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Today, customers buy many goods and services remotely by ordering online or by phone. Two-thirds of Latvian companies receive daily customer inquiries and phone inquiries, but nine out of ten Latvian companies do not even know how many customers they have called in a day and how many potential calls have failed. In addition, only 7% of Latvian entrepreneurs calculated how much they missed a missed call.
Given the current importance of customer service and satisfaction with the service they receive, these data are surprising because they directly affect the bottom line. A survey conducted by Tele2 and the SKDS research agency shows that a missed call costs an average of € 59.92.
For many of us, recording calls is expensive and the potential benefits will not offset the investment. However, current mobile technologies can effectively organize customer service processes in the enterprise. The mobile operators' tendency to expand their business into the IT & T solutions segment allows any entrepreneur to use modern technologies without expensive investments – all of which can be solved with a smartphone and a smartphone. mobile app. The technology solutions offered by mobile operators, which allow the remote management of various business processes, are already being used by a number of progressive entrepreneurs in various fields, including finance, transport, food and trade.
The most common reasons why companies do not respond to customer calls are well known to all of us. First, more than a third, or 34% of calls, are received outside of office hours. Second, in 29% of cases, client advisers are talking to another client over the phone. More than half of Latvia's population, seeking to find out what they were interested in, found themselves in a situation where they had to call several phone numbers until the answer was received. For this reason, customers tend to lose patience and the potential transaction does not occur. It is worth thinking about every Latvian entrepreneur.
Call accounting in different business areas is different. It is relatively more common in medium-sized enterprises (between 50 and 249 employees) and in companies exporting goods or services. However, this solution, along with other technological solutions, such as call forwarding, working time configuration, a single number for the entire company, or an interactive voice response, are also useful for small businesses. companies that do not miss any customer call.
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