is a social media platform. It’s just so important for lead generation that we gave it its own number.
Publishing posts and articles on LinkedIn is a great way to get noticed by other companies. LinkedIn also makes it easy to establish yourself as an industry leader.
Add people on LinkedIn who you want to be in your network. Be sure to add a note so that when they see your invite, they will know why you want to be connected with them.
If you’re looking to take LinkedIn lead generation extremely seriously be sure to:
- Participate in discussions
- Publish posts and articles
- Comment on other posts
- Stay active
- Use it as a social network – be social!
4. Email Marketing
Do you have an email list?
If not, you may want to start working towards developing one.
And no, buying email lists is not the answer to your problem.
Get people who are interested in your business to sign up for your email list. How? By distributing amazing content that people can’t say no to and want to be notified when you’ve published something new.
Email marketing is never going to go out of style.
5. Public Relations
Joining a podcast, live video, radio show, or video chat in your industry is a great way to generate new leads. This will help people get to know you on a different platform, and not just as your usual business self.
It also helps you become more relatable which will encourage people to reach out and talk to about what you do.
6. The telephone
Start a campaign with a telemarketing company and develop a lead generation campaign.
Are you trying to set appointments for your sales team or up-sell / cross-sell services?
A telemarketing campaign is a great way to increase sales and profits, the number of qualified leads, and the number of appointments.
There actually are a lot more benefits than those, check them out here.
We’ve covered 6 different ways that you can develop leads.
If you want more information on this subject feel free to call us at 888.229.7046.
We’re the people who make and take the calls. Lead generation is just one of our many specialties.
Written by: Amy Schiller
Please raise your hand if you’ve ever lost a customer due to a lousy customer retention strategy.
When you get on the phone with your customer, you’re hit with complaints and backlash. The conversation ends with, “Please discontinue my membership, this magazine is no longer providing value to me.”
Except it might sound a lot nastier than that.
Sometimes, your employees are too busy doing other work that this isn’t top priority.
Well, there’s good news: retaining customers doesn’t have to be daunting. With the right strategy and tools at your disposal, you could easily be putting a new customer retention strategy in place by the end of the month.
It’s time to get serious about customer retention. Let’s discuss the 5 steps you can take in order to retain more customers.
5 Steps to Improve Customer Retention
1) Make sure that your audience is listening
Before you even think about developing a new customer retention strategy or improving your old one, you should be sure that you are currently engaging with your audience.
This could be on social media, through email marketing or on the phone.
Just like you would make sure you have a list of phone numbers before calling them, you want to be sure that you have an audience that is listening and engaged.
Then, you can feel free to continue reaching out to current customers. Make sure that you are talking to a relevant audience. If you don’t have the phone numbers and email addresses of current customers, this is something that you NEED to get as soon as possible.
2) Distribute content that they care about
After you’ve established that you have an audience that is listening, figure out if the content you’re using is relevant to them.
In the first step, you should’ve asked yourself, “Do I have an audience that is listening?”
Now, for this step you need to ask yourself if your audience cares.
Is the content that you are sending out creating a demand for your customers?
This way, you won’t have to figure this out with each additional piece of content that you are planning on sending out. Always make your content relevant.
3) Make it nothing short of an experience
Now that you are engaging with customers and using relevant content, you need to be sure that you are delivering an experience.
Both companies are much more than cars and amusement parks. They’re about delivering an unforgettable experience that the customer keeps coming back for.
4) ABC – Always Be Communicating
When it comes to customer retention, communication is extremely important.
If you don’t talk to your customers for years, what will they think? Either that you’re no longer in business or that you just don’t care.
Pick up the phone and call your customers. Ask them about how you can improve their experience, tell them about a new promotion or product, or develop a strategy that will keep you at the top of their mind.
Think of this step as a way to nurture your relationships with your consumers so that the next time they think about purchasing, they know who to call.
5) Deliver exceptional customer service
If you are listening to your audience, distributing content they care about, putting together an experience, and communicating with your customers then you’re almost there.
The very last step of this process is to deliver exceptional customer service. To be quite honest, without this last step, nothing else matters.
Your customers and clients are your most important asset to your company. So, put a smile on your face and treat them like it.
Now, you’re ready to improve your customer retention strategy and start nurturing those relationships with your consumers. And you know what the best part is? Next time, putting together a new customer retention strategy won’t feel quite as daunting.
Written by: Amy Schiller
Who enjoys sitting on the phone for five hours just to be disconnected before reaching a live person?
If “Top 10 Complaints of 2017” was a real thing, we know that this would be in the top 5. (Although, it does fall as number 5 on this top 10 consumer complaints list)
We personally know somebody who hasn’t had their cable service working properly for almost a month. Sitting on the phone for even an hour isn’t an option, let alone five.
1. Most people work full time and by the time they get home from work the LAST thing they want to do is sit on the phone for hours hoping to talk to a live customer service representative.
2. Spending quality time with family and friends becomes a priority over sitting on the phone waiting for someone to answer.
3. Nobody wants to sit on the phone for that long, especially if they don’t even think their problem will be resolved by the end of the phone call.
The list can go on... but, what’s the solution?
