After reading this article, I hope you will come to see answering the phone not as a chore but as something essential to business.
No more answering the phone!?
With the advancement of IT in recent years, a wide variety of tools have been developed for contacting customers. For example, AI-based automatic brazil telegram phone number list responses, chatbots, LINE, SMS, voice recognition, etc. New tools are being developed with the aim of dealing with customer inquiries as efficiently as possible and reducing the number of phone calls.
Answering the phone is often seen as an extra job.
However,
～Business starts with one phone call～
As the saying goes, the telephone is an important tool that connects customers with a company. It is no exaggeration to say that there is no company without a landline.
Even with the development of convenient tools, many customers still prefer to communicate with a " person ." It is said that a single phone call determines the impression of a company, and this has not changed in the past or present.
Telephone calls are absolutely essential for business (*^-^*) Answering the phone as the "face of the company"! Hospitality over the phone
The graph above shows the results of a survey conducted on what channels and content customers would like to use when inquiring about products and services. For "② When something unclear about a product, etc." and "③ When a problem occurs with a product, etc.", over 50% of people chose to make an inquiry by telephone , showing that they first want to "speak to a person ." For "① Daily information gathering, " 44.8% chose "stores that sell products and services," suggesting that people gather information by holding the actual product in their hands or listening to talks about the service.
The reasons why customers want to use call centers are "because they can communicate directly" at 59.3% and "because they respond and resolve quickly" at 54.7%, showing that many customers want to communicate directly and resolve issues quickly when something happens. Also, a recent trend is that, due to the impact of COVID-19, there is an emerging desire to take care of business without meeting a human being. Even under the state of emergency declared in April 2020, many call centers continued to operate due to this need. There is no doubt that call centers (inquiry desks) have now become an essential part of social infrastructure, even in times of emergency.
In a company, a telephone helpline is absolutely essential to improve customer satisfaction!
The telephone is an important tool for hearing the voices of our customers.
Conversations with customers are opportunities to discover new information and ideas that can be useful for your business.
Whether or not you can make the most of this opportunity depends greatly on how you handle your phone calls. The information and ideas you receive will surely become assets to your company and will be essential to dominating your business.
