One is under the misconception that dealing with Inbound Calls are more easy, seeing as how they are aware of your presence and is probably seeking you out with the intention to make a purchase or have already done so.
However, Inbound Voice Support Services is not without challenges. Tackling them can turn out to be quite interesting. Just as an example, when you are ready to make an Outbound Call, you are well prepared and have probably done your research on the potential lead.
But, here, you are clueless as to the intention of the customer. You may not know how ready will they be to make a purchase or, if they have already made the purchase and is searching you out for queries or feedback. In such cases, you would need to respond quickly and effectively catering to the customer satisfaction, so that they come back to you for more business.
Another scenario to expect is that the potential customer could be reaching out to your competitors, as well, checking out their choices. In such cases, it is up to you to ensure that they make a purchase from you rather than from your competitor company. You could consider outsourcing the service to a reliable and efficient service provider who will deliver quality service.
Here, take a look at certain tips on how to be effective with your Inbound Voice Support Services:
Make sure that the expert who is handling the inbound call is well equipped to handle from the simplest basic thing about your business as well as most complex of queries or feedback from the customer. From helping a customer to reset a password to retaining him, clearing his doubts and catering to his feedback, ensuring customer satisfaction, should be their forte. A well trained representative would be able to handle this better.
This is more about dealing with customer enquiries, responding to their queries or feedback. It is about answering all the doubts or questions that a potential lead could ask about your business, service or product. The key is not in selling the product but in listening to your customers. Be prepared with answers, which is possible only if you have thorough knowledge about your company, brand and services.
Asking open ended question to get an idea about the customer would help. Identify your prospective lead, know about their business and how your product or service could serve them, or on how they plan to use it, etc. Look for an underlying theme for their queries; see what could be prompting it.
Meanwhile, never ever make any kind of guess about your lead, during an inbound call. Also, be sure to avoid any kind of cliché or jargon while addressing a customer’s grievance or query. The one way to turn off or offend your lead, for sure is resorting to Industry speak, as you call it. Identify the pain point and deliver a solution most suited to that.
Thus, one thing to know while delivering Inbound Voice Support is that the prospect called you for information or detail. So, instead of trying to promote your service, best option would be to listen to them and respond suitably. You can also outsource the Inbound Voice Support Services to a reliable service provider who will ensure quality service, thus ensuring success.