While some may assume that SMS is dead, it’s still very much alive and ruling the digital marketing arena. Mobile engagement is incomplete without a well-executed SMS strategy. It’s still the easiest and the most cost-effective tool for businesses to connect with their customers personally.
“You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.” – Jerry Fritz, speaker and trainer
According to Microsoft’s State of Global Customer Service statistics, 58% of customers believe that customer service affects their choice of a brand. Meanwhile, 61% of customers do not prefer to transact with a business after an unsatisfactory service experience.
Businesses need to go the extra mile to create a wonderful customer service experience that has the potential to retain customers for the long haul. Everything boils down to the way your representatives interact with the customers and how they make them feel. Therefore, call centre agents play a crucial role in this context.
Cloud telephony provides modern organisations access to a host of call centre management solutions that they can leverage to go above and beyond with customer support.
Call barging is one such feature that adds to the quality of these interactions. Your agents and managers can deliver excellent experiences to callers with the use of this simple cloud telephony feature.
Before diving deep into the application of call barging and how it can potentially empower your business, it is imperative to learn what the tool is all about.
Call barging allows another team member or a manager to intercede during an ongoing conversation and interact with the caller. While barging in on a call may sound intrusive to the rep and the manager, it can go a long way in elevating the customer experience and training support agents.
Call whisper and call monitoring are also cloud telephony features. Call whisper allows a manager to listen-in on an active call and whisper advice to the agents. The customer, on the other hand, is not aware of the manager’s presence.
Call monitoring lets a manager only listen in on a live call. Neither the agent nor the caller are aware of the same.
Call barging is helpful for managers in more than one way, especially when it comes to managing remote sales teams that need constant supervision and support.
Recommended Read: Call whispering guide
Customers have high expectations from company representatives. They expect quality service and swift resolutions. Whether they’re calling for query resolution or to register a complaint, they want your agents to understand their concerns and resolve them at earliest. Availability and accessibility are vital, but your agents should ensure that they offer appropriate solutions as well.
While trained agents will probably have answers to all the questions, new ones often struggle. They need a manager’s help, which is possible only if the latter is around. This is where call barging comes into the picture.
Let us explain the benefits that this tool offers.
It’s a given that new support agents may not always be able to live upto the customers’ expectations. In fact, even seasoned ones can slip when faced with a tricky issue. With call barging, they have a safety net that comes to rescue in such circumstances.
Managers can be right there to take over the conversation and offer an actionable solution to even the most challenging issues. New recruits can also get a step ahead with training by listening in on real-time conversations. Agents, on the other hand, feel more confident when they have a senior around.
With call barging, it is not just the managers who can join in and take over challenging sales and support calls. At times, prospects and customers bring up complex, technical queries that your sales reps cannot handle on their own. It becomes harder when a deal hinges on their ability to clarify such questions.
In such scenarios, the representative can have a technical contact barging in to resolve the concern. It can help them achieve first call resolution, close the deal and convert the prospect.
Another benefit of call barging feature comes in the form of peer support for the members of the sales team. Each rep brings their unique experiences, skills, and expertise that can be of value in specific situations.
By letting all the agents’ barge in on calls, you can create a collaborative environment where everyone is willing to help each other. Peer support will boost the confidence of your team members. It acts as a cohesive force that joins them all into a single unit, even when they work remotely.
For any business, prospects and customers matter the most because they keep your sales soaring and the organisation running. Making them feel special is the key to conversions and retention.
When it comes to giving them the treatment they deserve, call barging can play a significant role. Your agents can have a senior, such as a top executive or manager, barging in on the call and interacting with the prospects and customers. This will make the callers feel valued, and they will stay with your business in the long run.
Call barging can be of great value from the agent training perspective. It empowers your managers with live call monitoring so that they can assess the real-time performance of each agent.
It also enables them to identify gaps in customer support and address them with proper training and development initiatives. Even as they train agents in real-time, managers can resolve issues on the spot and ensure top-notch experiences for the callers.
Now that you know the benefits of call barging, you should learn when to use this feature to your advantage. Call barging is a powerful tool, however one should not barge in on every call. Rather, managers should use it judiciously. Here are the scenarios wherein call barging can be used for maximum benefit:
On the other hand, you must not use call barging if it is likely to have a negative impact on your customers or doesn’t add value to the call. You have to use discretion because the objective of the feature is to help agents rather than downsize their confidence.
Training and managing remote teams is easier said than done, but it is something that all businesses must do to gain maximum traction. Features like call barging can substantially help you in your efforts to enhance the efficiency and confidence of new and existing representatives.
It is vital to pick the right service provider who shall enable you get the most out of call barging. Fortiius provides high-end cloud telephony solutions that offer a complete range of features, including call barging. Avail this solution right away and take your customer service to the next level.
Considering seven out of ten people own a smartphone, it is important that technology is easy-to-use and non-intimidating. If businesses want to connect with the growing audience, they need to keep looking for ways to make marketing more mobile-friendly—bulk SMS in one such way!
