Humanize the Customer (Call) experience

Jim calls his cable provider to upgrade his cable plan, only to be greeted by……….Thanks for calling XXXX, your call is important to us. Please be on the line and an agent will be with you shortly”.

How do you like the mechanical voice when you need assistance with a product or service? You obviously deny the conversation. 61% of consumers prefer human interaction when it comes to customer services like resolving issues, offering some feedback or assistance with a product or service. It is difficult to connect with a mechanical voice in the time when you need help, whereas a human voice makes you involved in the conversation. In the machine-obsessed world, call centers are becoming more machine driven.  The automated answers and stereotypical responses of agents are driving the customers crazy.

However, several companies still fail to provide a true customer service that is the most vital part to make a successful business. Human experience is what a consumer seeks when they engage your customer support. How can you make the customer service an interaction that services your customer:

  1. Respond Quickly, Even if You Don’t Have an Immediate Solution

When customers come up with a query with your company’s product or service, make an effort to supply them with a personalized response as soon as possible. At times even if you don’t have an immediate solution, you must be prompt enough with your responses. By spending some quick seconds acknowledging your customer’s inquiry and promising to find a solution, you can augment customer’s assurance and give yourself time to find a way to resolve the crisis.

  1. Communicate Like a Human

In the ennui of company jargon, the customer service representatives often get lost and provide less personal experience to the customers. To avoid such monotone, be friendly in your gesture while talking to the clients. It is always good to refer to them by their first names and be genuinely interested in the conversation when you strike one. Such gestures gain you the customer’s confidence and trust.

  1. Personalize On-Hold time

While putting customer’s On-hold is inevitable, the time can be managed well if you are prepared for the same. There are several technologies that allow you to manage this space.. right from plain music to silence to technology which can engage the customer through audio, video, chats,  offers etc. for the On-call customer. A well-managed On-hold experience helps reduce anxiety while improving customer satisfaction.

  1. Don’t Overpromise

It is very important for you to understand that there is a fine line of difference between promising to solve an issue and over-promising.  It is essential, to be honest with your customer about the things you can do for them along with being friendly. Be more humanistic in approach, apologize for your inconvenience for which the customers were troubled, confess your faults. Transparency grants customers more personalized experience and constructs trust in your brand.

  1. Put yourselves in their shoes

You must think like a customer in order to make customer service more human. This will help you in anticipating the common questions that may arise after your company provides a new service or product. Make a list of all the initial inquiries and answer them. Always try to provide additional information about the service or product for the benefit of the customer and answer all the additional questions that might arise.

Humanizing the Call centers feels cost intensive when viewed from a pure cost perspective, however, when done right the Brand Loyalty it creates, it adds ROI for the company. Tell your marketing team that you have 2.5 minutes of your customer’s undivided attention and they will gladly turn these 2.5 minutes into a branded customer experience!!!!

