In our fast-paced, tech-savvy digital age, one might assume that customers prefer digital communication whenever possible and won’t resort to traditional methods. And they would be proven wrong.
Mistake #1: Underestimating the importance of phone
In fact, old habits die hard. Trends clearly show that phone is still by far the most frequently used channel when it comes to customers reaching out to businesses. And this is not a peripheral phenomenon, neither in terms of geography nor in terms of market size.
What is the key takeaway? Providing your target customers with the opportunity to proactively contact you over the phone is not only a sign that you care about their interests, but it is also crucial to your operations. Companies who fail to cater to customers’ phone preferences may do harm to their own business and lose valuable sales opportunities.
Mistake #2: Treating phone as an isolated channel
Recognizing the importance of the phone is a good start, but it is not enough on its own. When we look at the impressive dominance of phone calls, we must not forget about the broader context of the transition towards an omnichannel, multi-device customer journey.
Inbound phone calls should not be regarded as an isolated channel. In fact, they are an integral part of a complex interaction process taking place on different platforms. For example, many customers start looking for products on the internet, using a desktop computer or a mobile device such as a tablet, then switch to talking to a live sales rep or company agent over the phone.
Even Google took a huge step and recently enabled tracking services tied to phone numbers in AdWords ads in some of its core markets for better ROI control.
If your company is unable to connect the dots, benefit from the interdependencies or provide a smooth, consistent omni-channel experience, you may run the risk of losing to competitors.
How Whisbi can help your business get the most out of phone and online
Whisbi believes that in this saturated, competitive environment, companies need solutions that help them cater to existing customer preferences while being able to nurture synergies between channels. And this should not be an either-or situation.
We came up with a unique, patented SaaS solution that combines the best of the phone with the best of online communications in order to enhance sales conversion and customer satisfaction rates.
The trick is that we don’t get around the phone as a channel on its own. Instead, we expand its possibilities by synchronizing any normal inbound or outbound phone call with an interactive, real-time online experience, i.e. co-browsing, video, chat and tracking.
In this new era, companies can still offer the convenience of phone interaction to their customers, whilst they are also able to show products and special offers in real time in order to encourage making instant purchase decisions; build trust and engagement by showing the face of the sales or customer service person via video communication; track and control the whole process, from click to phone call to conversion.
Thus, companies become able to live up to the expectations of the omnichannel customer generation, create better customer experience and ultimately, uplift in sales with higher ROI control.