SMS marketing involves small portions of information aimed directly at your target audience. With a phenomenal opening rate of 98% within 3 minutes, the information pops up straight on your customer’s mobile screen. No other marketing tool offers such efficiency rates, making it the most sought after tool by the marketers. As a savvy digital marketer, you cannot neglect SMS marketing.
SMS stands for short message service—’short’ refers to the maximum number of characters allowed in a text message: 160 characters. But how do SMSes actually reach mobile screens?
It is obvious that our cell phones are receiving and sending information even when we are not using it to attend calls. It is constantly in touch with the phone towers via a pathway known as a control channel.
Your cell phone and towers exchange data packets and also provide a pathway for SMS communication.
As soon as you send a text message, it travels from the SMS centre to the tower and finally to your customers’ mobile phone. Similarly, when you get an SMS, it is first received at the tower and then to the assigned destination, which is your phone.
The actual data format for the message includes things like the length of the message, location, timestamp, destination phone number and the format, etc.
One of the most prominent advantages of bulk SMS is their reachability and accessibility across the globe—with minimal effort! Especially in these uncertain times, when customers have no idea what their favourite brands are upto, SMS does the job.
For example: Stay safe, stay indoors! Relax at home and order your favourite The Body Shop products. Get 20% off on any purchase + Free home delivery. Call on 0930XXXXXX.
This SMS depicts that the brand is still open and operating from their online platform and discounts are available. Since 90% of people read text messages within 3 seconds of receiving it, SMSes increase customer engagement while ensuring business continuity by keeping everyone in the loop.
Today’s customers are always on the move. They need fast and reliable information from businesses they interact with. Sending quick reminders can help improve their perception of your organisation.
Market new products and services using SMSes and increase traffic on your online platforms. Effective SMS marketing strategies can also boost sales.
Keep your loyal customers updated with the latest advancements and make them feel important.
Send alerts about any issue that the customer should be aware of. For example, if you belong to the financial sector industry, you must convey any suspicious activity on a customer’s account via SMS and calls to keep them informed.
Service providers all around the globe offer bulk SMS services with a myriad of features. We have already looked at the advantages of bulk SMS, let’s understand how they add value at an organisational level.
Bulk SMS comes with an interesting feature of ‘opt-ins’. Opt-ins give permission to a particular brand to send promotional messages to customers.
Customers appreciate this option because it is a non-intrusive way of promoting your brand. Invasive messages without your customer’s consent will leave a bad impression of your organisation. Opt-ins and opt-outs are great ways to avoid disruptive texting.
Another aspect of Bulk SMS that strengthens your customer relationships is personalisation. Your messages can be personalised to the recipient. They can even be personalised based on demographics. To achieve this level of personalisation is a costly affair with any other marketing tool. With bulk SMS however, it can be done cost-effectively.
With so much going around in the digital marketing space, target marketing is on its peak. These are the times where marketers cannot send out promotional messages into the ether in the hope that it reaches the target audience.
As we already talked about how bulk SMS is permission-based, anyone who receives the message will:
These two facts depict that these targets are already customers and can be converted into hot leads with the help of smart analytics. Marketers can leverage bulk SMS service by targeting it to an extent of customer’s behaviour and preferences.
Compared to an average opening rate of 20% in case of emails, bulk SMS service serves as the perfect solution for sending vital information across.
Additionally, the speed with which bulk SMSes are delivered to the recipient is splendid. Bulk SMSes to larger audiences take only a few minutes to deliver.
Believe it or not, but bulk SMS play a very subtle yet imperative role in bringing back those ‘almost lost’ customers. Messages like “your favourite product is waiting to get delivered at your doorstep, visit your cart to buy now!” aid customer retention.
Any type of marketing—newspapers, TV ads or print—is cost-prohibitive for small and medium-sized businesses. Bulk SMSes, however, have zero set-up and installation costs. They can be implemented with absolutely no hardware saving your running costs as well.
How else can you connect with thousands of customers in a matter of a few minutes without burning a hole in your pocket? With this cost-effectiveness and high rate of return, bulk SMS are the most effective modern marketing tool for SMEs.
The cloud provides organisations with the opportunity to integrate their SMS strategy into their communications and CRM systems. This gives marketers the time to focus on designing the right type of communication experience as a whole. Cloud telephony integrations will also provide you with SMS analytics like smart URL features, demographic details and improve your customer experience.
→ Effortless communication
→ Easy-to-use and understand
→ Flexibility and scalability
→ Customisation of messages and user ID
→ High conversion rate
In today’s digital landscape when consumers are highly active on their screens, SMSes have become important to search for vital information like your account balance or order status. Where other, more complex and Internet reliant solutions fail, SMSes excel.
Most importantly, every generation of customers is familiar with SMSes and their usage. This improves the reach of your message manifolds.
Bulk SMS is an ideal way to reach a niche audience who is interested in knowing about the latest updates of your business. It’s a great pull marketing technique to keep customers coming back for more information and engagement.
A dashboard should be wise and that’s what you get with Fortius. You can easily monitor live agents and check the campaign status and ongoing activities across various departments.
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