Why Cloud Telephony Is Relevant In The Field Of IVR

A place where the user can define their own IVR or telephony applications themselves is Cloud Telephony. A Cloud Telephony is a very common term used now very often, it has come up from Cloud Computing. Your work becomes easy and you no longer have to fuss up with the callers who call you at an unusual time. You will be able to make up easily how to deal with telephony jargons and knowledge of how a telephone works. It is just as simple as make/receive(pick up) a telephone call, hang up or disconnect the call, play an audio file, transfer the call, conference the call, record the call and more.

A Cloud Telephony is a real need in any business, if you are recording an IVR (Interactive Voice Response) for your phone number then you need a Cloud Telephony that will make it simpler for you to keep updates of all the calls and you will be able to keep records of your important calls that will surely be your prospective customers.

A business owner understands the importance of having a cloud telephony in their business. Same should you know about it, and incorporate to your own business.

Is an IVR mandatory in your toll-free number?

IVR System is an automated telephony system, where when a caller calls you hear a recorded telephony voice. It is applicable only on a hosted telephony, without which an IVR cannot work.

You must be very familiar with a voice saying “Welcome to XYZ company, Press 1 for sales, press 2 for support….”. This IVR is especially suitable and relevant in a Cloud telephony toll-free number, if you are looking for a toll-free number then an IVR is a necessity in many ways.

See below and know how a cloud telephony works and know yourself that how it is needed.

  • Your number gain importance among callers

A toll-free number is now no more a luxurious thing for your business but has become a necessity which you must have for your business. If a caller calls you and hear a fancy recorded IVR, his interest grows up naturally and he wants to invest in your business as he feels that he is being guided well through IVR recording and creates a good impression among all the callers who call you, especially first-time callers.

  • Customer can easily reach you

Your customer, especially your prospective customers who do not have your number can easily get through you by calling your toll-free number and an IVR recorded voice will lead the caller to you. This makes it easy for your prospective customer to reach you and connect you. If your customers will like you most certainly they will want to continue working with you and this will increase your company’s goodwill.

  • Caller information collected easily

IVR acts as a medium in collecting information about customer’s needs and will transfer the call automatically to the most preferred sales agent who can handle the call easily depending on their IVR input. When the calls are directed using technology, it has a very less chance that the calls may direct to the wrong agent and gives the surety that the caller will be provided with right information through a right agent.

  • You gain professionalism

If you are a company who works with the objective to make customers happy and satisfied then you should have an IVR for your toll-free number as it let you in making a presence in the market with a professional voice calling on the other side. And it will also make callers aware that you have many departments and employees.

An IVR is as mandatory in a cloud telephony as it is necessary for a business to have an infrastructure. The importance of infrastructure in a company is very relevant as employees those who are working with you just not see your company profile but also see how better it is built. So, if you are using a cloud telephony then you should use an IVR too.

Set An IVR If Your Customers Are Getting Unheard!

A Customer is everything for your business, the happier they are, the more profit and income you generate. How will you ensure that you make them happy and satisfied? If you attend them at proper times and at the time when they need you the most, result in happy and satisfied customers and they want to be a part of your organization for a longer duration.

To understand your customers, you have to understand them and wear their shoes!

Lost your bike, waiting for the insurance company to pay the refunded money or check on further details for renewal; Ordered a lunch through a phone call and expecting it to arrive within half hours and after 1 hour it has still not arrived.

As a customer, there is strong urge to get the problem and solution provided within time, by calling up the company’s helpline number to get it solved. It does not matter whether you are a big organization or small, customer service should be performed well by every organization, no matter what size. If you have to build customers loyalty, see it through their eyes. Having a reliable customer service will make them happy and your permanent customers.

How can you make customers query solved and hear up their problems?

The idea is just to make your customers query solved within time will make it simpler for you. This can be achieved easily if you set up an Interactive Voice Response as with the advent of Cloud Telephony, customer service helplines have become a possibility for startups and any other organizations to maintain interaction and competitiveness at affordable prices.

IVR helps you in getting over through following situations.

