Latest Posts - 21 Jan 2019
The Incom-CNS Group has been awarded coveted Platinum Partner status by national business co ...view more >
The experience customers receive when contacting a business can create the right or wrong impression and build a picture of how the business values its customers. This experience will influence customers’ purchasing choices and ultimately whether or not they wish to become, or continue to be, your customer.
Taking care of callers
Incredibly, 70% of customers who call a business will be placed on hold and left listening to boring messages or, worse still, nothing at all. This immediately increases the chance of a customer hanging up, and if they do, 34% will never call back. They have been more or less driven into the arms of a competitor.
It is not always possible for a customer call to be answered immediately or go straight through to the individual or department they need to speak to. However, how the call is handled will influence their likelihood of holding on, their patience levels and the way they will engage with your business once they reach you.
What customers want
Cloud Telephony is changing the way we communicate with customers and delivering a better experience. Customers want to know that they are valued and that their time is respected. They want to be reassured that they have dialled the right number, that someone knows they are waiting and that their call will be answered, or appropriately directed, as soon as possible.
Some of the key customer benefits with Cloud Telephony are:
Our friendly and helpful staff are ready to take your calls, Monday - Friday, 8.30am to 5:00pm.
Available 09:00 - 17:00 Monday to FridayCustomer Support
Businesses typically spend a large percentage of their marketing budget encouraging potential customers to call. What makes, or breaks, the success of these campaigns is the experience customers have when they make the decision to contact a company.
Callers who are kept waiting or are unsure if they have come through to the right place, are likely to hang up – and when they do, it’s highly unlikely that they will call back. Managing customer calls, especially during periods of high d
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"We were impressed with how Incom looked to help us save money, improve our flexibility to manage seasonal demands and increase our efficiencies. "
"The staff at Incom have all been professional and supportive during the transition and made the switchover as seamless as possible from a user perspective."