Mobile Research Starts The Purchase Cycle; 78% Buy Within The Day

Mobile Research Starts The Purchase Cycle; 78% Buy Within The DayOnce a consumer starts researching products on their smartphone, the actual purchase of a product is pretty close behind.
In the U.S., the final purchase is most likely to occur in a physical store, which is not the case in some other countries.
While different countries have varying degrees of penetration, the smartphone is considered the most important device for retail research by almost a third (30%) of all retail shoppers, according to a new report.
The Global Mobile Path to Purchase study was conducted by xAD and Millward Brown and examined shopping behaviors in five countries (U.S., U.K., Germany, China and Japan).
The importance of the smartphone as a research tool for retail purchase varies by country, with the device taking on more importance than desktops in China. Here’s the breakdown of where mobile is the most important device for shopping:
• 50% — China
• 44% — Japan
• 32% — United Kingdom
• 31% — United States
• 29% — Germany
There are a wide range of items that people are shopping for on phones. Consumers in Japan and China use phones for grocery shopping way ahead of other countries. In China, 88% of consumers use phones for grocery shopping, and 63% of consumers in Japan.
By contrast, just over half (57%) of U.S. consumers use their phones for grocery shopping, with clothing and apparel talking the top spot. Here’s what consumers in the U.S. use their phones for when shopping:
• 58% — Clothing and apparel
• 57% — Grocery
• 41% — Electronics
• 39% — Home goods and improvement
• 37% — Beauty and wellness
• 31% — Games and entertainment
• 23% — Sports and leisure
While more consumers in Japan make purchases on their phones, U.S. shoppers head to the store for that final purchase. For example, 67% of consumers in the U.S. make a trip to the store to complement their mobile research compared to fewer than half (45%) in Japan.
The real key in all of this is that once consumers start researching on their phones they are in the market to make a purchase relatively soon. Mobile research is the beginning of the intent to purchase cycle.
Chinese and U.S. consumers are the quickest to convert, while Japanese consumers tend to take a bit more time. When shoppers start their mobile researching, here’s the breakdown of how many make a purchase within the day or sooner:
• 86% — China
• 78% — United States
• 78% — United Kingdom
• 73% — Germany
• 49% — Japan
After they begin their mobile research, more than half (54%) of U.S. consumers end up making the purchase in a physical store. In China and the U.K., more consumers make their final purchase via mobile rather than in person or via desktop.
This may be a factor in the adoption of mobile payments, at least in stores.
In the U.S., in-store mobile payments account for only 2% of all retail transactions, according to new research form GfK. In China, it accounts for 24% of transactions.
Shoppers in the U.S. may pass on mobile payments and prefer to make most of their purchases in a physical store, but that does not leave mobile out of the process.
Smartphones are used all the way to the final purchase, for comparing products and checking prices of competitors. The consumer may end up buying at the store, but they likely used their smartphone to determine the product, the store and the timing of the buy.

 

Smartphone Users: Getting the Horse to the water… and making it drink!

A recent survey shows that 80% of internet users own a smartphone and 51% of the time spent by people on social media is through mobile devices. Users are creating a large digital footprint today and businesses have taken cognizance of the same. While the marketing strategy does seem to have gone mobile, few understand the needs and behavior of the mobile users and hence, find it challenging to make a right pitch. If one wants to maximize their reach through mobile based marketing, one needsto understand the behavior of mobile users.

Analyze mobile users’ behavior

  • Mobile users are short on time and multi-tasking. They want to have a seamless experience regardless of what they are using their mobile for.
  • Most users lose patience, especially when it comes to holding the lineor communicating with the call center agents. So, you need to convey a relevant message quickly and drive your customers to act Now!
  • Mobile users are active 24 x 7 and are looking for instant gratification. Making the most of this time can result in better conversion rate.

The marketing strategists have channelized the changing behavior of smartphone users through innovative technologies like chatbot and in-call advertising. Customers do not want to spend time understanding irrelevant stuff or listening to music. They would be happier if you offered a service/product they were looking for…. Or even better, they haven’t thought of!

Customers are getting impatient

Customers get annoyed when they have to hold the line for an extended period of time before they talk to the call center agents. Today, they are not going to wait and listen to the music or empty call time. They will hang up; and look for another vendor or write negative words about your business.

They do not like stereotypes…

During the initial days of television, the advertisements, and the programs were excellent sources to get in touch with customers and viewers. Today, themajority of the smartphoneusers find advertisements on television boring and stereotyped.

Getting the horse to the water..

The New-age technology solutions like Chabot and In-Call advertising make sure efficient and crisp message is delivered to your customer. These advertising techniques can beleveraged to enhance the customer reach and satisfaction without denting your overall profitability.

…and making it drink!

The technology evolution has helped to bring the customer to your doorstep. Now, what will drive the next step resulting in the actual actionable result (purchase)? Patented tech like Smart Advertising Attention Spend uses Big Data and your CRM suite to analyze customer behavior and provide specific offers to him/her. 16-20% more customers make a purchase based on an in-call hold offer… Wouldn’t that mean a real drink to you??