  • High Traffic On Calls

A business receives too many calls, sometimes it becomes difficult to manage all the calls and attend all of them. An IVR helps an organization in attending all the calls and not let any call unheard. This helps especially at the time of crisis when the callers need to call the state of emergency and his call gets on hold and gets unheard. An IVR makes it easy for you to get a hold on all those calls and also attend each and every caller.

  • Calls Transferred to the Wrong Department

Sometimes due to some technical issues, it happens that customers calls may get transferred to another department and to get back to the right department may take more time and may make customers feel irritated after a long wait and may cut off the line. Customers need to be dealt with proper care and their calls need to be attended on time so that they feel that they are important to your organization.

  • Didn’t get response on time

You may not know when your customer calls you, how important it is for him to get connected to you. They may feel the urge to talk to you as they really need to talk to your helpline for some issues faced by them. If they didn’t get your reply on time, it may make them feel unnoticed and may lose their prospective customers.

Each and every call are important for any business, you cannot let any call unattended as it might lose you a very valuable lead. Your every situation and the problem has a solution in form of an IVR. The idea of setting up an IVR will help in customer interaction effectively.

Welcome Cloud Telephony As It Saves Business Cost!

No one can object if I mention in the discussion that a business should shift to the cloud telephony system from the isolated telephone system as soon as possible. Benefits stuck to cloud telephony are countless such as it needs no hardware cost, a cheap service than the traditional costly system. Well! There are a number of worth-noticing points that will your business cost more than you save on hardware cost.

Cloud telephony can be integrated with other tools

Flexibility in technology is very important. Now, when I talk about the traditional phone system, the isolated feature was troubling the industry at a good scale. It couldn’t be integrated with other tools or applications.

Using telephony system only to make communication easier is neither good for business purpose nor a cost-effective decision. Integrating the system with tools like CRM or customer satisfaction tool can benefit the business and boost productivity.

Now, what when phone system is not connected to CRM? The sales executive will have to maintain all call records in the CRM manually. Now you decide! Isn’t doing this data entry task a clear time-waste? I mean this precious time can be used in talking with more customers.

The cloud phone system integrates with CRM and enables to keep the record the details and the history of call at any point of need.

Another great advantage of saving caller’s history that you don’t need to ask them the same questions again which have been asked in last conversations. It saves the time of sales executive and doesn’t create irritation to you customers and make them inclined to your services.

A Proficient Team

Indeed companies invest big amount on training their sales staff but unluckily productivity stats often don’t show any significant increase. Actually, the training program is still following the same old concept. The employees are being trained for products and services means no practical situation is discussed during the session. Will it work long? Of course, no!

With the help of call recording feature the caller’s recording is heard carefully then an insight is drawn about where executives are doing mistakes and how it can be resolved. Thereby, the efficiency of employees gets uplifted and it helps companies to gain more ROI.

No Office Rent

Gone are the days, when you were needed a magnificent building to give a start to your business. Now almost companies are saying bye bye to the physical structure and running behind the virtual one. It could be possible because of the invent of cloud telephony. The main reason behind this switch is it allows competent people to work from home.

Another considerable perk of using this system is that the deferred customer service can be revamped to a great extent as your customers don’t need to wait longer rather their calls are being responded promptly. Your employees remain busy at the workplace and don’t goof-up during productive hours.

Get More Opportunities

The e-commerce websites are seen dealing with more customers during special sale time like festive season etc. with traditional phone technology it was pretty challenging and expensive to handle such crowd and you needed to hire more employees to overcome the work pressure. But with IVR feature of cloud telephony, multiple customers can be served at the same time that too with making them fully satisfied.

Hence cloud telephony saves business cost in ways one can never have thought about before.

5 Ways To Leverage Cloud Telephony For Your Business

Cloud Computing is spreading in the economy and can be boon to your business if you use in the right way. Many businesses are adopting cloud telephony and about 50% of business decision makers say that cloud lets them be agiler in their business. Cloud Computing lets their business meet the ups and down business needs.

