Customer experience is a vital aspect of business that can make or break any brand reputation. Just having a good quality product or service is not enough anymore. To build a thriving business, you need a loyal customer base.
Customers show loyalty only for companies and brands that delight them with excellent customer care, listen to them, and pay attention to their issues. Now it’s being said that “customer loyalty has become the by-product of good customer experience.”
Research suggests that “Investing in CX initiatives has the potential to double your revenue within 36 months.” In this blog post, you will discover how a toll-free number for your business can be instrumental in improving customer care and enhancing overall customer experience:
9 ways a toll-free number can improve customer care experience for your business
24*7 support for customers
A toll-free number allows your customers to connect with you whenever they need support with your products and services. All they need to do is just dial up your 1800 toll-free number.
When customers know that they will get 24*7 support from you, that’s a huge relief and give them confidence in buying from you.
Cost-free customer care
If your customers have to incur any cost to contact your business, you have got a problem to fix — To find a way to make it free for your customers to contact you. A toll-free number does this job at best.
With a toll-free number, your customers can call you anytime, for free. They don’t have to pay a penny to seek customer care. Isn’t it going to make your customers happy? It is, indeed. After all, we all love freebies!
Faster resolution of customer queries
With Interactive Voice Response (IVR) integration, a toll-free number can work as a virtual receptionist.
When customers call on an IVR-integrated toll-free number, they can select the desired extension from the IVR menu. Based on input, their call is routed to the right agent in the appropriate department at a faster pace.
For example, if they need to contact support, they can press 1 in the IVR menu. If they need to connect with sales, they can press 2 in the IVR menu. Similarly, other departments can be mapped on a toll-free number for seamless customer care.
Single point of contact for customers
On a toll-free number, you can map as many departments and support agents as your business needs. For example, on a toll-free number, you can add your sales, support, and HR departments and respective team members.
Therefore, each of your customers and prospects can connect with your business by calling on a single number, irrespective of the nature of their issue. They don’t have to take the trouble of dialing up different numbers to connect with various departments or different agents. With a toll-free number, your customers can rest assured to get all their issues resolved on one call.
Providing preferred mode of customer contact
When it comes to communication and connecting with brands, different people have different preferences. There is no concept of one-medium-fits-all. Some customers prefer to communicate on live chat; some prefer to drop an email or a message on social media, while others like to pick the phone up and dial-up your contact number.
By giving your customers the choice to connect with your business using different modes of communication, you allow them to choose their preferred contact-mode, making your customer support system more satisfactory and convenient.
Using your toll-free number, customers who prefer calling over other channels can conveniently connect with you whenever they need to.
You can integrate incoming calls on a toll-free number with the CRM software and other tools you are already using. Such integration allows support agents to see the entire customer history, call logs, and their account status — all-one-place. Therefore, when they get a call from a repeat customer, they are familiar with the customer profile beforehand. It empowers support agents to provide a unique experience to every customer without inquiring redundant information.
With CRM integration, an adequately implemented toll-free number makes it easy to provide a unique experience to every customer, i.e., convenient, fast, instant, coupled with a human touch.
Human interaction is one of the most valued aspects of delivering superior customer experience. While technology can be an enabler for providing a great customer experience, it’s the people working behind the technology who get the job done and ensure customer care.
A toll-free number provides a way to your customers to connect and interact with your “support agents” instantly — “the human element” of your customer care and experience. Such a “human touch” aspect is always appreciated and loved by the customers.
Customers find it easy to remember and recall toll-free numbers that start with 1800. Also, customers know very well that when they are dialing up an 1800 number, they will not be charged and regard your business as more trustworthy in comparison to others.
This higher recall, coupled with the trust factor, enables them to connect with your business more frequently and quickly, further improving their satisfaction level.
A medium of self-service
In a consumer survey by Nuance Enterprise, 75% of respondents said that self-service is a convenient way to address customer issues. That makes self-service a vital aspect of customer care and overall customer experience.
IVR integrated toll-free numbers not only help customers to get faster resolution of their queries but also act as a medium of self-service.
For example, banks use a combination of toll-free and IVR facility to let their customers check account-related information and bank balance from their registered mobile numbers. Ecommerce companies use toll-free and IVR facility to allow customers to confirm their orders on call and check the status of their pending orders.
With a toll-free number, you can integrate an IVR menu that suits your business needs and put the power of self-service right on the phone of your customers.
Improve customer experience with a toll-free number
By now, you know how a toll-free number can enhance experience and satisfaction for your customers, which in return can earn you customer loyalty and repeat customers. Besides, satisfied customers are more likely to give your business positive-word-of mouth publicity and leave good reviews, which is a sure way to bring a big chunk of new customers.
So, if you are not already using a toll-free number for your business, get started today. MyOperator provides a 3-day free trial of toll-free number service. To claim your free trial, you can sign up online or call the MyOperator team at +91 92129 92129.