Improve call flows with these engaging tips. Turn phone calls into points of conversion and experience customer service success like never before!
Having excellent call flows for your business is important. It’s the difference between a company that’s trusted and one that’s not.
Fifty-five percent of customers would pay for a better customer experience. So what can you do to create a good call flow for your customer’s experience? How can you create a strong call experience that will convert?
Here are 3 tips that you can use to change your company’s call flow.
1. To Automate or Not to Automate
There’s nothing wrong with voice automation, but there’s a threshold to how much is right.
Automation is great because it’s cost-effective. You don’t need as much manpower if your call flow features a self-service system.
But there’s a price if you choose to go all-in with automation. You have to balance the call so that your users aren’t stuck talking to a bot. You don’t want more than 6 minutes of your call to be automation.
Benefits of Automation:
- Cost Efficiency: Reduces the need for extensive human resources.
- Streamlined Operations: Handles repetitive tasks and basic queries effectively.
Risks of Over-Automation:
- Customer Frustration: Excessive automation can lead to a disjointed experience where customers feel stuck in a loop.
- Limited Personal Touch: Automated systems often struggle with complex or nuanced inquiries.
The key is to break down the steps that you’ll feature in your call. In an ideal situation, you would use automation as a way to filter through your callers.
It could act as a way of ensuring the people who need your call the most gets to talk to a representative. This would keep your call flow efficient.
Action Step: Implement automation to filter and direct calls effectively, but ensure a seamless transition to a live representative for complex inquiries. Limit automation to a maximum of 6 minutes to maintain a personal touch and efficiency.
2. Reduce Clutter & Fluff
Your call flow shouldn’t need unnecessary fluff. Review where your greetings and statutory messages go.
A long and drawn-out message does not mean you were thorough. You need to decide where are the most tactical places to put messages.
The key to a strong call flow is for you to inform your customer of what they’re looking for without difficulty. Everything you put on that message needs to be key information.
The reason behind this is that customers get annoyed. They get agitated. If a call takes too long for them to reach their goal, they can call it quits.
This type of poor customer service can lead to huge business losses. Your goal is to create a call flow that is effective and that moves them to the end of the funnel.
Remove the clutter and the fluff. Maximize the value and ensure the flow is there.
Action Step: Review and refine your messages to ensure they are direct and useful. Remove redundant or lengthy prompts to expedite the call process and reduce customer frustration.
3. Offer a Direct Line
There is nothing worse than having an automated message lead you in circles. There is no “one-size-fits-all” type of message.
A customer might have a situation that doesn’t fit in your high-level menus. What if they’re looking for help from a representative? Will you force them to go through 7 different levels before they reach an agent?
You have to give customers an option to speak to a live representative from the get-go. There are some things that an automated menu cannot answer.
The automated menu and messages need to fill in the easy answers, like opening hours or location. You want your representatives to handle the harder-hitting questions. That is why call flow is so important.
Action Step: Ensure your call flow includes an easy option to speak with a live representative. Use automation for basic information like business hours, but reserve complex inquiries for human agents to provide timely and effective support.
What Do Your Call Flows Look Like?
Implementing an efficient call flow takes a lot of work. There are a lot of things to consider and you have to make it work for your customers.
Ready to Enhance Your Call Flows?
Designing and maintaining an effective call flow is crucial for superior customer service. If you’re ready to optimize your call processes and improve customer interactions, ThinkSecureNet is here to help. Our managed IT solutions can ensure your call flow is ready for your customers.
Contact us today.