Cloud telephony plays an important role in building business needs and demands emerging business trends for business and startups. When you have a business that easily connects to all your customers and users that are using your product, it becomes easy for you to connect to the world.

I want to throw some light on ‘The Hartford’ Company and how Cloud Telephony helped them grow!

The Hartford is a very established company of United States based on investment and insurance  and is a part of the Fortune 500 list. The company is transforming its IT services it delivers by implementing a new infrastructure that includes a private cloud. The company focuses on growing its group benefits, mutual funds, property, and casualty business. The cloud computing helps business to foster the productivity of business and bring technology to market faster.

Cloud telephony has made various business recover their losses and it definitely acts as an asset to the business. Below are 5 ways which you can also leverage this technology.

  1. Better customer assistance

Your customers are the core of your business. They just want that they should be treated well and so do the cloud telephony helps in making this true. They come from multiple locations and whenever they make a call they need proper assistance with full support, what this cloud telephony makes it possible for you. Your executive might be busy sometimes and not able to attend the call which makes the customer feel dissatisfied and they may not like your support facility.

If you make them assure that you are always there, then surely it will help you in recovering them back.

  1. Give detailed call analytics

When you are dealing your customers on a call, it sometimes happens that you may often forget some useful information said on a phone call. Using cloud telephony, it provides useful and accurate information on every call and SMS sent or received. This data being provided is very accurate to which company can make out issues like call volumes, the time taken while in the call, the number of missed call etc.  

  1. Customized call flow

Cloud telephony makes it easy for you to greet your customers in a friendly way which makes it easy to be available to your customers according to the seasons, special time, and any special days. The fancy voice behind the call makes it even more appealing to your customers which add an advantage to your brand. Even the calls that are assured privacy that the customers and executives can talk to each other without knowing each other’s numbers.

  1. Helps in expansion plans

Being in a business, you want to rise and scale up in the market and this does not happen without happy customers. Switching to cloud telephony will make it easy for you to reach out your plans and aim to expand your business. Whenever you make a call, it will not cost you much and allow you to add, delete, modify a number of users easily with just a few clicks of the mouse. You are able to reach out a number of people and will have the freedom to make more calls.

  1. Major game changer in innovation and technology

No matter what company you are in, you cannot survive without technology. Cloud telephony in a business is definitely a boon and can act as a huge game changer for your business. With the above points discussed, it definitely makes it necessary for to have cloud telephony for your business.

From everything going to technology, from smartphones and tablets to mobile application and cloud telephony your business must have it all to sustain in the market.

Cloud Telephony Services Is The Best Medium To Reach Out The Masses

Few people fuss up and thinking how to reach out their audiences who are spread across various parts of a world. Well, cloud telephony is the best way to reach out to audiences. Let me explain, cloud telephony is a technology that moves your business phone system to the cloud. It is a voice service that has replaced the old system of integration like PBX, EPBAX, etc. With cloud telephony, you will be ease at work and services such as call recording, bulk SMS, IVR, CRM panel, call routing etc are some of the features it offers.

If you are still fixed upon the outdated telephony system then you must upgrade your system and know what cloud telephony can do to your business. Well, a lot many things can be done making your business self-sufficient.

Still not convinced? Check out why you need it?

If you have a business and face the following problems then it is a must have for you all:

  1. Experience IT issues regularly
  2. You have customers that are spread all over the world
  3. Your business is growing regularly

If these problems are faced by your business mostly then cloud telephony is a must have for you.

Your business might be running efficiently and smoothly but some problems may occur knowingly or unknowingly providing you a thought to use it or not. An IT issue is almost faced by many organizations no matter how well you maintain your computer system. Your business is huge and is growing every day, every month and with the growth, your customers are also increasing and spreading across the world. This scenario makes it a necessity for you to have cloud telephony incorporated for your business.

How can you run your business and reach out to the masses?

“By throwing away your gray old boxes”

Voice is just one of the another way to communicate in today’s world. By telephone system, people can communicate with a lot of people without any hassles. The old system of communicating with the various system is of no use and you should throw away that ugly looking expensive boxes and integrate your IT structure with cloud telephony that makes you available to the masses.

