7 Ways To Have An Impactful Conversation With Your Consumers

These days, consumers arrive from an array of digital channels during the path-to-purchase journey, but more often than not there is a moment when human interaction is necessary, especially when something goes toes up or for larger purchases such as real estate or a car.

According to Google, “47% of those they surveyed described feeling “frustrated or annoyed” or “more likely to explore other brands” when a call wasn’t picked up. The advent of click-to-call is causing an influx of call volumes, a whopping 70% of prospects hit the call CTA.

Once the button is pressed and an offline interaction begins, the quality of conversation or rate of pick up can make or break a conversion, which is why we have a few suggestions for transforming your communication strategy that will guide your callers to the final stage of their journey and beyond.

1. Follow up

Following up is not chasing or harassment, its courtesy and can improve upsell potential. A post-conversation chat should be filled with a knowledge of the customer (based on their history) and also questions that can help gauge a greater understanding of what they want in their own words.

2. Speed up decision making

Automated workflows can speed up how a caller lands on the right agent based on their context. If a specific answer is required, understanding a prospects movements on a brand website can give the agent a headstart to finding a solution before they even answer the call.

3. Remove friction

Take away the multiple delays associated with IVR systems, no one likes friction in CX especially when the purchase is of high value. Remove pain points for callers by cascading or sending them through a quicker route to the conversation they really need to have.

4. Know the trends

Analyse, analyse, analyse. Conversations with consumers these days come with a ton of context behind them as the research phase almost always starts with a browsing history. Tracking every key measure from these touchpoints can be a useful way to understand the bigger consumer picture and make conversations less about interrogation and more about connection.

5. Understand their data

Knowing every granular detail of where/how/why a consumer has arrived at your doorstep is vital. In some cases, a PPC (pay-per-click) caller is more of a priority than someone who didn’t visit a higher value page or is just casually browsing.

6. Bring them back

B2C industries like automotive and travel know that a missed call is a missed opportunity, especially when considering their high-profit margins. If a consumer’s call isn’t acknowledged it can be detrimental to both company reputation and the bottom line. For mobile workforces, a simple solution is using just that, their mobile.

Missed call notifications in email or SMS form have a knack for dropping call abandonment rates by nearly 80% while ensuring sales teams value callers and proactively pursue them. Sending a callback request SMS to a missed consumer is always favourable on their end if a call isn’t picked up, data from Software Advice shows that 63 per cent” of consumers surveyed preferred callback.

7. Be a human!

This brings us to the last and final point of any consumer-facing conversation, be a human being! Personalisation is the bread and butter of CX lately, we may think we want to speak to robots but the need for just the right amount of empathy is currently outweighing the convenience of chatbots.

A happy medium is the best bet in this scenario, use technology to make the process of getting to the human help easier, now that’s impactful.

Via: Google, Software Advice

The New Psychology Behind Customer Service

Humans are complicated; this fact becomes even more obvious when they are thrown into a ‘situation’ with customer service (any conversation with customer service is initially perceived as a situation). The pressure that comes from needing a problem solved, is akin to outing a raging flame, according to blogger Seth Godin. “Customer service (whether you’re a school principal, a call center or a consultant) can’t begin until the person you’re working with believes that you’re going to help them put out the fire on their head.”

The psychology behind every customer interaction points to the fact that decision making is almost always an emotional event. Neuroscientist Antonio Damasio discovered that those with damage to the emotional centre of the brain were unable to make simple decisions. His research concluded that every choice we make has a bunch of feelings behind it.

Therefore with this understanding, customer service interactions should be smooth sailing — once a brand ensures that every step an interested party takes is a positive one. But it’s not always that seamless, because like we previously mentioned — humans are complicated. It’s not always easy to predict what will make them happy.

The phenomenon of customer service began in the eighteenth century when folks started saving copper coins to give to merchants in exchange for goods. Contact with customer support primarily consisted of face-to-face interactions. It wasn’t until 1894 that phones were added to the mix. It was a simpler time.

These days, however, the playing field is much more technologically dexterous and so are people’s expectations. 

The Self-Talk Method

Tackling the issue of customer satisfaction means coming up with inventive ways to draw them in. One useful tactic begins in their heads.

Heard of self-talk? It’s something we ALL do on a regular basis; our inner voice is one that silently prefaces everything we say out loud and speaks when we can’t find the audible words.  

Finding a way to address a customer’s inner voice and encouraging them to speak to themselves about a product could turn a consideration into a lead.

“If you can get customers to say it to themselves, by thinking, they’ll make quicker decisions,” writes Tagove.

Promoting self-talk could mean taking the human element out of it, because whether we want to admit it or not, speaking to a neutral chatbot takes the pressure off of reciprocating in a conversation with another person. It also allows time for inner thought.

A New Generation

Such a process fits well with the upcoming generation’s needs, only 29% of millennials like talking on the phone to customer service. While their desire to speak through chat has risen by 9%.

Self-talk and self-service are looking more and more like the future of customer interaction, and constantly evolving tech is eradicating legacy procedures. Gone are the days of copper coins and switchboards, today’s customers require less friction.

Via: Aspect Blog, Seth Godin, Tagove, User Like. 

EADP conference in Prague

Mattias is meeting with some of the largest directory services at the EADP conference in Prague. He is keeping us updated every once and then by posting voice blogs on Talky, the voice micro blog service we are soon about to release. It is a great experience to follow him that way.
And Tuesday was a great day for Freespee, I will tell your more about that in a couple of weeks.

Thieves seek victims online

“Thiefs seek up victims online” is the headline of an article featured today at www.dn.se.
In july many people will have a well-deserved vacation and maybe go on a holiday trip. With the transparence that comes with online activites such as twittering and blogging it’s a fact that thiefs now has the possibility to seek up their victims online. The article shows that the number of  burglarys in homes has increased in Stockholm county.
Freespee is a service where you can get a temporary phonenumber to use in all occasions you don’t want to expose your home- or mobilephone-number. By using Freespee you see to that thiefs can’t use your phonenumber to find out your name, and finally your home address. – Freespee can help you keep the burglars away.