A practical guide for healthcare teams managing phone systems across clinics, providers, and specialties
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A practical look at how teams update IVR menus, on-hold messages, and greetings across every location with Phonzai.
A comprehensive, example-driven resource for businesses that want their phone systems to sound professional, helpful, and intentional.
Nowadays, small businesses are held to a higher standard and expected to be on a level playing field with larger corporations. This is in every sense of the word: with their communications, transactions and quality of product/service.
As a small business, you have the advantage for more personalized customer service and quicker turnaround on decisions, so make sure you use that.
But at the end of the day, making your business appear larger can be beneficial. In terms of actually implementing this, here are a few things you can do that aren’t excessive, nor do they take tons of money or time:
Via McKinsey&Company, 75% of online customers expect a response within 5 minutes. Are you prepared to deliver on that expectation? If not, make arrangements to do so, because this is the new reality of the cloud era.
It’s evident from these and other customer service stats and figures that the customer experience has been forever changed by the cloud. Not only have collective expectations skyrocketed, but the need for an “always connected” world means there’s no longer a viable off switch. This means businesses need to focus on innovating digital interactions and understanding how their customers engage with technology – all in the name of creating a supreme experience.
When compared to IT and other telecom industries, Unified Communications (UC) is still very much in its infancy. The way it has evolved has also affected the way customers react to UC and its benefits.
Although telephony and UC are often intertwined and link to a suite of common features such as conferencing and mobility, the true meaning of UC lies in full integration and knowing what your customer really wants – and delivering on it.
This leads us to the question: What do UC customers actually want? It’s not as difficult as you might think. Take a moment to evaluate what you yourself as a customer expect; most likely, you want a product/service to save time, integrate into your daily processes and be cost-effective. Otherwise, why would you use it?
Executing great customer service is a way to differentiate from other businesses and rise above your competition. This is becoming even more important than pricing, as a Walker study shows 86% of buyers will pay more for a better customer experience.
Delivering exceptional customer service over the phone can be just as impactful than in-person, if not more.
Callers’ expectations to receive efficient and helpful phone service is at an all-time high – you’re competing against one-third of consumers saying they’d rather clean a toilet than speak with customer service (via a 2015 Aspect Consumer Experience survey).
That doesn’t mean, though, that it’s impossible to accomplish a stellar customer experience.
Think about all the time, money and creativity that goes into a successful marketing campaign.
A willingness to commit precious resources to such a project are just the prerequisites. Some of today’s best marketers believe that successful marketing requires creating an understanding of the target market that a business doesn’t yet understand -- that a robust campaign goes far beyond mere packaging and telling a story.