CallSpace Inc. Appoints New CEO

Contact:
Sonia Bhatia
Director, Marketing & Media
469 242 0782


Dallas, TX [October 1, 2016] — CallSpace Inc., a premier mobile based Advertising/Marketing/Branding content distribution provider for multiple industries, today announced the appointment of Hemanshu Parwani “HP” as Chief Executive Officer. Parwani fills the position left vacant due to the previous departure of Rich Manley, and will also be on CallSpace Inc.’s Board of Directors.

Hemanshu Parwani “HP” joins CallSpace Inc. from STRATFININT Consulting, a boutique Advisory firm specializing in Market Analytics, Global Market Expansion and Mergers and acquisitions which he led as its CEO. His success in growing companies through focused business strategy and acquisition brings outstanding leadership to CallSpace Inc.

“CallSpace Inc. provides a new mobile phone based medium for Advertising/Branding/Promotions content distribution by leveraging accurate and sophisticated analytics in the Marketing industry. These tools will provide an excellent springboard for our strategy to expand the solutions we offer our clients,” said Parwani. “Having grown companies of a similar size in the Customer experience market, and used new technologies to provide better workflow solutions, I see many parallels for dramatic growth here, and I am thrilled to join CallSpace Inc.’s outstanding team.”

With a patent technology delivering 1:1 customer engagement through innovative Advertising spend models, CallSpace Inc. delivers value not available anywhere else. CallSpace Inc. is on the path to be the unrivaled leader in the mobile based advertising industry.

“Having Hemanshu Parwani “HP” join our team is the next major step in the evolution of CallSpace Inc.,” added Board Members. “Among a host of great candidates, HP stood alone in terms of strong leadership, directly applicable experience, and a terrific track record building growth-oriented companies. We could not be happier with our choice.”

Prior to joining STRATFININT Consulting, HP had been the CEO of Wilson Associates a leading global Interior Design firm, as well as held roles of COO, CFO at global brands in the Fortune 100 companies.  

 

About CallSpace Inc.

CallSpace Inc., the mobile-based Advertising/Marketing/Branding content distribution channel, by leveraging CRM intelligence and analytics to various industry verticals. CallSpace Inc. provides marketing professionals with the most accurate, reliable, up-to-date content distribution channel available on the market. CallSpace Inc. is headquartered in Dallas, Texas.

CallSpace Inc. Appoints Bruce Belfiore to Advisory Board of Directors

Contact:
Sonia Bhatia
Director, Marketing & Media
469 242 0782

 

Dallas, TX — January 06, 2017, — CallSpace Inc., a premier mobile based Advertising/Marketing/Branding content distribution provider for multiple industries, today announced the appointment of Bruce Belfiore to its Advisory board of directors, effective immediately.

Bruce is the CEO of Benchmark Portal. He is the Senior Research Executive and is an industry thought leader in the Call center industry. He joined Benchmark in 2000 and since then he has advised multiple organizations on the setup and operations of call centers. He has established the Center of Excellence Program for the Call center industry.

“Bruce brings a wealth of consumer experience to CallSpace and will play a key role as CallSpace continues executing its vision of improving customer experience and engaging customers through 1:1 content delivery in the call hold space,” said Hemanshu Parwani “HP”, CallSpace Inc.’s Vice-chairman and chief executive officer. “His expertise and proven track record in the contact center space will be a tremendous asset to CallSpace.”

“To be selected to sit on CallSpace’s board is quite an honor,” said Bruce Belfiore. “I’m impressed with CallSpace’s directional focus towards the consumer experience – in the call center environments – and intend to leverage my contact center benchmarking experience to enhance CallSpace’s vision even further.”

About


CallSpace Inc., the mobile-based Advertising/Marketing/Branding content distribution channel, by leveraging CRM intelligence and analytics to various industry verticals. CallSpace Inc. provides marketing professionals with the most accurate, reliable, up-to-date content distribution channel available on the market. CallSpace Inc. is headquartered in Dallas, Texas.

Meaningful Communication with Customers – Are you Listening?

