Owning a business website is one of the easiest ways to communicate with your customers. But, to ensure continuous website traffic requires a lot of hard work. Which, is why you should leave no stone unturned to improve your website layout, design and usability.
However, here’s the catch!
All the days of hard work and the countless sleepless nights that you put into creating your “Perfect business website” would be negligible and worthless if you did not attend to the customers that were interested in purchasing your product/ service.
In fact, as per a research by McKinsey, “70% of buying experiences are based on how the customer feels they are being treated” and 80% of your customers prefer to connect with your business over phone calls. This implies that every customer that calls you could be a potential business lead.
But, the question that now arises is “How do I ensure that I do not miss any business call?”
The answer is simple. Track and monitor all your business phones calls. However, keeping a tab on every phone call is time consuming and cumbersome when done manually.
Which, is why your business website needs a “Virtual number”. Using such a number instead of a normal phone number for your business website, will help you:
Track all business calls
Virtual phone numbers are trackable in nature. It enables you to track the status of each business call. This in turn helps you monitor your business’s daily call traffic and analyze the call performance of the agents and departments in your organization.
Moreover, you no longer need to worry about missing a customer’s phone call in instances where two or more customers call you at the same time as you can map multiple numbers and extensions at the backend of your single Virtual number. This thereby, allows you to attend multiple calls at one point in time.
In addition to tracking call details, you can also use your Virtual number to measure which website page, marketing channel and marketing campaign drives more inbound calls. For this, all you have to do is publish different virtual phone numbers in your posts, emails, SMSes and other marketing campaigns. With this information you can optimize your marketing strategies, landing pages and monthly budget.
Route calls to the right department
The best part about a Virtual phone number is that it comes along with a professional business IVR. With an IVR you can greet your customers with a customized welcome greeting and personalize their call experience. Here’s how it’ll work.
Whenever, a customer calls on your business number, he/ she will be redirected to your business IVR and will be required to select one of the pre defined options set by you (such as press 1 for support, press 2 for enquiry, etc). The customer’s call is then forwarded to an agent in your organization. If the agent is busy or unavailable to receive calls, the customer can leave his/ her message in a voicemail.
In other words, an IVR allows you to route calls that are driven from your website to the right department and the most qualified agent. This enables you to resolve your customers’ queries instantly, reduce the number of call transfers and improve your callers’ experience. It further extends your reach 24*7 by allowing your customers to reach out to you after office hours.
To upgrade your customers’ journey and experience, it is necessary to track all your business calls and route these calls to the right department. Because, when you do this you will not miss any potential prospect and will be in a better position to meet the expectations of your customers.
Thus, when you switch from using a traditional phone number to a virtual phone number, two important aspects (Call Tracking and Call Routing) are taken care of automatically.
So what are you waiting for?