We’re all trying to find the best way to connect with potential customers, and make the customer journey lead to the best outcome for both the customer and your business. What’s the quickest route to taking someone from merely “interested” to being a satisfied customer? It’s all about the…
Customer Journey
The journey is all the steps a potential customer takes as they travel (mentally) every step of the way to their destination: making a purchase. But it’s more than just a series of “touchpoints.” Consumers’ touchpoints usually start with a search of the internet, trying to find answers. Nearly 80% of consumers research products online before making a purchase, and spend an average of 79 days gathering information before making a major purchase. Users spend just 5.59 seconds looking at a websites written content (sweor.com) Most only visit an average of 3 websites (CXL.com).
More complex than you think
We all buy online, right? We just go to a website and click. But that doesn’t explain why sophisticated e-tailors get phone calls. Lots of them. Did you know that Amazon has 100,000 customer service associates? If they’re prepared for the customer journey to include a telephone conversation, shouldn’t you be?
Preparing for customer telephone calls will help you succeed.
There are key touchpoints in inbound telephone sales:
- Initial Contact: you only get one chance to make a great first impression. So whose voice answers your customer’s call? Your own? The “Robo Voice” that you new VoIP phone offers? Or a professional voice with the “human touch”? It’s the first voice they hear and it makes a difference.
- On Hold Experience: nobody likes to wait, but interesting on hold messaging can make time spent waiting less frustrating, and give you a new opportunity to give callers information that they want and that you want them to have. Use that time to engage with your customer, and start the right conversations.
- Resolution: Customers call you for answers that they can’t get online. Giving them that resolution makes it a positive experience and can build customer loyalty.
On Hold Messages
Messages on hold can play a pivotal role in the customer journey. They do more than just “hold on” to your caller and prevents “hang ups.” They can reinforce your brand, provide useful information, and reduce perceived waiting time.
How’s your Customer’s Journey?
The customer journey isn’t just about improving a single call: it’s about creating a seamless positive experience that engages with customers. By focusing on key touchpoints like the initial greeting, on hold experience, and question resolution, you can turn every phone call into a new opportunity.
Your customer journey can always be better. And it can start with a Free Discovery Session to assess your strengths and weaknesses. Email us to set up a time, or call us at (800) 862-8896 and ask to talk about the Journey.