1. Sit on the phone and hope for the best
2. Cancel the service and find a new provider
Moral of the story?
Consumers want to be able to reach your company anywhere, anytime, at their convenience and FAST.
Technology, innovation and an amazing customer service team that will allow your consumers to reach you at all times.
Here are 5 ways that your consumers should be able to contact you in 2018:
This should be a given.
Sometimes customers have simple questions that can be answered via email. The issue could be anything from forgetting a username and password in order to access account information to answering frequently asked questions.
It’s a solution that can leave the tough customer service issues to frontline agents in a call center.
2. Social Media
If you’re looking to increase the speed of response to customers, this will be your holy grail. It’s a bit quicker than email which makes it even more convenient for consumers.
- Facebook makes it extremely easy for consumers to book appointments and ask questions about your company.
- Twitter is largely used for FAQ and customer service issues.
- LinkedIn and Instagram are also sites that can help with this but aren’t as customer service centric as the other two networks.
P.S. Be ready for any and all questions. People reach out to us on our Facebook page to set up introduction phone calls or just to acknowledge our witty and engaging content. Be ready to have a response to everything.
3. Phone Number
The beloved phone, a great customer service tool that will never go out of style.
No consumer is ever going to use email or social media to take care of an emergency. So, for all of those saying that the telephone is dying, you couldn’t be more wrong.
Upselling, cross-selling, customer engagement, platform support, and lead capturing are all going to work the best over the phone.
4. Live Chat
Some companies use a live chat as an extension on their website. This can be useful because it can pop up the second that someone enters your webpage. It can also sit at the bottom of your webpage as an option for consumers.
Facebook has this as an option too. It’s useful, cost-effective and improves customer satisfaction.
5. Contact form
You can never go wrong with a good contact form. This should be somewhere on your website, easily accessible and straightforward.
A name, phone number, email address, with a place to leave their message should be sufficient if you are a business-to-consumer company.
If you are working with other business, we recommend adding a place for the company name and the person’s title along with the information mentioned above.
You can offer the best cable packages in the entire world, but that won’t matter unless you integrate the highest quality customer service. Whether it’s online, customer forums, in person or on the phone, your consumers want to talk to you. Serve your customers, provide reliable and consistent service, and exceed their expectations.
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.
- Jerry Fritz -
Written by: Amy Schiller
Active listening is essential for effective communication, especially when all conversations are happening over the phone. Active listening helps you understand the customers’ needs and shows that you are willing to help them sole any problems.
Always allow the person on the other end of the phone to talk without interruption so that you don’t come off as rude. Also, you should ask clarifying questions when necessary.
Before beginning the problem-solving process, summarize the main point of the conversation. This will tell the customer that you were actively listening to what they were saying. Another reason that you should summarize the main point of the conversation to the customer or client is because if you missed something, they will be able to correct you.
Record Phone Calls
Recording every call, inbound and outbound, is the flip side of all that training. Most top call centers routinely record their calls—along with daily live agent monitoring—for training and quality control purposes.
Your representatives aren’t going to get any better if you aren’t recording their calls. If there is a bad conversation that takes place, review the call with them and discuss how things can be improved. If there is a good phone call that takes place, you can use this to review with them everything they did to make the conversation go so well. Have them take notes when going over recordings so that they can use it as a future reference.
Recording phone calls and playing them back is how you can learn too. You can find things that your employees are doing well and use that as a guide. When you find things that employees aren’t doing well and pain points, you can relay the message to them and find a way to fix the situation.
Train Representatives Appropriately
Customer service representatives should be rigorously trained and tested on scripts, prompts, company products and services in order to ensure that they professionally represent your company in front of clients and customers. You should want everyone involved to have the most professional experience and to better serve your customers during the process.
Most training is going to be done with the call script. Some people don’t think that a call script is necessary. It is necessary and it better be a strong one too.
Your team needs to practice your customer service process until it becomes second nature. Your scripts should be customized to engage the people on the other end of the call, with detailed answers to Frequently Asked Questions and prompts for overcoming likely objections.
Customer service representatives are the face of your company. This means that there always has to be a level of professionalism throughout the entire conversation.
It’s important to remain professional not only for the company, but for your customers too.
If there is an issue with the customer, you should put them on hold and call a manager over. Managers have a lot of experience in the field and should be able to fix almost any situation.
This means that you should have amazing managers on the floor that you trust. All employees should trust the managers. This means that people working below, above or with managers should trust them.
Leave the Customer Satisfied
At the end of the conversation, make sure that the customer knows what was accomplished on the phone call. If you are going to pass along information, help them understand what you are passing along. If you need to contact them again, let them know when they should expect to hear from you.
Always make sure that the customer knows what the call accomplished before they hang up the phone.
If the customer needs to call you back or call a different line, be ready to transfer them or give them the correct number to call.
If transferring somebody, get the person you are transferring on the phone and then connect them with the customer. Introduce them to one another and then let them know that you are going to hang up.
Finish the conversation with, “have a nice day” or “it was nice talking to you today.” Happily ending the conversation will leave them with a positive experience.
Leaving the customer satisfied can transform a negative experience into a positive one.