“Cloud Telephony successfully empowering Digital India”

The future has a lot to do with technology and empowering communication. With PM Modi’s term ‘Mann Ki Baat’ a grand success offering people to give missed calls to air their thoughts. This is the major reason that led to this a huge success as people just have to give a missed call which can be done easily. Cloud telephony plays a major role in making India shine by communicating with a large number of people.

“Easy to Manage with Zero Maintenance”

Your customers are your business, without them, you will not able to run your business. A cloud telephony is easy to operate and can be used without much technical knowledge. With so much easiness in usage, you will able to connect a large of the mass of the public. The cloud telephony solution not only attracts large organization but also a small and medium-sized business.

“Enhance the Voice Quality and Secure Conversation”

Cloud telephony makes the conversation end to end securely with encryption. You cannot touch it, feel it or see it. The voice transmitted from one end to another is protected and you can easily rely on the quality of the call. Your business will be valued more with less money spend on the cloud telephony.

Cloud telephony is getting more famous every year for the mere reason that it is everything regular phone systems aren’t, and for this, business owners are enjoying it.

5 Reasons Why Organizations Should Use 1800 Toll Free Number

When you are running a startup, do you think developing a powerful product and advertise it through content on your website would be sufficient for bringing enough business benefits?

Absolutely, ‘no’!

People might come across your website intentionally or unintentionally. And, in both the cases, some of them might get confused about the information mentioned on your website. In such cases, they raise some queries that are sorted out hours later. This long time span is enough to make your potential customers lose interest in you.

Here, the significance of toll free number come in sense that helps. It is a cloud telephony service that companies use to make users call them directly for any query or information. In this telephony system, callers make free calls and all bills are paid by the toll free subscriber or the called party.

You know almost everything about the mobile you are going to buy still you want salesperson to elaborate you everything, why?

Suppose you go to some electronic shop and ask for a particular mobile model you are interested in. Now before entering into the transaction cycle don’t you ask sales executive to tell you all the specification of the mobile?

Of course, yes!

This is simply because you want to make sure if all the research you made through internet is authentic or not, also, to know the information left. Similar case is true with businesses as well. Any potential customer who take interest in your product or service will try to collect enough data through website analysis but a toll-free number on the website makes a pave for users to know everything in detail.

Benefits of using 1800 Toll Free Number

There are a number of profits using a toll free number. Apart from business branding and credibility it helps effectively in organizational growth and here is how!.

  • Better Customer Experience

Won’t it be irritating for your website visitor who tries to connect you but doesn’t get any specific number to which he can call and stack data? You must use a toll-free number in your business so any customer can call directly on that number and resolve his queries with no hurdles. Resolving the customer issues frequently develops a better customer experience and keep them synchronized with your business.

  • Easy to Memorize

A strong point which is associated with the toll-free number is Vanity Numbers. These numbers can be remembered easily because of its simple and repeated sequence. Many successful business giants are using these numbers to increase their credibility and easy access to company for users so they can call any time easily.

  • Develop Credibility

Big organizations have already set their trust among people. The toll-free number helps enhance credibility for all business sizes. With a professional number, you can reflect an image of a renowned company that is targeted to fulfill customer needs. Sitting in the corner in your own home you project a very smart image with the help of this telephony service.

  • Easily Portable

You don’t want your customers to know when your office is getting shifted, right? Well, no need! And, you can do it silently as the toll-free number you are using currently would be same. Since once the number is assigned, it becomes yours and it is entirely up to you whether you forward it on your personal number or any other phone number which will remain same regardless of your location. Customers will have no idea about where you are operating from and they will be served as before.

  • Better Market Strategy

We have already discussed Vanity Numbers that help business to increase its credibility. Since these numbers are easy to remember hence people take very less time in dialing. It automatically increases the prospect volume. Another important market level benefit of using toll-free number is it captures enough information about each one who calls such as where the caller is calling from, a business he is running etc. This data is very helpful during a campaign for generating more leads, therefore, more sales and ROI.

