Attracting new customers and increasing loyalty are two of the main objectives of a contact center. Providing good service is essential to increase the positive value of the company in the eyes of the consumer, so agents must strive to offer high-quality, effective and differentiating service.
Find below the best tips that will help you get more and better customers for your company thanks to your contact center service:
- Determine attainable and measurable goals.
- Work with the right tools.
- Form a committed and trained human team.
- Improve brand awareness.
- Know the client and include it in the company’s objectives.
- Facilitate the processes to close sales or contract services.
- Offer promotions and incentives.
1. Periodically determine achievable and measurable objectives
As in any business strategy, the first step is to set long-term and short-term goals. These objectives will be aimed at generating more customers as well as increasing their commitment to the company. Remember! They must be achievable and measurable at the same time.
It is essential to first carry out a study on the purchasing trends of our clients, the periodicity, the needs of the potential customer and the situation of the competitors in the sector. After this first step, define short and medium-term objectives to achieve a greater number of sales and customers committed to the brand.
It is also vital that the contact center has a clear strategy to unify processes and methodologies. In this regard, issues such as the following should be addressed:
- Planning a uniform and coherent speech with the image of the company.
- Distinction of the different consultation areas
- Preparation of a roadmap that unifies the processes for a better resolution of incidents.
- Implementation of customer experience measurement tools.
Having an expert contact center service and an established work methodology is essential to improve interaction with the customer and generate value that allows us to continue increasing the client portfolio.
We recommend that you take a look at our post about customer relationship strategies to help you create stronger and lasting relationships with your customers. We are sure that it will be very useful for you!
2. Work with the right tools
Incorporating innovative and quality tools is essential to improve the performance of the customer service team, as well as to improve the customer experience.
It is important for companies to stay at the forefront of technological changes and, therefore, to invest in software designed exclusively to streamline processes in a simple, agile and automated way.
Taking into account the most common weak points of a call center, it is important to invest in tools capable of reducing waiting time, integrating artificial intelligence solutions and contact options through social media to offer better customer service.
3. Form a committed and trained human team
Any company that aims for success must have a trained, motivated and committed staff. In a contact center, having a quality team is essential, since it is the part of the company that is closest to the customer and, therefore, the one responsible for the image that is projected.
Thus, getting more customers and retaining them becomes a much easier task if you have a qualified team, informed about all the products and services offered by the company, and with the necessary soft skills to offer rewarding attention to the consumer.
4. Improve brand awareness
Working on brand awareness is also essential to get a greater number of customers for the brand. To achieve this, it is not enough to offer products or services that attract consumers. A well-structured strategy must be planned, that allows the brand to become a recognized love brand in order to get users who are emotionally attached to it.
In this sense, the customer service team must be able to build customer loyalty and be a differentiating element.
And now you will ask yourself, how do I manage to transform customers into brand lovers? Here are some tips to achieve this connection with consumers.
- Find and take care of your potential brand lovers, that is, those customers who have bought your products or services more than one time. To do this, you can give them the recognition they deserve by contacting them through social media or sending a personalized mailing offering exclusive promotions, or content that may be of interest to them.
- To facilitate this communication, it is essential to have an omnichannel software that allows the integration of all channels in the same space, improving the experience for both the customer service team and the end user.
- Don’t let your target get bored. You must invest time in creating strategies that offer regular and innovative content to generate a greater emotional connection with your customers.
- Make your brand lovers feel proud to be consumers of your brand so that they continue to want to consume your product or service. It is important that you make customers fall in love with the whole experience that integrates the purchase, especially in the customer service that you offer.
5. Meet the customer
Knowing who is the regular customer and who is the target customer is essential to be able to offer proposals that generate interest and respond to their needs. To do this, the data of our clients must be collected effectively, as well as implementing strategies that allow us to know their satisfaction or other opinions about the product or service that are of interest to generate better purchase satisfaction.
We recommend you to invest in innovative tools that facilitate the creation and analysis of the necessary metrics to know audience and how to improve your position in the market.
6. Facilitate processes to close sales or contract services
The easier the processes, the higher the conversion rate and, therefore, the greater the benefits of the company. Therefore, making things easy when contacting customer support is essential. This will help your operators to meet their objectives and offer the solution that customers need, avoiding their frustration and migration to the competition.
To minimize potential impediments to reaching contact center agents, we recommend integrating self-service options for when other channels are not active or busy.
Self-service options, such as FAQs or chatbots, allow you to independently provide answers to customers. In addition to being a support to improve the user experience, they are also a good strategy to screen messages and reduce the number of calls to be answered by the contact center.
7. Offer promotions and incentives
One of the best ways to get customers is to offer promotions and incentives both to generate interest in potential customers and to retain those who already know the brand.
Having full knowledge about who the customer is, their needs and the consumption patterns that characterize them is essential to plan and execute an effective strategy that arouses their interest and generates greater emotional bonding. The different channels must also be taken into account, so communication must be maintained and maximized so that customers can keep up to date with these promotions and feel that they are part of the community.
Use our omnichannel software EVOLUTION in your Contact Center to get more and better customers for your business
Do you want your business to be more successful? Follow the steps that we gave you in this post to get a larger customer base and a better conversion thanks to your contact center.
Remember that it is essential to maintain effective customer service and up to date with current consumer trends and needs.
Discover our software EVOLUTION to offer a quality omnichannel service that helps you achieve your goals. Request a demo now!
