Customer service has become one of the cornerstones for success in the business world today. A recent survey conducted showed that three out of five customers have higher expectations from brands than they had a decade ago. And businesses worldwide lose approximately $62 billion annually due to poor customer service.
With such a steep rise in expectations, it has become essential for your business to improve the quality of its customer service. Your team must resolve issues more efficiently and effectively. To do so, you must:
And that’s why your business needs a call recording software.
Peter Drucker said, “What gets measured gets managed.” Enjay’s Synapse helps you measure and improve the performance of your customer service, and delight your customers consistently.
Here are 5 major benefits of using a call recording software for your business.
strong>auto call recorder like Enjay’s Synpase keeps your customer-facing team efficient. Since employees are aware that their calls can be heard at any time, they do their best to solve customer issues in a proper and timely manner.
Recorded calls also empower you to improve the working of your customer support teams. You can reduce call handling time and gauge whether your team is providing customers with the right information.
You can also use recorded calls to train your new employees faster. This makes them better at handling customer issues and give you quicker returns on investment.
All this means you improve efficiency of your customer service team. With it, you improve the chance to delight your customers.
Recorded calls don’t just help you improve organizational efficiency. They also help you gather feedback and analyze what your customers say.
According to the 80/20 rule, 80 percent of your business’ problems arise from 20 percent of the reasons. When you analyze customer feedback, you get insights into the most common problems they face, and can fix them. This not only makes your customer support team more effective, but also ensures that your customers don’t face these problems at all.
Enjay’s call recording software, Synapse, can help you identify the problems your customers face the most and fix them faster.
And a happy customer is more keen to do repeat business with you. A frustrated customer will influence ten others to go to your competition.
A call recording software helps your marketing team profile your “customer” better. A customer (or ‘buyer’) profile is generally one that best defines your target audience. For instance: mid-30’s urban professional, who is married and has children.
By listening to recorded calls, you and your marketing team can identify ways to upsell and cross sell to your buyer. This will increase revenue for your business.
You can also share these call recordings with specific members in product design or R&D. This will help them understand how customers use your products. Invaluable (and free) information like this is useful to design products and offerings that will exceed your customer’s expectations.
A call-recording software brings additional features like Interactive Voice Response (IVR), automated call routing, setting caller expectations and more.
You can use these features to establish a better image of your business in your customer’s mind. Your customers will identify your business as a professional entity which cares about its customers. And people love to do business with organizations that are professional.
Use Enjay’s Synapse to boost the credibility of your business in your customers’ eyes. Let us show you how.
With business comes the possibility of lawsuits. And nobody likes lawsuits, especially when you put in your blood, sweat and tears in catering to your customers’ needs.
Customers might misunderstand communication shared with them and drag a business to court. Many times, it becomes difficult to figure out who is at fault. This is a huge drain on a business, not just in money but also in time.
Recorded calls reduce your company’s liability and protect it from potential lawsuits. You can maintain records of every occurrence. And if your company did things right, you can diffuse disputes before they escalate in costly court cases.
Over 70 percent business prioritize customer support as one of their key action areas. A call recording software is an inexpensive but extremely useful tool for your business to do the same. It provides a wealth of data with many practical applications that allow you to improve customer support, enhance customer experience and take your business to the next level.
Want to know how Enjay’s call recording software can help you take your business to the next level? Connect with us here.