Hence, 1800 toll-free number offers great benefits to all business verticals. Read more…

How A Sticky Agent Helps Enhance Your Customer’s Call Experience

Do you feel Customer’s problems are often not heard or you are not able to impress your customers with your call? Well, these problems are common, you don’t have to feel that you are not doing the right thing to attract them, but you have to plan well with a Sticky Agent to enhance your customer’s call experience.

See what happens when a customer calls a company without a Sticky Agent feature –

Hello! I have called yesterday and I want to know the status of my query that whether it is being solved or not?” said a Customer.

Sorry sir, I mean what is your problem and who have you told your query?” said a sales executive.

This answer won’t satisfy the customer and he will feel that he has to repeat his problem, again and again, every time he calls and he will feel dissatisfied as a customer.

A Sticky Agent is a feature which helps a customer to connect to the same sales agent again and again directly whenever he calls and this eases work of both the party. The benefit of adding a sticky agent is that whenever your customer calls you, they don’t have to explain the same query or problem again.

Sticky Agent Enhances Customer’s Call By-

Minimum On-Holds During Calls

There is nothing more frustrating than putting callers on hold!! When a customer calls, he talks to a sales agent and discusses the product and asks any query. This ends the call and let the customer know about the product through that agent. A sticky agent helps in connecting the customer with that same agent whom he has called first. This reduces the hold time on call as the call is picked directly by the concerned sales agent and the customer knows that agent will understand him better instead of fetching and searching that agent by putting the call on hold.

Customers Don’t have to repeat their problems

The customer’s call is directly received by the concerned agent and this reduces the work of the customer as he doesn’t have to repeat the problems to the agent and in the same way, the agent also knows his customer’s requirement. A sticky agent helps in connecting the customer and sales agent. The same sales executive understands his client better than any other sales executive. So, to enhance customers’ call experience it is better that the same sales agent picks up the call.

Query Gets Solved Easily

Why do customers call you? To get their query solved, resolve issues and any other problem. Daily you get a lot of calls and you have a burden to manage them. If there is no proper system to manage all the calls everything will go to bust. But

A sticky agent makes it simpler for the customer and the customer’s call experience enhances by solving the query easily in one go. The query of the customer is solved through right agent picking up the call and thus making call experience worthy.

Leads to a Faster Point Resolution

In a world of smart solutions and growing technology, customers are beginning to expect their call being received faster than before. As with everything changing these days and so many options available, people do not have time to hold back on one caller only but instead they switch on to another competitor if they find they are not being noticed.

When a caller decides to call you, he imagines a better calling experience and a sticky agent helps in improving your customers’ call experience and leads to a faster point resolution.

Efficient Call Flow Management

It is very common that a customer has an issue and a sales agent cannot solve due to his solitary behavior or due to providing wrong information.

Shuffling the call from one representative to another representative can end up in a heated situation. The sticky agent helps in making the call flow management efficient by directly connecting the call to the respective agent. The customer feels being noticed and enjoys the concern as his query is being listened and solved.

A Happy Customer tells 3 to 4 Friends and an Unhappy Customer tells Google!!

Customers are the one who should not be treated lightly by any company as they are the one who advertises your product by their word of mouth. So, to make them like your company, you must focus on helping them and being available to them through the call. A sticky agent definitely gives you a happy and satisfied customer.

Know Who is Interested in Your Products Through Missed Call Service

People nowadays are very much conscious about each notification popping up on their mobile phones. The MCA (Missed Call Alert) is being used frequently, so, in the case of mobile switch off, missed call notification can be collected. It saves us from missing out on important phone calls.

Do you know, this technology is very much helpful in branding your business too?

Yes, With the help of Missed Call Service, you can get the list of persons who take interest in your product or services. The missed call service is an automated web based service that gives real-time notification alert of each call on landline, mobile or toll-free number. It is a very cost effective marketing tool to promote your business. Apart from business branding the tool helps in lead generation, online or offline registrations and retrieving passwords too.

The process of this service is- when a customer makes a call on the given number, the call gets rejected automatically and all the essential details of the customer like name, mobile number or any important query are saved and thereafter the whole information is pushed to the database for future purpose.