Pete has his marriage anniversary around the corner and is contemplating going on a vacation for some time. But mundane tasks keep him away; like getting his Credit Card billing cycle changed. He connects to his Bank’s Call Center and is put on hold with music. While the Bank’s teams have been working hard on a new cashback offer launch and new restaurant partners. Pete is desperate to finish the call and get on with his other tasks. He does so and moves on.

Getting Pete’s attention about the new offers and restaurant where Pete can use his card is the primary reason for the existence of the Bank’s marketing and advertising team. What if they were able to connect with him at a deeper level; was it a missed opportunity to earn his trust and long-term loyalty? You would say that communication is a two-way street. So, when you send your message through the traditional channels of advertising (New card launch, new restaurant), you are only conveying your message… but are you listening?

You cannot call the above a conversation, right? You need to have a real conversation with Pete and apparently, the phone is the best medium to engage your existing and potential customers. That’s where solutions based on Smart Advertising Attention Spend™ (SAAS) will help you communicate meaningfully with your customers while you have their attention.

Why direct customer engagement is important

Customers spend more if they feel businesses connecting with them on a personal level. However, many have burnt fingers in the recent downturns and are cautious before spending. Campaigns, Mega sales events, TV Ads used to work initially, but today. “Direct customer engagement is the greatest predictor of business growth,” says emerging science of behavioral economics. Studies show that majority of the customers buy from their heart and not with their head.

How do you listen?

Everyday customers spend lots of time waiting on the phone and this time space can be used effectively.  CallSpace’s SAAS platform creates customer engagement and experience while they are still on hold on the call. The solution creates brand equity by focusing on satisfaction and expressive communication with customers. Analysing customer’s selection pattern and providing valuable insight into customer’s behavior helps you deliver the relevant message to customers like Pete. 

Now let’s go through Pete’s call in a CallSpace Experience (CsX): Pete connects to his Bank’s Call Center and the call is put on hold. Pete is prompted with a voice message which reminds him of his anniversary and offers a dinner coupon on credit spend above X dollars in next 3 days!! Voila! Pete is engaged and Listening.

Hope you are listening!

Your CALL is IMPORTANT to us!

Almost all of us know, realize and use the phrase, “Time is money”. Applying it further to your customers… how much money would it mean to get focused time of your customer? Even though there is no certain way of making your potential customers directly getting involved in purchase, but statistics suggest that 16 – 20% customers made a purchase based on an on-hold offer at the company’s call center. Now.. That’s literally converting time to money!!

The other side of the same coin is that the holding time can pack your customer away. One study found that of the 8 – 15% of a company’s customer base is lost each year, 68% is due to indifferent or negative phone treatment. Customers might at times overlook your deficient service, but if you put their call on hold almost each time they reach out to your call center; and put on the annoying electronic music on; they are surely going to look for another service provider.

The double impact… Some customers have issues that need to be resolved quickly and so they could wait, but most of the customers lose interest as soon as the music starts playing. It doesn’t matter how many times you play the recorded message that customer’s satisfaction is your company’s goal; if you make them hold and play a boring music on….. there comes your double impact – you lose the customer and … you have to look for another customer! Statistics show that finding new customer costs six to seven times more money than retaining an existing one. In addition to all this, you face a bigger problem and that is, negative publicity by the lost customer. Customers have multiple options nowadays to vent their frustrations online… social media being the key contributor, this is going to have negative impact on the image of your company.

So, what should you do? You need to cut the average hold time or make use of it in such a way that both, you and your customer gets benefited. If you consider the former one, you need to employ more staff, which means additional costs. Hiring employees cost you consistent outflow of money and this reduces the profit percentage to a great extent.

The second option is to make fruitful use of the hold time. This you can do by helping your customer find solution to one of his problems by offering him somewhile he is on the hold through oncall advertising. Some would definitely appreciate this and while they take advantage of one of these, you are getting your sales enhanced. One of the options that you have is to talk to your customers honestly. Some like this and feel happy as well as have trust in your goods and services increased. Putting customers on hold is often unavoidable. Let’s start putting real meaning into: “Your Call is important to us!”.