How ‘IVR and Toll Free Services’ Transforms Small Business Into a Brand?

Each and every business aspires to be a brand someday. Though, rare businesses achieve the feat. Then what makes a business more successful than other? Why is it that two similar type of product are launched and the one which has lesser features outruns the better featured one? It is the difference that transforms a business into a brand.

Just suppose, you are on a road trip and suddenly your vehicle ceases to move ahead. You are unable to figure a way out of there just stuck in the middle of nowhere. What will you do?

To be honest, 99 out of 100 persons will take out their mobile phone and call the person whom they consider helpful for the particular circumstances. The strange thing is that the person whom you would like to call may not be a mechanic or any other help. It is just that psychological comfort that you get after having a conversation with the person and that’s the reason you will probably choose the most selective person.

Being a brand is just like being that friend. You don’t always need to deliver physically but it is more about the psychological comfort that you could offer your customers. IVR and toll-free services are meant for just that.

If you want to succeed as a business, you need to develop an identity that makes you fit for the role of that ‘helpful friend’. In case a customer needs help with anything related to your product or service, he should immediately seek you for help. This will help you in building trust. Just synchronize your services with IVR and toll-free connections, seize the opportunity to impress your customers and you are on your way to glory.

The most important thing that determines the success of a business is ‘How happy the customers feel about the experience?’ You know that your business earns from its customers. And if you can’t keep your customers satisfied with your services, there is no reason for him to choose your services above others? Either give him a reason to choose you or he will choose someone else.

When you lose a customer, you lose one sale, a bit of ‘revenue’ which a sale creates, a bit of profit which that revenue generates and thus, you lose a bit of growth which that profit contributes. This is just for a single customer, multiply it by the number of customers you lost to others and you will have a lot to worry about…

What Makes a Customer Loyal to One Business?
If you want to transform your business, you need to befriend your customers and deliver above and beyond their expectations. For this, it is important to offer them a channel of communication which is meant only for their interaction. This makes sure that your customer has a direct access to you. And to be honest, customers consider it important. The point that we want to evade is connectivity platform. Almost every brand has it’s own IVR and Toll-Free Services.

A business includes a combination of good quality products and high customer satisfaction index. The good quality product can be easily manufactured by regulating the essential quality standards. But to ‘value your customer’ is a psychological entity that has no specific secret. It is just about how the customer feels about your business on whole. Or to be specific, How much satisfied your customer is from the overall experience of the product?

You may find many people who are loyal to ‘a specific brand’, seamlessly infatuated with the charm of that business. Remember, it is not just about the product but a business. This is what we call branding. And let me tell this straight, It is damn difficult to achieve this type of loyalty from the customers. And it is a fact that you can’t attain such status with the help of marketing alone. A Brand is more than just about being well-known, It is about the obsession of customers to own their product.

Communication – A Gateway to Customer’s Heart
Just choose a brand and then closely study its relationship with the customers. Try to figure out what the business does to keep an overwhelming warmth alive in their relationship. You will find nothing but ‘a healthy communication’ which is making the difference. Communication It is an inarguable fact. Many times, we see two similar products from two different brands launched together in the market. One of them is clearly better than the other but still, the less competent product hits the right chord with customers and outruns the considerably better product of different brand in the volume of sales. In such cases, it becomes evident that customer satisfaction can outweigh even the product quality. And thats the reason, you can’t run a business on product quality alone. You have to maintain a healthy relationship with your customers or else they have other competitive quality options that do intelligent communication which infatuates people.

They invoke a ‘special-feeling’ in the mind of their customers. To make a person psychologically opinionated, you need to charm him with your aura. And this is a fact that you won’t gain loyal customers unless your attractiveness transpires into the customer experience.

Remember, it is about psychological satisfaction. The IVR and toll-free numbers are just perfect for the part. You do not be there with him to do it. Just use a proper communication channel and combine it with a prompt response…

6 Things You Should Keep in Mind To Reap The Maximum Benefit of IVR

Despite the fact that it has been proved to be a cost-effective solution, time-saver and a great tool to improve efficiency, IVR has been used so poorly by the businesses that reaping even half of its benefits would not be possible for them. Given here are the six best practices that give you the optimum benefit of it.

Keep it Simple, Easy and Clear to Use:

Put yourself into the shoes of your customers and just come to think of this! Would you like to press a lot of buttons and spend a long time on your phone? Obviously no. so, make your IVR as simple as possible and useful to the customers. The more simpler you make it, the better it would be.

Keeping the Decision Tree Shallow Helps:

The thumb rule of keeping IVR system works but you should make very sure that the options you keep on the branch should be less than 3 or less. More options as well as the customers both have to wait and they can get overwhelmed which in turn may lead to their forgetting the earlier options. Making trees deeper than the 3 branches can make the callers feel trapped and the whole system will prove to be futile.