Providing 24/7 human service facility for each call is not possible in common practice as an executive needs some amount of time for his personal activities. This might arise a situation when you can miss out on your potential customer. Therefore, a system is required which can provide round the clock service with its virtual presence.

The missed call facility enables people to make a call any time whether it is morning or late night. All the calls will be responded later once the executive goes through the database.

With the help of this web-based service, you show value to your customers and make them feel how important they are, and provide them with the best and satisfactory solution.

In general, people get free at night when companies are supposed to be closed. Since this is the time when people get free from their all day long busy schedule and collect the information with the help of internet. Now think! What if your service is not able to resolve their queries then? Won’t it be a big loss for you?

To avoid such situation to come, only automation can help you perfectly. An automated system will save all prospects’ details at a place, where you can access from and interact with them accordingly in order to satisfy the customers.

With the help of this service, you can make a persistent interaction with your customers and flourish your business as their suggestions and requirement both are important to you. For survey or voting purposes, it is a very helpful tool as it accumulates all the essential data regarding customer details and their queries. This authentic data contributes largely in business model optimization.

Hence, it is clear that incorporating missed call service in your business is an intelligent decision and brings benefits to the organization. Read more….

Why Small Businesses Should Use IVR Services?

Before mentioning why IVR services are important to small organizations today, it is important to describe what IVR services actually are.

What are IVR (Interactive Voice Response) services?

So many times you hear ‘Welcome to XYZ company’, ‘Press 1 for this’, ‘Press 2 for this’ and so on…

Do you know what is it?

It is actually an IVR (Interactive Voice Response) service.

The Interactive voice response system is a combination of database and some sort of infrastructure. It enables users to communicate with companies’ database playing pre-recorded voice prompt. This recorded message provides callers with multiple menu options in form of digits where they can reach by pressing or touching numbers on their phones’ keypad or touchpad. As soon as caller touches any number the system directs him/her to a particular department of company or portion of database. In this system, users communicate with a computer and get all the required responses.

This is an automated process for executives’ interaction with customers in order to fulfill their requirements. It is a less expensive telephony system. Some small organizations can’t afford the financial pressure of executives dealing customer services, to them IVR service is like a boon.

Benefits of using IVR services

There are so many reasons behind why small business must have a call management system. It is not only a cost effective solution but have major importance in converting a business into brand. Below are some top reasons that tell the significance of IVR service.

  • Increases reliability of business

Whenever you enter into any shop, hotel, restaurant or office, which point affects you most at first sight about these places? Infrastructure, right? The beautiful and fascinating infrastructure gives you a positive vibe and set your mind accordingly. Whereas a home based company might shake your trust somewhere.

Well, the IVR services do the same thing in business. Distributing personal numbers for professional purpose doesn’t leave a good impression and sometimes can make people confused too. But using an IVR service is a smart way to project an authentic business and increases its reliability.

  • Customers can get services anytime

Human being need some time for rest to re-energize themselves as they are not machine and can’t work continuously. But, your prospects or customers can’t see you taking time to relax and their problems might arise at any fine moment. Here none other but automation solution works best. Holidays, small lunch breaks or any other likewise reason when callers don’t find executives to resolve their issues. But, IVR services are 24/7 service that communicate to callers any time. For the first instance, this might seem you off-putting but it has spread its wider importance among many big organizations and this is the reason small companies are tending towards it. Another big reason is its cost-effective property that saves company’s’ huge investment on manforce dealing with customer problems.

  • A good support to mobile customers

In the trend of increasing digitalization, people are absolutely stick on to smartphones, laptops and many other electronic devices to accomplish any small task. Shopping through mobile has become trend now and people take very less time to choose and make transactions for their desired items. In such cases IVR service has great significance to resolve customer queries related to products or services. Since these services are available round the clock so whenever users find free time, they can clear their doubts.

  • Personalized system

Nobody knows about your business better than you. As it is already mentioned IVR system uses a pre-recorded message prompt, so, you can make your own recording with the number of options that your business is offering. The recording message reflects an image of the organization means what your organization is intended to do and how it can help and fulfill customers’ needs and wants. As a business you’re providing solution for problems, so you can project a better script for what callers would love to listen.

