6 Steps for Improved Customer Relations Management

 

Customer service in today’s world includes reliance on technology for your customer relations management, and a good VoIP business phone systems are essential for efficiency.

 

These steps can help you improve your customer relations management in your business.

 

 

Put your customers first. Respond to them immediately by answering their phone calls or offering live chat, or make it a policy to provide a callback or email reply within an hour. If you are unable to do this, use your VoIP unified communications to at least send an automated email letting them know that you will reply within 24 hours.

 

• Train your staff that customer service is their top priority.
• Thank customers with rewards for loyalty, discounts coupons when they refer friends, and thank-you emails after purchases.
• Respond to feedback so customers know you care.

 

 

If you have a small or medium-size business, you are in a better position than a larger company to build personal relationships with clients. The feeling of having a relationship with your business can build brand loyalty and persuade customers to continue to make their purchases from you.

 

Initiating contact is one way to strengthen ties with your customers. Use email or the phone so that customers feel more connected to you. Use a call scheduling system to time your contact for specific times that make the customer feel a personal tie to your business. These are some times when you might contact the customer.

 

• Within a short amount of time after the purchase to ask whether the customer is satisfied.
• Within a specified amount of time after the purchase to ask about needing a follow-up, such as refills, maintenance, or another service.
• When there is a an opportunity to upsell.

 

Take notes on each conversation or email so you can build on it next time, and be sure information from phone conversations and emails are both placed in the same file. Also record when you plan your next contact. You can also give your customer a sense of personal relationship by allowing customized orders, packages, and services whenever possible.

 

 

Social media is another way to strengthen personal relationships. It lets you connect directly with consumers and builds trust with your company. Consider the following strategies.

 

• Maintain and regularly update accounts on platforms such as Facebook, Twitter, and Google+. Well-timed updates can remind consumers that you are there.
• Offer live chat options on your website so customers can ask their questions to well-trained customer service representatives.
• Include social media buttons on your site so it is easy for customers to connect with you.
• Use your VoIP system to simultaneously update social media sites as needed.

 

 

This advice sounds obvious, but it is worth noting because of its significance. If a potential customer takes the time to pick up the phone and call you, you have an excellent chance at landing the sale. One of the best ways to blow your chances is to give people a poor telephone experience. Be aware of the following telephone necessities.

 

• No calls are dropped.
• The system is easy to use and your employees are properly trained to use it.
• Your VoIP service provider offers technical support 24/7 so you never lose business because your system is down.
• You have a virtual receptionist and the hold features that you need.

 

 

You may have the best products and services in your industry, nobody wants to have to struggle through the payment process. If using your billing and payment system is a hassle for customers, first-time customers might change their minds before they complete the transaction and potential repeat customers might decide that they would prefer purchase from a competitor rather than go through the inconvenience of purchasing from you.

 

Streamline your billing system by integrating it into your VoIP business phone systems. Consider the following features to improve accuracy, make record-keeping easier, and encourage customers to complete the sale and pay their bills.

 

• Automatically request payment on the spot or at a predetermined future date when the customer makes the purchase.
• Send out bills and reminders to pay on a pre-scheduled timetable.
• Accept credit card and debit card payment by telephone using an automatic system, online, or by mail.
• Manage each customer’s account so that payment from any source is recorded.

 

 

Integrating your customer relations management with VoIP can help you improve your data analytics and ultimately gain more business. From your data collection, such as through customer surveys and monitoring of relevant trends, you can gain information such as customer demographics and consumer preferences. Unified communications can assist you in keeping track of so much data from a variety of sources. When you analyze the data and apply the results, you can improve your business.