Keep it Refreshed:

Like any other thing you use, your IVR also needs periodic attention so that it can stay optimal and you reap its optimum benefits. If you do not refresh the IVR system periodically, it would not be updated as per the needs of your callers. So, make a plan to review periodically and keep on updating IVR every 3-6 months.

Keep the Option of Reaching the Live Agent Open:

Being trapped in an IVR system as a caller is very disgusting. So, there are many companies that have to give callers the option of reaching live agents when they require. If the IVR system you have installed addresses the concerns of the callers properly then an agent would not be needed. However, if any caller needs a live agent he should have the option to do so.

Use the Words Rationally:

Directing callers to the company’s website to get their problems resolved is stupid because in all the probability, they have visited your site before reaching to you. So, suggesting them to go back to the site is stupid.

Avoid Giving Marketing Information During a Call:

Do not give up to the temptation of marketing during phone calls. Callers dial the number to make queries and selling at that time is going to nag them. So, better avoid it. Most of your customers view it as a complete waste of time.

IVR can prove to be one of the most powerful branding tools only if it is used wisely. If you want to create a positive impression of your company in the minds of your customers, start following the above given six practices and get the optimum benefit of it.

3 Tips To Make Decision Making Easy In Your Business

A proper Business Decision Making is the foundation of any rising business revenue graph. As compared to large organizations, in small businesses, each individual contributes their level of perspective. Since a single decision can make or spoil the financial structure of your company in no time, hence, it must be taken perfectly using different mind reasonings.

The low-level or high-level supervisors might apply wrong algorithms as making mistakes is human tendency. This can impact your business adversely. To avoid this, technology has given birth a number of various facilities that assist how to take perfect business decisions.

Why Cloud Technology has important role in Business Decision Making?

The rapidly growing cloud technology has not only reduced the IT infrastructure cost of organizations but also helps largely in taking correct business decisions. The Decision Support System (DSS) is helpful to develop the Business Intelligence Architecture. This DSS uses cloud computing technology. Based on the historical data or previous records the system fetches the best results so prominent decision could be taken to benefit business.

Here I am going to discuss some tips that give you a better understanding of how to take business decisions correctly:

Tip #1: Cloud Telephony – “Find What Your Customer Wants”

Customers are the soul of any business. You will be a lucky businessman if people get attracted towards your goods and services. But what if they don’t? In such case, an entrepreneur needs to implement such logical business ideas that can push the crowd to take interest in his products and services. A complete branding solution cloud telephony plays a vital role here.

This software solution enables employer to collect info about all the customer calls- answered, not answered or missed. Also, it helps to garner feedbacks from customers, which, in turn, are helpful to introduce changes required into the business. This cloud telephony system also gives an idea about if professionals are behaving well with customers or not.

Tip #2: User Engagement Tool – “Find What Users Are Looking For”

Before what new business strategies should be implemented, a detailed analysis over what users are actually searching for means finding User Intent should be done perfectly. Though off-line businesses may trouble you as scratching someone’s mind reasoning about selecting products or services is absolutely a tough task.

But, in case of on-line businesses, there are so many user engagement tools available in the market, through which who are interested in your services can be found out easily. Also, it gives an idea about which portions of the website are searched most frequently. With the help of this authentic data, better ideas can be introduced into the business to change its profit structure.

Tip #3: Route Tracking Software – “Get Authentic Data In Real Time”

‘Prediction’ and ‘Reality’ are two different terms. It is not necessary that all time each prediction will turn into the reality. To avoid this, you must work on authentic data. The Salesforce Automation Solution is a route tracking software through which the employer gets real time information of field workforce. This software solution has a web dashboard and android based app.

The employer monitors entire sales activities in real time on the dashboard while sales reps use mobile application to enter all details. This real time data helps manager take perfect decisions related to which sales rep will deal to which customer or how long a meeting will take to get deal done etc. The employer tracks his team through Geo Tags and schedule whole work accordingly.

Why your business need an IVR

business-ivrIVR is an interactive voice response that is automated by the computer system and allows people to connect with the computer’s database, that can be via emails, fax etc., usually it is the telephone.

We all are aware of the concept of the call centers… Do we..??
‘Press 1 for sales’,’Press 2 for marketing’… Yeah..?? Remember..?

The IVR service firstly deployed in the 1970s for the use of call centers, but it was too expensive and with the complicated technology.
Now it’s being a decade later that the technology became more affordable, cost effective and able to used with voice recognition.
Voice recognition helps your customer to collect information without wasting their time with prerecorded messages in detail.

For Example: If you call any operator’s (such as airtel, vodafone, BSNL, idea etc.) customer care and want to know about your balance and validity then IVR helps you to reach the particular destination of information and with the help of the computer’s database, and the voice recognition feature, announce your balance details with validity (if applicable).

