Lifantseva (UIS): How can an online store stop losing customers who contacted by phone?
Posted: Tue Dec 24, 2024 8:35 am
Lifantseva (UIS): How can an online store stop losing customers who contacted by phone?
Content
Always "free cash register"
He just called and the service had already started.
Change to suit the client
There is no limit to improvements
Many owners of large online stores quite logically believe that they have all aspects of the business under control. Sales, although slowly (the crisis has turned into stagnation), are growing. There is an outflow of buyers, but it seems to be within normal limits.
In 2015, UIS conducted a large-scale study.
We called 1070 companies from the india phone numbers e-commerce sector. It turned out that an online store loses every third customer who calls by phone for various reasons. The higher the average check, the worse the lost profit looks.
Much depends on the communication culture of managers and their discipline, but the main role in losses is played by the complete absence or incorrect configuration of call processing. And if training specialists is a non-trivial task, then creating the correct call distribution scenario is easy with the help of a virtual PBX . However, it also has functionality for training personnel. Using all its capabilities, an online store can stop losing customers and increase revenue by a third.
Always "free cash register"
Call processing depending on the time of day will allow you to automatically launch the desired scenario, for example, during working hours, distribute calls between managers according to a certain algorithm, and on weekends offer to place an order through a form on the website. This will help to organize the work of the sales department more flexibly, increase customer loyalty and ensure an even workload for specialists.
According to the results of the study, in every fifth (!) online store the phone was not picked up at all. What can we say about sales? The order forms are also not all that great: 42% of stores have them so complicated that the buyer will have to spend more than a minute to enter all the necessary data.
Transferring a call to the last manager will allow you to connect a repeat caller with the employee who has already consulted him, thereby avoiding unnecessary waste of time and nerves.
This is especially true for online stores with a high share of repeat orders. For example, their percentage in the children's goods segment reaches 60%. The audience is very loyal: these are mothers with infants who spend a lot of time at home. Support and communication are very important to them, and here a personal approach is very important and greatly affects the average bill.
As you know, none of us likes to wait, and in the case of telephone sales, it is worth showing maximum efficiency. The optimal solution would be an automatic call queue. Instead of a "Busy" signal, the client will hear a message about the approximate waiting time for a response.
In the sales department, you shouldn't abuse this function: the competition is high. If a client hears during the first call that he is asked to wait on the line, he will most likely go to a competitor, where the phone will be picked up faster. But in a delivery service or service center, this is a real opportunity to take care of the client.
Don't lose customers! Track all unanswered calls with missed call notifications and monitor the quality of your employees' work. In addition, you will definitely not waste time if you call back missed numbers - this practice will allow you not to miss new customers and will significantly increase the loyalty of those who are already with you.
Don't waste your advertising budget
The call tracking and end-to-end analytics service will show the effectiveness of each source in terms of “from click to sale”.
Get a consultation
He just called and the service had already started.
Use flexible call forwarding scenarios to employees' mobile, home numbers or SIP lines. This will allow you to engage remote managers working from home or in other regions, which will save the company's expenses on organizing additional workstations in the office, while sales efficiency and customer service quality will not suffer.
Record a voice greeting so that the client knows exactly where he wanted to go.
According to the results of the same study conducted by UIS in 2015, 43% of managers who pick up the phone do not say the name of the company or introduce themselves when greeting them.
Monitor the efficiency of managers and improve the quality of service. Recording conversations will become a convenient tool for monitoring employees and, among other things, a weighty argument in controversial situations with clients.
After all, situations can be completely different - from incompetence and a bad mood of an employee who was rude to a client, to consumer extremism (with threats to sue).
The "Coach" function is a great way to train newbies without losing the quality of service. At any time, a more experienced employee can join the conversation with the client and prompt the newbie with answers to questions or direct the conversation in the right direction, while the client will not hear the coach's advice.
For example, a company is actively developing, the number of calls is growing. And now the sales department can no longer cope with the flow of calls. It is necessary to urgently recruit new employees in order not to lose clients. The range of goods is wide, the company does not have a training center. Naturally, a short introductory course will still have to be conducted, and then it is enough to assign a mentor to the newcomer, who can intervene unnoticed by the client and save the deal.
Change to suit the client
By learning the opinion of customers about the work of the online store employees, you can identify "black holes" in the company's work. Use the employee performance evaluation function for this. Also, do not neglect the opinion of customers when making decisions about improving the service. Conduct customer surveys - and unexpectedly for yourself, you will gain a lot of useful ideas for business development!
For example, a company faces the question of whether it is worth expanding the delivery time range. The correctness of this step is discussed, "is it necessary...", "will this interval be popular...", "these terrible traffic jams...". They often forget that it is best to ask customers about this, because the company works specifically for them. Even if the number of respondents is small, this will not prevent them from making a balanced decision.
If you use call tracking to evaluate the effectiveness of various advertising sources, do not forget that it is important to count not only online orders, but also to measure the effectiveness of calls (according to statistics, in online stores - 25% of sales are orders by phone). To do this, ask managers to press one of the keys, which was previously programmed as a lead, before they hang up. Tag calls and analyze the effectiveness of customer acquisition channels and the effectiveness of your employees.
