“Technology is changing how we interact with our customers”
According to Sitel TNS Survey 2011, 57% of all consumers go online first to get a query resolved.
As customers are already spending their time online looking for answers to queries about products and services, businesses need to be online 24 by 7 to provide the correct solutions via the internet.
Call Management diversified 3 years ago and saw the major opportunity that existed if we embraced technology. Presently e-mail handling constitutes over 20% of our business with clients in the UK, Ireland, America and various other worldwide destinations.
We use different software packages for each of our clients. All the packages are quite similar, it really depends on the clients’ requirements and service offering.
Call Management is currently using Kayako & Liveperson software for e-mail handling solutions. However, we do review the software used on a regular basis as the market is changing so quickly.
There are numerous advantages to using a bespoke package over using outlook and other single domain e-mail systems –
- Manage email and tickets in a fully collaborative inbox;
- Multiple agents can view the messages live and respond immediately;
- Improve Sales & Customer Satisfaction as queries are responded to in real time;
- By using predefined canned responses you can provide your brand with a harmonized message, such as returns policy, warranty queries, and product specifications;
- Fully audited with live statistics on queries handled and query type;
- Auditing and accountability are managed more efficiently.
This list is not complete by any means, this is just a story of our journey so far, it is an exciting extension of our business and is a major growth area. I am delighted to say that we are becoming industry leaders in this CRM tool. Existing clients are asking us to educate them on the benefits of bulk e-mail handling with live demonstrations, web seminars and trial periods to evaluate how it will integrate and compliment their existing CRM packages.
We currently handle over 250,000 e-mails per year with new clients coming on board every month.
If you want more information or a demonstration please let us know. You can also check our case study clicking here.
Weekly tip: On a practical level before you consider out-sourcing please remember that we would be representing your company on the web so the more in-depth training and knowledge we have the better. Canned responses are fantastic as long as they are relevant, easy to understand and above all, answer the question asked in a polite and friendly manner.
Advice: Outsourcing your e-mail handling service is not suitable for every company. It is definitely worth exploring for your existing CRM team as it will improve how they work and will allow them to work smarter and more efficiently. Your clients will be impressed and it will enhance your company’s image as an industry leader who is willing to embrace new technology and go that extra kilometre to improve your customers’ buying experience.