IVR is of two types, usability depends on the demand:

  • Inbound IVR: use to automate the calling answering process.

For example: ‘Press 1 for DTH’,‘Press 2 for the Internet’,‘Press 3 for other assistance’ etc.

  • Outbound IVR: use to take the feedback from the customer.

For example: After solving the customer’s query, you can make an automated IVR call to the customer and ask ‘Press 1 if you are satisfied or Press 2 if you are not satisfied.’

Why only IVR?

Grab every call

Your every call is an important one as your customer. You may miss a big order call but now you will never miss any call whether your phone is switched off or not with you for some reason. IVR services give you a list of all the customers who called you and whose call was missed.

Intense fight

There are many companies are in hurry to grab the attention of the customers but unfortunately, they fail because of the low budget.

Although the multinational companies don’t give attention to the individual customers but they use large marketing budget and images to grab their attention to them.

But what about the small businesses, what should they do…??
They do not have the high budget and have any image in the market too.
The IVR services are not less than a boon for them. Now they can provide all type of customer service in their low budget.

Enhances company’s image

You undoubtedly want to impress your caller and convey a big company image but you do not want to expense too much like a real receptionist. Through the IVR services, you can handle the calls for multiple departments and project a professional business image by providing the extension for each function.

Location doesn’t matter

No matter where you are, you can manage the call routing to your home, mobile or any other number. Enjoy your convenience and never miss your crucial phone call too.

MIS (Management Information System)

Don’t worry..! If you are out of papers. IVR services come up with call logs, call recordings and notifications features for each call. Now you do not have to remember what details you gave to each of the prospects.

Number ends with your business

Suppose your business grows and you want to move your business. But if you are dealing with your customers by your regular phone numbers, what would you do now..? You may call each and every customer and inform about the relocation…. Don’t you think it’s going to be very hectic and impossible..??
The IVR services give you a solution for this, now your number will never change doesn’t matter what is your office location.

IVR services are all about No Hardware ! No Software ! As Easy as your Email 🙂

7 Frequently Asked Questions About Toll Free Numbers

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Question 1: How would i know that my business needs a toll free number?

You have just set up a business venture and want to invest in priorities. The very obvious question that comes up in your mind at once will be do i really need a toll free number? Though these numbers should be owned by every business for the purpose of organizing calls but it becomes more like a necessity if:

  • You are a virtual merchant.
  • You want to start a business that deal with the customers nation wide.
  • You indulge in marketing campaigns often and depend on phone numbers for that.

Question 2: How much i need to shell out for buying it?

Cost of toll free numbers depend on a number of factors.

  • The plan you choose.
  • The number you choose (Vanity numbers are expensive)
  • The vendor you are making purchase from.
  • The minutes you consume per month.

Question 3: Are these calls free internationally?

Callers to the toll free numbers are exempted from charge when they call anywhere from the within the country. International calls to a toll free numbers are not free and charged more.

Question 4: How do these numbers benefit me?

There are multiple benefits of these numbers owing to which there is an spurt in their demand. With the help of these numbers, you can:

  • You can track, monitor, analyze all the incoming calls which means a better organization of business calls.
  • You are able to give a positive brand image of the product/service you offer.
  • Most importantly, they are useful in making more customers reach you with their feedback which means customer retention and satisfaction.

Question 5: What is IVR? How would this help?

To put it in simple terms, IVR or Interactive Voice Response is the interaction of machine with humans using DTMF (Dual Tone Multi Frequency) technology. With the press of buttons, you are directed towards your designation which means that you do not need a real receptionist and available to the clients 24X7 because you can track all the calls coming in the odd hours too.

Question 6: What is a CRM panel? How can it be used?

CRM or Customer Relationship Management Panel is the soul of a toll free number you buy. With the help of this panel you can manage all the incoming calls, can analyze them, can come to know at what time of the day you are getting the maximum calls, track the missed calls and do much much more. However, it is not easy to use and you would be provided with a training from the vendor you purchase the toll free number from.

Question 7: Where should i purchase the number from?

Though the market is deluged with a number of vendors and direct operators. However, doing a little bit of market research can help you get the best deal. Compare the plans and the facilities you are provided with. Avoid buying them from a direct operator as you would not be able to get value added services and IVR.

 

What Makes an IVR System Indispensable for Your Business?

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So, yours is a small business unit and you have constrained resources? Do you run short of manpower and want to save money? If yes, then IVR is the right solution. Answering phone calls requires a lot of time and not all calls deserve a trained worker. Then why should you invest in hiring manpower for the purpose? Smart companies are switching to IVR these days. Have you done the same?Read on to find why IVR is more like a necessity for your business.