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
There’s a satisfying feeling that you get every time you close a sale – especially if it is one that you have been working on closing it for a long time.
Like that one time you closed a sale that you were nurturing for years and it made all the hard work worth it. The phone calls and emails that you were sending back and forth for years finally pushed your prospect to invest in you and your company.
The precise reason closing a sale feels so amazing is because of the hard word that was put into it – suddenly sleepless nights and long evenings in the office make sense.
Use these 20 quotes for the days when you feel like giving up. Share them with your team or hang them around the office for motivation.
1) "Don't be afraid to give up the good to go for the great." -John D. Rockefeller
2) "Don't let what you cannot do interfere with what you can do." -John R. Wooden
3) "The successful warrior is the average man, with laser-like focus." -Bruce Lee
4) "Be miserable. Or motivate yourself. Whatever has to be done, it's always your choice." -Wayne Dyer
5) "I am not a product of my circumstances. I am a product of my decisions." -Stephen Covey
6) "Great things are done by a series of small things done together." -Vincent van Gogh
7) "Accept failure as part of the process." -Unknown
8) "The secret of getting ahead is getting started." -Mark Twain
9) "Don't watch the clock; do what it does. Keep going." -Sam Levenson
10) "Become the person who would attract the results you seek.” -Jim Cathcart
11) "Setting goals is the first step in turning the invisible into the visible." -Tony Robbins
12) “Motivation will almost always beat mere talent.” – Norman Ralph Augustine
13) “Always do your best. What you plant now, you will harvest later.” – Og Mandino
14) “Our greatest weakness lies in giving up. The most certain way to succeed is to try just one more time.” – Thomas Edison
15) “The harder the conflict, the more glorious the triumph.” – Thomas Paine
16) “It’s not about having the right opportunities. It’s about handling the opportunities right.” – Mark Hunter
17) “The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack of will.” – Vince Lombardi
18) “There are no shortcuts to any place worth going.” – Beverly Sills
19) “Life’s battles don’t always go to the strongest or fastest; sooner or later those who win are those who think they can.” – Richard Bach
20) “Obstacles can't stop you. Problems can't stop you. Most of all, other people can't stop you. Only you can stop you.” – Jeffrey Gitomer
Written by: Amy Schiller
Often, as salespeople, we learn from sales blogs written by companies who sell a marketing or sales service. It’s true to say that this information can get kind of stale, as most people curate content and use the same information from other companies except they distribute the content in different ways.
As sales people, we know that it’s important to stay inspired and reading or watching the same content all the time makes it difficult.
There is one type of content that can help us get out of this repeated content funk: TED Talks. Featuring people that present content on topics that they have developed themselves. Instead of repeated information being spued at us, they inspire us with new content in an easy-to-understand and inspiring way.
So, to help you break out of your typical sales advice mold and learn something new to make you better at selling, we’ve compiled 5 amazing TED talks that inspire us.
How to Magically Connect with Anyone
In this TED Talk, Brian Miller, explains the importance seeing the world from the point of view of another person. Not only does this help us connect with others, but it helps in sales too.
This is a great TED Talk to watch if you’re just beginning in sales of need a reminder about the importance of listening to your customers. Being able to put yourself in the shoes of the buyer is very helpful. Watch this video to understand why.
First Why and Then Trust
“Trust is human. It’s about human interaction. It’s about real conversations. What we need is more handshake conversations. What we need is more handshake discussion. More handshake debates. More handshake friends. More handshake leadership.”
Nothing replaces human contact. That’s one of the many things that Simon Sinek touches on in his TED Talk. Watch this 17-minute video to get more insight into the importance of human to human interaction in the business world.
How to Skip the Small Talk and Connect with Anyone
Sometimes, we forget that the CMO, CSO, CEO, or any other C suite executive is a person. We put our business needs first and lose that human to human connection.
This TED Talk by Kalina Silverman does a great job at reminding us just that. Let’s skip the small talk and hop right into the big talk. Remember that everybody is only human.
The Skill of Self Confidence
This TED Talk is a great one to watch when you just can’t seem to land a sale. Dr. Ivan Joseph talks about the importance of self confidence and persistence.
Stop the negative self-talk. Have self-affirmations. When doubt and fear come into your mind, replace it.
The Science of Sales
As co-founder and CEO of ConnectYard, Donald Doane speaks from his experiences of beginning a startup. This talk explores a common challenge for many young companies, which is learning how to create a repeatable and scalable sales process that will take their company from concept through profitability.
✦If you are an aspiring entrepreneur, you're going to want to watch this!✦
So, here is a Q&A with Catherine Karabetsos, the CEO of QCSS who actually has that ONE THING we all wish our bosses could have..
And that is, EMPATHY ⭐️
It's so refreshing to hear some humanized, inspiring advice from the queen of entrepreneurship herself!
So check it out and really listen to what she says; for this interview is far from those monotonous, cliche one-liners that most businesses give you.
Here's some quick, simple advice from the coolest call center you know!
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
Being Pleasant and Polite Goes a Long Way
Whether it is an angry customer or a happy customer, being pleasant and polite will never do your company any harm. A happy customer will only leave the phone call even happier than they were before they got onto it. A phone call with an unhappy customer will hopefully end on a positive note because of the pleasant and polite attitude.
It’s important to remember that these are your customers and you have to appreciate them. They are the reason you are running a successful business. With this in mind, you should exceed their expectations and give them the service that they deserve.
Customers are calling into your business for a reason, just like there is always a reason that you are contacting them. Each call into and out of your business is an opportunity to improve the customer service process and satisfy your customers.
Always keep your customers at the top of your mind.
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.