Last updated on December 5, 2019
Sales are the engine of every company. However, knowing how to manage them is not always an easy task, whether it’s from too many sales or a lack of sales.
In order to attract and keep customers, it is crucial to attend to them the right way. A good after-sales service can leave an impression on customers who, subsequently, can make your product or service known. A recommendation from a client
who has been using your services for years will be key to creating a faithful and credible image of your company.
On the other hand, alternative solutions for offering good customer service has changed radically in recent years. Customer service methods as we know it are no longer the same. Technological advancements have given a new name to customer service, such as the call center software or the virtual PBX phone system.
Here is a quick example on how these platforms can help improve your service:
Picture a company with a salesman who is always on the phone. Four different callers are trying to reach him at the same time. They see that his company is listed first through a Google search. Below him are his competitors. If he doesn’t answer the phone, they will call the next competitor on the list.
Obviously, any of those calls can be a sale, and not answering it can result in losing a sale to your competitor.
Most businesses want to avoid lost sales at all costs. This requires being able to manage calls efficiently. You don’t want the potential client to lose time or interest.
For example: Call center software uses a system called ACD (Automatic Call Distributor), which is able to distribute calls between available agents depending on their skill sets.
As for technology, call center software makes use of WebRTC. WebRTC was developed by Google as the next step of VoIP technology (Voice over Internet Protocol). This software allows you to call and receive calls from any device connected to the internet. Because of this, companies of any size can call using any device such as a computer or cellphone, from anywhere in the world.
Lastly, call center software has brought in different features to customer service that was only available separately up until recent years. Now, you can check statistical data on your customer service agents, create video conferences, read transcriptions of your calls, and more. The purpose of this technology is to create a complete, multi-service customer service system that can be easily integrated in any company.
In short, customer service systems that require physical phones and one office location is now obsolete. Digitization of customer service has allowed the world of marketing to open new doors in attracting and retaining customers. With new technologies, you can give your business the best impression possible for new clients to come.
Emma Smith, PR and content manager at Fonvirtual. I’m interested in digital marketing, technology and international logistics. I enjoy writing for blogs where I spread the word of telecom services in international business.