Content
Always "free cash register"
He just called and the service had already started.
Change to suit the client
There is no limit to improvements
Many owners of large online stores quite logically believe that they have all aspects of the business under control. Sales, although slowly (the crisis has turned into stagnation), are growing. There is an outflow of buyers, but it seems to be within normal limits.
In 2015, UIS conducted a large-scale study.
We called 1070 companies from the india phone numbers e-commerce sector. It turned out that an online store loses every third customer who calls by phone for various reasons. The higher the average check, the worse the lost profit looks.
Much depends on the communication culture of managers and their discipline, but the main role in losses is played by the complete absence or incorrect configuration of call processing. And if training specialists is a non-trivial task, then creating the correct call distribution scenario is easy with the help of a virtual PBX . However, it also has functionality for training personnel. Using all its capabilities, an online store can stop losing customers and increase revenue by a third.
Always "free cash register"
Call processing depending on the time of day will allow you to automatically launch the desired scenario, for example, during working hours, distribute calls between managers according to a certain algorithm, and on weekends offer to place an order through a form on the website. This will help to organize the work of the sales department more flexibly, increase customer loyalty and ensure an even workload for specialists.
According to the results of the study, in every fifth (!) online store the phone was not picked up at all. What can we say about sales? The order forms are also not all that great: 42% of stores have them so complicated that the buyer will have to spend more than a minute to enter all the necessary data.
Transferring a call to the last manager will allow you to connect a repeat caller with the employee who has already consulted him, thereby avoiding unnecessary waste of time and nerves.
This is especially true for online stores with a high share of repeat orders. For example, their percentage in the children's goods segment reaches 60%. The audience is very loyal: these are mothers with infants who spend a lot of time at home. Support and communication are very important to them, and here a personal approach is very important and greatly affects the average bill.
As you know, none of us likes to wait, and in the case of telephone sales, it is worth showing maximum efficiency. The optimal solution would be an automatic call queue. Instead of a "Busy" signal, the client will hear a message about the approximate waiting time for a response.
In the sales department, you shouldn't abuse this function: the competition is high. If a client hears during the first call that he is asked to wait on the line, he will most likely go to a competitor, where the phone will be picked up faster. But in a delivery service or service center, this is a real opportunity to take care of the client.
Don't lose customers! Track all unanswered calls with missed call notifications and monitor the quality of your employees' work. In addition, you will definitely not waste time if you call back missed numbers - this practice will allow you not to miss new customers and will significantly increase the loyalty of those who are already with you.
Don't waste your advertising budget
The call tracking and end-to-end analytics service will show the effectiveness of each source in terms of “from click to sale”.
Get a consultation
He just called and the service had already started.
Use flexible call forwarding scenarios to employees' mobile, home numbers or SIP lines. This will allow you to engage remote managers working from home or in other regions, which will save the company's expenses on organizing additional workstations in the office, while sales efficiency and customer service quality will not suffer.
Record a voice greeting so that the client knows exactly where he wanted to go.
According to the results of the same study conducted by UIS in 2015, 43% of managers who pick up the phone do not say the name of the company or introduce themselves when greeting them.
Monitor the efficiency of managers and improve the quality of service. Recording conversations will become a convenient tool for monitoring employees and, among other things, a weighty argument in controversial situations with clients.
After all, situations can be completely different - from incompetence and a bad mood of an employee who was rude to a client, to consumer extremism (with threats to sue).
The "Coach" function is a great way to train newbies without losing the quality of service. At any time, a more experienced employee can join the conversation with the client and prompt the newbie with answers to questions or direct the conversation in the right direction, while the client will not hear the coach's advice.
For example, a company is actively developing, the number of calls is growing. And now the sales department can no longer cope with the flow of calls. It is necessary to urgently recruit new employees in order not to lose clients. The range of goods is wide, the company does not have a training center. Naturally, a short introductory course will still have to be conducted, and then it is enough to assign a mentor to the newcomer, who can intervene unnoticed by the client and save the deal.
Change to suit the client
By learning the opinion of customers about the work of the online store employees, you can identify "black holes" in the company's work. Use the employee performance evaluation function for this. Also, do not neglect the opinion of customers when making decisions about improving the service. Conduct customer surveys - and unexpectedly for yourself, you will gain a lot of useful ideas for business development!
For example, a company faces the question of whether it is worth expanding the delivery time range. The correctness of this step is discussed, "is it necessary...", "will this interval be popular...", "these terrible traffic jams...". They often forget that it is best to ask customers about this, because the company works specifically for them. Even if the number of respondents is small, this will not prevent them from making a balanced decision.
If you use call tracking to evaluate the effectiveness of various advertising sources, do not forget that it is important to count not only online orders, but also to measure the effectiveness of calls (according to statistics, in online stores - 25% of sales are orders by phone). To do this, ask managers to press one of the keys, which was previously programmed as a lead, before they hang up. Tag calls and analyze the effectiveness of customer acquisition channels and the effectiveness of your employees.