  • No error issue

When receptionists have to attend more than thousands calls in a day, there might be a possibility that couple of calls can be directed to wrong department or person. But, in case of IVR services, for any incorrect activity only the caller will be responsible. Whatever digits the guest presses, the system directs the callers to the concerned department only. Thus, IVR system is an error free service. Read More..

 

How to Improve Lead Conversion Ratio for Automobile Dealership? How Cloud Telephony Helps?

In an era where almost every sort of industry is reaping benefits from cloud telephony, automobile sector is not untouched. Indian automobile is one of the most lucrative industries and the significance of this industry is gauged by the fact that it contributes nearly 7% of the country’s GDP. No wonder that the burgeoning Indian Market has fascinated global players like Ferrari and Bentley to set up their outlets in India. Let us see why cloud telephony has become indispensable for this “Industry of Industries.” (as termed by the founder of Modern Management Peter Drucker.)

The ever increasing competition has prompted the industries to introspect the service aspects whether it is pre sales or after sales. As per a study conducted, after sales service is important for more than 60% of the Indian customers and therefore this quarter needs a special attention. Streamlining the communication process can help solving many loopholes.

What is the Present Scenario?

Outbound Supply chain of the automobile industry is very complicated because of the reasons apparent as the distributors have to handle multiple dealers and the dealers in turn need to look after a huge network of sub dealers and chain of retailers apart from a huge customer base which swells up at occasions.

What are the Challenges that Automobile Industry is Facing Today?

  • Tracking quality of service and monitoring customer calls are all hard nut to crack because all the dealers are working independently.
  • Completing the sales process is in the state of mess as dealers need to track the whole process right from the generation of leads, how they are handling this, which dealer is performing better and have better lead conversion ratio cannot be tracked.
  • There is no process in place to track  a number of things like alerts to the customers for their vehicle service, renewal of their insurance and a lot of other similar issues.
  • There is a lack of mutual communication between the dealers because of which the existing inventory cannot be used optimally.

What is the Right Solution Then?  

Cloud telephony solution has made the automobile distributors heave a huge sigh of relief. A centralized call recording system, a hosted IVR for all the inbound calls and progressive dialers for the Centralized Outbound Call Center. Once they are subscribed to the Cloud telephony, automobile distributors can track all the professional calls (from the dealers, customers, insurance agencies, banks etc.) This streamlined communication process helps in enhancing lead conversion ratio.

A Cloud Telephony solution is recommended for a distributor or network of dealers, it includes centralised call recording system, hosted IVR for inbound calls and progressive dialer for centralised outbound call center. The solution helps the automobile company or distributor to track all the calls,   streamline the communication process, improve leads conversion ratio  ultimately standardized customer service and increases customer satisfaction.

Inbound Calls: What Are They How Would They Help?

Inbound calls are the incoming calls that are greeted with an IVR (Interactive Voice Response) which is pre-recorded voice that makes you look professional. This IVR is forwarded to the respective dealer for sales or for support. This helps in tracking calls efficiently. Centralized call recording that is made available along helps in monitoring the quality of calls.

This helps in making your service go 24X7. If customers call you in off hours, they would be greeted with a message and the customer messages would then be recorded. If they call for sales the calls first go to the centralized system and then they are diverted to the dealers as per the preference of the customers.

Outbound Calls: What are they? How Would They Help?

Centralized outbound call center along with a progressive dialer is used to run promotional campaigns via e-mails, SMSes etc. Customer service reminders can also be set for renewal of insurance, for the service of vehicles, payment of installments and much more.

Centralized database can be used for recording the customer specific outbound calls from the dealers. This helps in standardizing the service quality and taking the promotion campaign to the next level.

All the customer specific  outbound call from dealer would also be recorded in centralized database.It will help in standardizing   the quality  of service and will make  promotional campaigns much more effective. What’s more! Cloud telephony is a flexible solution and can be customized as per your needs.