Attracting new customers and increasing loyalty are two of the main goals of a contact center. Providing good service is essential to increase the positive value of the company in the eyes of the customer, so agents must strive to offer high-quality, effective and differentiating service.
The importance of data to get new customers
The analysis of daily operations has highly valuable information when it comes to acquiring new customers. Here we are talking about a qualitative analysis of your agents’ interactions, since we need an evaluation of which strategies yield better results and what aspects are keeping customers away from purchasing your product or service. Ideally, it would be a combination of quantitative and qualitative analysis.
With reliable and first-hand information you can make better decisions and optimize resources when looking for new clients or improving the processes that bring customers closer to you.
If you are not collecting information from your interactions, the time to start is now.
Find below the best tips that will help you get more and better customers for your company, due to the service of your contact center.
Get more customers with your contact center by following these tips:
- Determine achievable and measurable objectives.
- Work with appropriate tools.
- Form a committed and trained human team.
- Improve brand awareness.
- Know the customers and include them 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 establish long and short-term goals. These objectives will focus on getting more clients as well as increasing their loyalty to the company. Remember! They must be achievable and measurable at the same time.
To do this, it is essential to first carry out a study on the purchasing trends of our customers, the frequency, the needs of the target and the situation of competitors in the sector. From there, define short and medium-term objectives to achieve a more 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 sense, questions such as the following must be addressed:
- Planning a uniform and coherent speech with the company image.
- Distinction of the different areas of consultation
- Preparation of a roadmap that unifies processes for better resolution of incidents.
- Implementation of customer experience measurement tools.
Having an expert contact center service and a strict work methodology is essential to improve interaction with customers and generate value that allows us to increase the customers portfolio.
We recommend that you take a look at our post on customer relationship strategies to help you create stronger and lasting relationships with your customers. We are sure that it will be very useful to you!
2. Work with appropriate tools
Incorporating innovative and quality tools is essential to improve the performance of the customer service team, as well as to improve the user experience of consumers.
It is important that companies stay at the forefront of technological changes and, therefore, that they 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 networks to offer better customer service.
3. Form a committed and prepared human team
Any company that aspires to success must have prepared, motivated and committed staff. In the case of a contact center, having a quality team is essential, since it is the part of the company closest to the customer and, therefore, responsible for the image that is projected towards it.
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 that the company offers, and with the soft skills necessary to offer rewarding customer service.
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 implemented that allows the brand to become a recognized love brand to achieve users who are emotionally linked 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 transform customers into brand lovers? Find below some tips to achieve this connection with consumers.
- Find and take care of your potential brand lovers, that is, those customers who have purchased your products or services on more than one occasion. To do this, you can give them the recognition they deserve by contacting them through social media or sending a personalized email offering exclusive promotions, or content that may be of interest to them.
- To facilitate this communication, it is essential to have 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 of being consumers of your brand so that they continue wanting to consume your product or service. It is important that you make customers fall in love with the entire experience that makes up the purchase, especially in the customer service you offer.
5. Know 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, we must effectively collect data from our customers, as well as implement strategies that allow us to know their satisfaction or other opinions about the product or service in question that are of interest to generate better purchase satisfaction.
We recommend investing in innovative tools that facilitate the creation and analysis of metrics necessary to know who your product or service is aimed at and how to enhance it to improve its positioning in the market.
6. Facilitate the processes to close sales or contract services
The easier the processes are, the higher the conversion rate and, therefore, the greater the company’s profits. Therefore, making things easy when contacting customer service is essential. This will help your operators meet their objectives and offer the solution that customers need, avoiding frustration and migration to your competitors.
To minimize potential impediments to 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 build loyalty among those who already know the brand or have purchased from it.
Having full knowledge about who the client 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 attachment. The different channels must also be taken into account, to keep communication fluid and maximize them so that customers can be up to date with these promotions and feel that they are part of the community.
Extra tip: Segmentation and personalization
Divide your contact list into specific segments based on criteria such as demographics, past behavior, or interests. This will allow you to adapt your approach to the needs of each group. Then, use the information available to personalize interactions. Call customers by name and tailor your messages to their needs and preferences.
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 listed in this post to achieve a larger customer base and better conversion thanks to your contact center.
Remember that it is essential to maintain effective customer service and to be up to date with the trends and needs of today’s consumers.
Discover our software EVOLUTION to offer a quality omnichannel service that helps you achieve all your goals. Request a demo now!
