Effective customer contact is all-important for any organisation. As your front door to the outside world, it’s a vital channel for new business. Furthermore, it is how you keep your existing customers.
Without regular contact from their suppliers, it’s no surprise when customers shop elsewhere next time they want a product or service. And yet many companies are still organized according to incoming customer contact, reacting to customer needs, rather than shaping them.
Sarah, for example, buys a new mobile phone from Shop A. After a while she wants a case to protect it and finds Shop B online, who offer her numerous deals and products, sending her regular updates.
She hasn’t heard anything from Shop A since she bought the phone. When her mobile subscription eventually runs out, she gets a new contract with Shop B, forgetting Shop A altogether.
The solution, proactive contact, is becoming increasingly important for both customer acquisition and retention – and now more and more organisations are capitalising on its potential.
At the most basic level, customers are often invited to sign up for weekly or monthly newsletters, an inexpensive medium easily adapted from legacy corporate communications. But people are becoming increasingly selective of the newsletters to which they subscribe. As time goes by, many will lose interest, unsubscribe, and their connection to the organisation is lost. At the other end of the engagement spectrum, some companies might invite their customers to complimentary events throughout the year – a highly effective, if expensive, way to stay in touch and, crucially, a difficult approach to scale.
However, there is another way.
The Proactive Customer Approach contributes significantly to customer loyalty and helps your company differentiate itself from the competition:
Inform customers about the status of an order or repair; send items or invoices; flag up emergency messages on your website. Proactive gestures, such as sending customers discounts for their next order, or additional product information, can also go a long way.
Going further, by feeding back information about the effectiveness of different actions and communications, helps to refine the approach dynamically.
Means of contacting your customers proactively include:
Increase your organisation’s outbound communications efficiency, providing the choice of fully automated consumer interaction or digitally-assisted human agent operation, allowing you to make the best proactive use of SMS, web chat, e-mail, social media and voice.
About Martin Taylor:
A graduate from King’s College London, Martin worked as a futures analyst in Asia before returning to the UK to help launch Redwood Technologies (1993) and Content Guru (2005). Martin speaks regularly at international conferences and sits on the CBI Intellectual Property Committee and King’s College Department of Management’s Advisory Board.
About Content Guru:
Content Guru is a global provider in cloud communications solutions. We deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the 𝘀𝘁𝗼𝗿𝗺® platform. 𝘀𝘁𝗼𝗿𝗺 Customer Engagement and Experience platform brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
Published: Monday, November 28, 2016
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.
|11.)||Scopserv Integrated Services|
ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|13.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall