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6 Ingredients For A CX Recipe Your Customers Will Love

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Kritagya Pandey

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category Operations calendar January 21, 2021 clock 6 mins read eye Reads: 473

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‘Customer is king’ is undisputed even in this day and age. Needless to say, all the power rests within the hands of the customers. And this is a truth that businesses need to understand well. Customers are pillars of success and can make or break the future of any company. 

Thus, businesses must deliver an experience that is a class apart. It is this experience that becomes the defining element of any business’ success.

While one may think it is easy to deliver a great customer experience(CX), many successful companies actually have a hard time dealing with it. As the radar of the customers starts to get bigger, the challenges also increase. Considerable shifts in buyer preferences and choices have led businesses to devise CX strategies that personally cater to their users. 

Moreover, today’s customers have become increasingly digital and have clear expectations from the companies they do business with. They expect customised, hassle-free, and exceptional service each and every time. 

So, how can you improve your customer experience strategies?

To devise an effective customer experience strategy, focus on the common problems that your customers face. Take an in-depth look to learn more about their issues and figure out how your product can help. When you start doing this, you begin inching closer to delivering unparalleled CX. 

1) Know your customers in and out

It is imperative that businesses know their customers’ behaviours. In an ever-changing landscape, it is crucial to figure out the actual needs and demands of the customers. 

How can we find these needs?

Feedback is always the best and safest way of knowing what’s working and what’s not working for your customers. Businesses must focus on extending multichannel support to collect customer feedback, that is via emails, social media handles, calls, SMSes, and chats. Other options, such as surveys also help to know what the customers really need.

Customer reviews are an important aspect while collecting feedback as they directly evaluate a company’s products and services. These reviews can further be forwarded to the concerned departments and will help in improving the services. Additionally, customer calls can be recorded and used to train new agents and deliver more engaging and satisfying service.

Don’t just stop there––put yourself in the customer’s shoes and analyse if your services are able to eliminate their pain points and make their lives easier. 

2) Pay attention to negative feedback

Both positive and negative feedback offers an insight into the customers’ perspective. While the former motivates the employees, the latter helps the business identify bottlenecks and proactively resolve these issues. It also aids in identifying the strengths and leveraging them in a better fashion.

Your support and marketing team must address these responses effectively and take considerable action wherever required. This will also show the customers that their opinions are taken seriously.

Such an approach benefits the business in two ways––it makes the customer feel valued and improves the quality of customer service. 

3) Improve the support efficiency

To emerge as the best in this competitive world, it is essential to work on how efficiently you service your clients. It is to be noted that several other companies provide services of almost the same standard as yours. Thus, efficiency becomes an essential differentiating factor that cannot be overlooked. 

All this cannot be achieved without a proper CX strategy, a dedicated support team, and actionable goals. Customers should be segmented based on their feedback, analytics, and all other data available to the business. 

Delays in any services should be minimised or avoided altogether. Follow up with calls and emails to gather additional feedback; reward employees that meet their targets on time. Develop a customer-centric culture across the company.

4) Increase the scope for innovation and creativity

As the popular saying goes: ‘keep your friends close and your enemies closer’. While racing to become the best, one should always be aware of what their competitors are doing. 

Giants like Apple, Disney, Tesla are now looking for innovative ways to deepen their connections with existing customers rather than making new ones. In this regard, rich technology has been a real help to businesses––it ensures gratifying experiences for, both, customers and the company. 

Keeping pace with the modern, technology-driven world is important if you want to stay ahead in the race. Not using the latest tools can hinder the growth of any business. Use these tools to devise new techniques to stay connected with your customers at all times. Make the most of platforms like WhatsApp to send follow-up messages, updates, and other information.

Omnichannel support will help build a strong relationship with the customers. And you can also use separate channels to manage grievances so that your clients don’t have to send out lengthy emails or wait in long queues to get heard. An innovative and creative approach is not only authentic and creative but also cost-effective.

5) Engage your customers on social media

Customers love getting social. Everyone is on social media––if you are not, then you are absolutely missing out on something that can take your company to new heights. Facebook, Twitter, Instagram, and Linkedin, to name a few, have become synonymous to people’s voices. 

Customers love taking to social media to write reviews and leave suggestions for businesses. It is these reviews and feedback that, then, influence others. Thus, social media is an effective tool to capture and easily engage with your target audience. 

Another important factor is that the option of raising concerns via social media is always open. Customers can submit their issues over the various channels available to them, and the customer support executives can track them and resolve the error as soon as possible. 

This is a very convenient and easy way to retain your customers. Social media customer support also helps to look at the problems on a bigger scale. Moreover, whenever a query is solved openly and promptly on such networks, people can see how well the business treats their customers and handles their issues.

6) Rewards your loyal  customers

Prospective customers will want to do business with you only when they know that your products and services are of high quality. This is where loyal customers are an invaluable asset to the company––they become brand ambassadors and help with organic word of mouth promotion. 

One way to ensure customer loyalty is by rewarding them for their engagement, bulk orders, hosting giveaways, and offering them discounts. This will be a good way to acknowledge customers that are truly invested in your brand and spread good word about your company.

To Wrap Up

Since the customer is the king and will always be one, it is important to retain and engage with them over and over. When an organisation makes customers their priority, it reflects in their actions and even in their numbers. It also speaks of how much they value their customer relationship, how they treat loyal clients, and how they resolve any and all issues.

More than anything, it is important to make an emotional connection with humans––this is where the winning points lie. Loyal customers play a big role in your success and are a part of your family. Thus, you must take good care of their emotional needs and win their loyalty and trust.

Are you looking forward to providing your customers with an excellent experience? Then connect with one of our experts today at 1888-859-0450 and enhance your business communications.

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Kritagya Pandey is a creative and technical content writer, editor, and strategist. She has been writing on customer experience, customer service, artificial intelligence, cloud communication, and more. She invests her time researching the current business, market trends, and studying about social media strategies.

The Pandemic Impact: A Look Into Virtual Numbers For Four Industries

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category Contact Center calendar January 20, 2021 clock 6 mins read eye Reads: 588

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Virtual numbers have various uses across multiple industries. There’s a long list of benefits associated with the service, including enhancing marketing strategies and helping your business bounce back from the impact of the pandemic.

Now, more than ever, businesses need to stand out from the crowd to ensure they capture customer attention. The COVID-19 crisis has encouraged customers to shop locally and they’re starting to build stronger connections with businesses that have links in their community. 

This is where a virtual number comes in––it can help your business increase local connections. Since you can employ any area code, you can establish a local presence in any community and show consumers your willingness to work with them—regardless of your location.

And with many elements of daily life now becoming virtual, there are lots of opportunities to use cloud calling to connect with customers far and wide. This article will look at how a virtual phone number can aid four different industries.

The construction industry

Unfortunately, construction was one of the most adversely affected industries during the pandemic. As the work-from-home transition started, hands-on construction work remained at a halt. 

Now, the industry is back up and running, but businesses are sure to be feeling the impact. A vanity number could help them put themselves back on the map and access more customers than ever before. 

What’s better is that construction businesses can easily add a virtual number to their hosted phone system and allow clients from anywhere (nationally or even globally) to call and enquire about their services. Virtual numbers can also be used to share information about new offerings and updates to a wide audience via voice broadcasts. 

They can employ local area codes to capture the local clientele or people who are apprehensive about multinational businesses.

These numbers are a fantastic way to broaden your customer base and help your business appear in important local Google searches in whichever area you want.

In contrast, clients who want the credibility of an established organisation will be happier with a global free phone number. This helps the business look as professional and well-established as possible, thereby increasing customer trust. Furthermore, it eliminates any barriers that customers may encounter while contacting the business.

The charity sector

Charities are seeing many more applications for their services following the pandemic. With people suffering from poor mental health or financial difficulties, many are relying on the services of non-profit organisations to support them through these difficult times. 

Given this surge, charities could greatly benefit from connecting a free phone number to their hosted phone system. This allows those who are in need to easily get in touch. In fact, a free phone number will allow anyone, regardless of their location, to speak to the Charity at no personal cost. 

Another option for charities would be a custom virtual number. Custom numbers are created specifically for marketing campaigns. This means that you can see exactly how many people have come through from each campaign to ensure everything is working as per plan. These numbers will help you identify areas that work so you can invest your marketing budget only in these areas and save any meaningless expenses.

Custom numbers can also be made memorable for customers. By creating a vanity number relevant to the charity, it is more likely that service users will remember the number for when they require it. Having an impactful number means that you receive more calls, even without investing more in marketing. 

Import or export businesses

If you are in the business of imports and exports, a virtual number can help you connect with global customers at low cost. Quarantine measures and understaffed airports and seaports, owing to the pandemic, adversely affected goods transportation, so cost is a big factor for many at present. 

The nature of the sector requires you to connect with consumers across the world daily—often leading to high call costs and lower profit margins.  An international virtual number can work out to be highly cost-effective for, both, your business and your clients.

In fact, you can choose to have an international number in each country you deal with. Not only does this give you more of a presence everywhere, but it also makes it cheaper for the clients in said countries to connect with you. 

No matter where you’re based, the client will call the international virtual number and straightaway get connected to you. With no delay at all, they’ll experience seamless service without even thinking about your location.

Since imports and exports require high-quality conversations throughout the process, you need a reliable service. This is why virtual numbers are a great solution—they’re easy on the pockets, sure, but they also have very high uptimes and good connections. 

Toll Free numbers also remove any geographical limitations, so international clients might feel more comfortable with a business that appears to be operating across the world. 

The retail and e-commerce sector

Retail and e-commerce have been impacted by the pandemic on quite a large scale. With the closure of many physical stores, companies relied on their websites to sell their products. This also means that their support service has had to adapt to meet the needs of customers and keep business moving during the pandemic.

Customers, too, have been placing more trust in businesses delivering their products online or via other channels. To increase their confidence, it is a good idea for your business to have a telephone line that directly connects clients with your team.

Virtual numbers can be a great way to connect with retail customers all over the world. Whether you are selling B2C or B2B, a virtual number that’s easy for customers to remember will always help your business give better service. 

They are also more profitable to the business as virtual numbers are cost-effective and customers are more likely to call on them.

New customers may also be more inclined to shop with local businesses that can offer a sense of familiarity and trust. Having this local connection will help you reach customers looking to spend their money in their local area to support their local economy.

Another option for retailers to use virtual phone numbers is by employing a free phone number onto their hosted phone system. This gives retailers the ability to open up their products and services to businesses nationally—or globally. 

This is due to the fact that free phone numbers have no charge for calls, as the name itself suggests. These numbers also remove your business’ geographical constraints, so customers from all areas will be more inclined to get in touch. And as a brand that does not charge its clients for support calls, you will appear to be more established and caring to your customers.

In addition, such a number adds a level of professionalism, too, so no matter how small your retail or e-commerce business is, you’ll be able to put your best foot forward!

Conclusion

Overall, virtual numbers can have a significant impact on businesses recovering from the pandemic. They can give your customers more reasons to contact you, tear down barriers for new and existing customers, and make your business more professional in its appearance. 

Many customers are choosing to shop local post-pandemic, and virtual phone numbers will help you connect with these customers by giving you a presence in their local area.

If you’d like to find out more about virtual numbers and how they can benefit your business, call our team of experts today at 1888-859-0450 or send an email to [email protected]

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

What If Harry Potter Lived In The World of Cloud Technologies?

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Diksha Gusain

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category Contact Center calendar January 19, 2021 clock 9 mins read eye Reads: 784

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Hold up. 

We know that in JK Rowling’s expansive universe, magic interferes with “muggle” technology—or as Arthur Weasley says, “eckeltricity”.

But, what if it didn’t?

What if Harry and his friends could integrate their magic with the benefits of modern technologies? Specifically, could certain tragedies have been prevented with better communication (courtesy the Cloud)? Would our young heroes have had a slightly easier life? 

Let’s try to reimagine the wizarding world, but with the twist of having cloud communication at their disposal. 

Introduction

It’s 1997 and we first enter Number 4, Privet Drive, where the Dursleys live (perfectly normally, thank you very much) with their young nephew, Harry. Thus began a cultural phenomenon that pulled in people of all ages.

It isn’t too much of a stretch to say that millennials grew up with Harry. As he discovered his wizarding heritage and the magical Hogwarts school, kids also waited desperately for their letter of admission. However, as much as we’re loathed to say it, we live in a totally different world today. 

Everything is available at our fingertips, and smartphones have become a one-stop solution for virtually any need. We may lack magic, but the technology at our disposal would be no less of a miracle too, say, medieval people. 

So, imagine if we could take the best parts of our muggle world and combine it with the Wizarding World’s magical abilities. Everything would be different, for sure. 

But for the sake of this article, let’s look at a few distinct examples:

Spoiler alert: If you haven’t finished the books or movies, and are meaning to, come back here after you do! Although, you can also check out a 99-second recap by Jon Cozart, a.k.a. Paint.

1. Sirius Black could have lived

This was, unarguably, one of the saddest deaths in the series. After living without knowing his parents, Harry finally got to reunite with his godfather—only to be ripped apart again. 

This is what happens: Baldy Voldy (possibly jealous of Sirius’ long black mane) plants a false vision in Harry’s head that Sirius is in captivity and being tortured by the former at the Department of Mysteries. 

Without enough time to send an owl, Harry and other members of Dumbledore’s Army set off to rescue him and are ambushed by Deatheaters. In the ensuing fight, Bellatrix kills Sirius with one painful Avada Kedavra.

Cue the waterworks. 

However, if our wizards could use Cloud technology, Harry would have placed a quick video call to Sirius, found him safe and sound, and never ventured outside the school grounds. Therefore, the Order of Phoenix would not have to come save them and Sirius would have lived. 

Harry could’ve also CLI (Call Line Identification) route to find out where his godfather was. All he had to do was call Sirius and to find out the area code and see if the call was genuine or not.

2. Keep prophecies safe online

Sadly, delicate crystal balls are not really the best protection for dangerous prophecies. In fact, the whole Sirius ruse would’ve been unnecessary if the prophecies were stored in a better fashion.

Prophecies

Poor storage of very important prophecies. Still from Harry Potter and the Order of Phoenix (Warner Bros., 2007)

Better how? That’s easy—uploaded on a secure cloud server that is password-protected, with 256-bit end-to-end encryptions, multiple layers of firewalls and backup, and compliance of necessary protocols.

Voldy and his army of creepy wizards could have spent forever trying to access the prophecies. Without success. 

3. Harry and Voldemort live stream collab

It took no time for the Ministry of Magic to change “the boy who lived” into “the boy who lied”. Well, not in these exact words—but worse. 

Harry encountered the Dark Lord in the Goblet of Fire and announced his return to the world. However, the Minister of Magic, Cornelius Fudge, discredited him as an attention-seeking liar, and Dumbledore as an old fool. 

His spiteful and cowardly words would have had no effect if Harry had irrefutable proof. Had Potter simply live-streamed Voldemort in full glory or used a video calling app (and recorded the call safely), no one could deny the truth.

Perhaps the good wizards would have used this extra time to better prepare themselves and fight the dark side. 

4. Better audience access to the Wizard Games

Speaking of the Goblet of Fire, we can’t ignore the Quidditch cup and Triwizard Tournament. Just as our muggle sports are televised, live-streamed, promoted on social media and via marketing broadcast campaigns—why not extend the same courtesy to wizard sports? 

The Triwizard Tournament Set Up

The Triwizard Tournament set-up. A still from Harry Potter and the Goblet of Fire (Warner Bros., 2005)

Cloud technology would have made these events much more accessible for the average wizard. Despite the Hogwarts Castle being heavily guarded, people would’ve been able to watch the Triwizard tasks from their own cottages via live streaming. They would also have been able to chat and share polls, surveys, images, etc. simultaneously on the chat bar.

5. Faster (and better) communication

Give poor Hedwig some rest. Sending letters via owls in this day and age? That just doesn’t fly (pun intended). 

Imagine how much happier Harry would’ve been without having to deal with the Dudleys hiding his letters from him. Even Dobby hid his letters once to prevent him from coming to school—which he did anyway.

So, instead of being miserable during his school breaks, Harry could have had a much better time if he was in constant touch with friends. 

How would that be? Like every other teenager today—glued to his phone, he could be instant messaging Ron and Hermione all day. Or making video calls, group chats, sharing memes, and more. All he’d need is an Internet connection and a compatible device. 

Better communication also reminds us of the depressing time in the Deathly Hallows when the trio hides from Voldemort, carrying a radio to hear any news of their loved ones. Quick updates via SMS or voice broadcasts, better remote connectivity, and secure phone connections are just some of the many benefits of cloud communications they could’ve availed. 

6. Learning could be online and by using devices

When it comes to magic, there is a lot to learn. And with a murderous mega-villain on the loose, learning to defend yourself becomes all the more important and time-sensitive. 

So why limit education to scrolls, quills, dungeons, and towers? 

As Hogwarts fell to the dark forces, a lot of parents didn’t wish to send their kids to the castle—understandably. But instead of making their education suffer, why not employ e-learning?

They could’ve held video conference classes and practical exams with the help of UCaaS. With features like call recording, even absentees or those with personal difficulties would’ve been able to catch up real fast and prepare better. In fact, they could’ve given out refresher courses even for adults.

Similarly, Dumbledore’s Army could’ve had virtual training sessions as well. Their password-protected secure chat room would’ve been unbreachable for intruders like Malfoy and Umbridge. They would also have been able to keep track of progress, goals, availability, etc. via an easy-to-use online portal. 

Dumbledore's Army

Dumbledore’s army training in the room of requirement. Still from Harry Potter and the Order of Phoenix (Warner Bros., 2007)

Another reason for wizards to switch to virtual education is because of the positive climate impact. Instead of cutting down forests for paper—for classes, exams, letters, etc.—they could have had all their assignments on their laptops. 

This would reduce their reliance on non-biodegradable school supplies. In fact, the same could be implemented by the Ministry of Magic as well. After all, even though they have magic on their side, they live on the same planet as us. 

7. Defeating Tom Riddle

Harry and Lord Volemort Final Battle

Harry and Lord Volemort’s final showdown. Still from Harry Potter and the Deathly Hallows Pt.2 (Warner Bros., 2011)

One of the biggest reasons Voldemort was so powerful and actually immortal was because he had split his soul to create seven Horcruxes. Therefore, our heroes had no hope of defeating him until they could destroy all the remnants of his soul—one of which resided in Harry himself. 

Believe it or not, cloud technology could have helped our wizards in this endeavour as well. 

Perhaps Professor Slughorn’s explanation of Horcruxes to a young Tom could’ve been recorded and preserved securely. That would have prevented him from distorting his memory out of guilt and fear. The wizards could’ve become aware of what they were dealing with early on, and learned how to defeat Voldy. 

More specifically, when Regulus Black defected from the Death Eaters and replaced Salazar Slytherin’s locket (also a Horcrux) with a fake, he could have instantly informed the Order of the Phoenix. 

This way, they would have realised the truth about Horcruxes much sooner—in the First Wizarding War itself, in fact. Professor Dumbledore wouldn’t have ventured into the cave of doom to attain the locket and weakened himself in the process. Even though his death was planned with Snape, we’d have suffered slightly less perhaps. 

Conclusion

Even though the series ended a while ago, it lives on in our hearts. That’s what led to the Cursed Child, a play about Harry’s son, Albus Severus Potter (that’s no way to name a kid, Harry). Or even to the Fantastic Beasts series, which takes place in the same universe. 

It’s interesting to see how our favourite wizards would have fared in the world of modern technology—with the same tools that make our everyday lives so much easier. In particular, we’ve seen how a lot of miscommunication could have been avoided with the use of cloud communication services. 

Do you think this thought experiment was successful? What else do you think would’ve turned out differently? Comment down below and let’s continue this discussion! 

Why limit good things to the wizards? Learn how cloud communication can transform your life and business operations as well. Get in touch with our experts at 1888-859-0450 or send an email to [email protected] to experience the magic of the cloud. 

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Diksha Gusain

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Diksha is a junior content writer at Acefone. As a tech-lover, she aims to bridge the gap between tech articles and non-savvy readers. She’s equally interested in pop culture and worldly affairs. And in her free time, you can find her with her nose buried in a book or discovering new music for her chaotically diverse playlist.

What is Click to Call? How Can It Help You Boost Conversions? 

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Acefone Editor

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category Contact Center calendar January 18, 2021 clock 10 mins read eye Reads: 526

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As smartphones take over our daily lives, we also notice an upward trend in customers calling up businesses before making any purchases. Marketers realize this and, therefore, plan their advertisements accordingly. 

However, if your visitors are unable to click on the ads and connect instantly, all advertising and marketing efforts go in vain. 

This is where call-to-action buttons play an important role. In an era where a task as simple as cleaning your house depends on the social media presence of cleaning solution, these buttons are crucial. 

Without those clicks, your business won’t be able to get subscribers, orders or an audience for your live events. Essentially, these clicks are the gateway to magnifying your revenue. 

It doesn’t stop here though. To further smoothen the caller experience, businesses are now trying to simplify even the most basic of functions—making a call. 

It is a good practice to make consumers self-sufficient by providing all-inclusive resources and support on your website itself. But that doesn’t diminish the need for a powerful calling solution like a click to call software tool. 

What is Click-to-Call? 

Click-to-call is a functionality of cloud telephony solutions. It enables callers to connect with businesses without actually having to dial them up. This solution can be implemented in the form of CTA buttons as well as call widgets. 

The device used to make the call often pulls up information from a database and dials the number. Yes, these are the same buttons that appear in your search results more often than not. 

For example, if you search for a bookstore near you, you get a list of various stores with buttons that signify dial, ‘directions’, and more. These dial buttons are all using click to call for fast dialing. 

Rings a bell, right? I am sure you already have used click to call via search engines. However, click-to-call would differ based on the device you are using. For example, if you’re using your smartphone, click-to-call allows you to connect with the agent directly. But if you’re browsing on a laptop, the same solution will let you save your contact details, and an agent will then reach out to you. 

Why is Everyone Talking About Click to Call Now? 

Firstly, because it is a convenient and easy tool for customers who are trying to reach your business––it works with almost all devices commonly used by them. 

Let’s look at some figures to understand more about click to call.

Customers are Still Calling

According to a study by Google, 61% of customers prefer to call a business even if online resources and knowledge bases are available. 

Mobile Searches Lure Buyers to Call

Another study by Google found that customers who use search engines on their mobile phones end up calling the business. Approximately, 70% of mobile searchers call a business directly using click-to-call buttons. 

People Get Frustrated When They Can’t Reach You

When people require information pertaining to your brand, they’ll look for the fastest medium to reach you. In fact, 47% of consumers say that they are likely to explore other businesses if they don’t see a Virtual phone number for business during their mobile search. 

Customers Often Make a Call with the Intent to Purchase

Consumers often have purchasing intentions while searching for your business online. Data suggests, 31% of customers who call during mobile searches are looking to purchase from your business. 

Phone Calls Are an Important Part of Purchase Decisions

It’s been found that 61% of customers find it extremely important to be able to get in touch with a business during their decision-making phase. 

Click-to-call is a powerful technique that minimizes customer effort, reducing friction between companies and potential leads. It helps you simplify the customer engagement process. 

Instead of memorizing a long and complex phone number, clients can simply tap a button to initiate a call. The call then gets transferred to the most relevant agent which results in quick query resolution. 

Cloud phone system providers like Acefone also provide advanced features with the service, including call tracking and recording, auto-notification SMSes, and much more. You can also enhance data tracking by allotting different numbers to each campaign and generating reports separately. 

With appropriate metrics in consideration, agents can tweak and refine their sales-pitch, and deliver better solution. 

The benefits don’t end here. Given below are some advantages that business leaders can make the most of by opting for click to call solution. 

a) Better Conversion Rates

Users who call your business via click-to-call buttons and mobile searches are, most likely, giving you the buying signal. 

These clients are ready-to-buy leads and are simply checking if your offerings fit their business needs precisely. Capture them immediately to increase conversion rates and customer delight. 

b) More Calls

Did you know that 90% of mobile searches lead to phone calls? You can capture more leads by implementing strong call-to-action strategies—click-to-call being one of them. 

You need to adapt to changing times and be present where your customers. In the smartphone era, that’s where you’ll find them––on their phones. So, be sure to establish your readiness to connect with the popular mediums at all times. 

c) Adapt to the Industry Needs

Designing an effective click-to-call strategy would also include knowing your audience in and out and understanding their buying patterns. 

88% of consumers searching for a local business end up connecting with one within 24 hours. Faced with such a short-term window, you need to be fully equipped with all the tools and techniques that improve client servicing. 

d) Enhance User Experience

The majority of customers expect a consistent service experience each time they contact your business—whether it is across devices or various mediums. 

Having solutions like click-to-call in place ensures your clients receive the same level of service every time they contact you, effortlessly and quickly. Minimizing their effort and smoothening the customer experience journey leads to a better brand image and, hence, happier customers. 

Applications of Click to Call 

Click-to-call functionality fills the gap between a missed opportunity and a happy customer. So, how can you set your business up to make the most out of this solution? 

Fortunately, implementing a click-to-call isn’t difficult. Here’s what you can do: 

Click-to-Call Links 

Simply convert written phone numbers into links which can be clicked by the visitors. Of course, it’s essential to test these links before they go live—placed, usually, on the sidebar or header of the webpage for clear visibility. 

You can allow c2c functionality for these links even with minimal coding knowledge. If you have a developer at your end, they will be able to get the job done in just a few minutes. 

Click-to-Call Buttons 

You can use a smartphone or a calling icon to link the click-to-call to your phone number. This is a more visually appealing alternative to the usual digits that customers encounter everywhere. 

Not only are buttons much more eye-catching than digits, they’re also easier to click on a smaller screen––making them perfect for users who prefer to use smartphones over tablets or laptops. 

Click-to-Call for Adverts 

If your business depends on Google AdWords, you can add a click-to-call button to your ads to make them more effective. These ads will then aid quick calling to the most relevant agent. 

Regular ad viewers prefer these types of buttons as they offer an easy way to reach out to businesses. Visitors need not take note of the required number as they can tap and dial easily. 

They also add up to the design of your ad as a clear call action. Not to forget—they’re great for design, offer clarity and enhance your branding. 

Enhancing CRM with Click-to-Call Integration 

Seamless integration is essential for every business, especially when it comes to communication. All of your systems and technologies must function cohesively, like a finely tuned machine. This is where integrating click-to-call with CRM can prove to be a game-changer.  

Here’s how it can take your customer interactions to the next level: 

Improves Engagement & Segmentation

Click-to-Call helps you call the right customers at the right moment. This happens with intelligent segmentation based on browsing behavior. You can also trigger calls based on time spent on a page or items in the cart, optimizing conversions. 

Gain Valuable Customer Journey Insights

With Click-to-Call, you can easily track customer interactions and understand where they need assistance. Identifying high-traffic web pages with frequent call requests allows you to optimize content and improve support. Your agents also get contextual information, enabling them to resolve queries efficiently and boost first-call resolution rates. 

Increase Conversions & Customer Contact

Click-to-Call simplifies the process for customers to reach you, leading to more interactions and higher conversions. Many mobile users prefer calling a business before making a purchase. By offering instant, real-time support, you can build trust and convert hesitant buyers into loyal customers. 

Enable Omnichannel Communication

Unlike traditional phone calls, Click-to-Call gives your customers the flexibility to connect via voice, video, live chat, or co-browsing. This seamless transition between channels improves issue resolution and enhances the overall customer experience. 

 Reduce Costs & Maximize ROI

Click-to-Call is a cost-effective solution that helps you save on traditional phone expenses, especially for international customers. This is because they can connect with your team without extra charges. By streamlining call handling and improving efficiency, you lower operational costs while boosting customer satisfaction and ROI. 

Final Words 

Even in the era of seamless website experience, your calling experience matters hugely. In fact, some may argue—now more than ever. 

Yet, most businesses still neglect even the simplest of things like giving multiple channels to customers to reach out to them. Click to call solutions aid seamless flow of communication. 

Take the leap now and upgrade to click to call powered by cloud telephony to make the most of your customer interactions. 

You can reach our experts and we’ll get you started with dedicated support. 

FAQ: 

 

A Click to Call API is a cloud-based solution that helps you integrate voice calling functionality into your website, app, or CRM system. With this API, prospects can initiate a call with a single click, eliminating the need to dial numbers manually. It connects customers directly with support agents or sales representatives, improving communication efficiency.  

 

Using Click to Call is simple. You can integrate a Click to Call API into your website or CRM. Customers click a call button on the website or app, triggering an instant connection between them and your team. Some solutions like Acefone also offer call scheduling and routing options.  

 

Click to Call are generally not free, as they rely on cloud telephony infrastructure. Some providers offer limited free trials, but you’ll have to pay based on call volume, API usage, or a subscription model. The cost varies depending on features like call recording, Zoho CRM integration, and analytics.  

 

Click to Call service enhance customer experience by providing instant, hassle-free communication. They improve lead conversion rates by reducing friction in customer interactions. You can also integrate them with CRM systems for better customer insights and personalized service. Additionally, they enable call tracking and analytics to optimize sales and support strategies. 

 

To set up Click to Call, choose a reliable solution provider offering API integration. Embed the API into your website, CRM, or mobile app. Configure call routing to ensure calls reach the right department or agent. Customize the interface, set business hours, and enable features like call recording and analytics. Test the cloud phone system for seamless functionality. Once live, businesses can monitor performance and optimize based on user behavior and call data to improve engagement. 

If you select a provider like Acefone, you can get it pre-configured. 


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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

Conversational AI – 5 Ways Its Changing Customer Service

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Conversational AI has seamlessly become an integral part of our lives over the last few years. Devices like Alexa and Google Home are used by most people alongside voice-activated systems in cars and smartphones. 

As artificial intelligence becomes more common in our day to day routines, it’s inevitable that technology will also become a vital part of our business interactions. Customers today want quick and easy conversations with agents. This is where conversational AI comes in––it can be a great way to provide excellent service to customers at minimal cost and effort to a business!

In this article, we will explore some of the many ways conversational AI is changing customer service for businesses.

Customer service teams are becoming more efficient

One way in which conversational AI is already impacting customer interactions is that it is making customer service delivery much more efficient. Leveraged correctly, technology allows you to automate the processes that your customers go through. This frees up your support team to focus on their product knowledge and deliver amazing service to customers with more complex needs.

You also have the option of using the IVR (Integrated Voice Response) feature with your Acefone cloud phone system. The IVR system allows customers to communicate their queries to AI, through either speech or using their keypad to select options. 

This eliminates the chances of callers getting routed to the wrong agent or department.  Thus, neither do you agents spend unnecessary time on transferring calls to the right destination, nor do your customers have to wait too long for a resolution––a win-win situation!

Conversational AI bots also speed up the resolution process by analysing transcripts from previous interactions and offering appropriate suggestions. No more do agents need to spend time going through customer history to get themselves up to speed before engaging in a support conversation.

Not only does this elevate customer experience, it also helps businesses retain customers who may have had a bad experience and are already short on patience.

After all, your staff can achieve peak efficiency only when the processes are efficient. When their time is utilised appropriately, agents deliver better support and also have enough time to upsell products or build better customer relationships.  

Access to more analytics than ever before

Using conversational AI in your business can give you access to the analytics you’ve not had before. You are better informed about frequently asked questions and can accordingly plan your website and marketing collaterals to clear these doubts even before your customer picks up the phone. 

You can also see the language your customers prefer to use, and create marketing strategies that speak to your audience on their level rather than using professional and formal language to attract them.

Correct use of conversational AI can open up plenty of opportunities for your business. You can personalise marketing campaigns and create a great relationship with customers based on what they are actually saying to your business.

Drive sales with personalisation

When you have access to more data insights, you can customise your AI to cater to the needs of your customers better. This is called conversational commerce.

Conversational commerce uses data from customer interactions with conversational AI software to make personalised recommendations that may benefit the customer. It also helps businesses forge meaningful relationships with customers on a larger scale.

All this can take place on a platform most convenient for customers––their smartphones. By taking these personalised recommendations from your AI analytics to the customer wherever they are online, you can drive sales without your agents even having to pick up the phone and call prospects.

When you drive sales in this manner, you only get calls from already warm leads. Thus, your customer support or sales team can simply pick up where the AI left off.

Reduce contact center waiting times

We all know from experience that being made to wait during a support call can be highly frustrating. Your customers don’t feel confident that they will be able to reach you instantly should they encounter any issues. Reports of such long wait times lead to negative word of mouth and, ultimately, adversely affect your sales.  

This can be combated by using conversational AI. The technology will help solve many customer issues before they need to speak to someone from your team. According to Cloudtask, chatbots are able to meet the expectations of the customers, deliver immediate response, and successfully resolve 80% of issues. 

This is a great way to lower waiting times and handle large call volumes. It also ensures that customers are impressed by the speed with which you resolve their queries. And happy customers are likely to spread the word to other potential clients too. So, by doing something simple, you could open up your business to many more referrals.

Not only will customers be happy, but your team will also be pleased. Satisfied agents deliver better customer service and are less likely to handle calls uninterestedly. Staff can take their time with each customer without having to worry about backlog or rushing through the call, leaving less room for error.

Provide 24/7 customer service

With online shopping becoming more and more prevalent, clients expect you to be available at all times. Having customer service teams available 24/7 can be costly and may be impossible for smaller businesses to manage. A simple way to ensure that someone is always there when your customers need information is to deploy conversational AI.

Whether a client is browsing and has a question or needs some support with a product––conversational AI can be used to ensure that all no questions go unanswered. And while artificial intelligence may not be able to answer more complex queries, it can still be used to register customer queries and record call back information. 

This allows your customer service team to follow up at the earliest convenience and takes away all the effort the customer has to make. As a result, your business comes across as much more professional. This is sure to leave a great impression of your company and allow for a fantastic customer experience.

Conversational AI is great when it comes to delivering exceptional customer service at scale. It frees your customer service team up and makes them much more efficient and less stressed than if they were working without the AI backing them up. More often than not, several enquiries can be solved without the customer having to speak to a live agent. 

Conversational AI also ensures that questions are answered quickly and customers still feel like they have had a great and personalised interaction with your business.

To find out more about conversational AI and how it can help your business, call our team today on 1888-859-0450 or send us an email at [email protected].

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

How Is Video Customer Engagement Revamping Contact Centres?

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Yukti Verma

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category Contact Center calendar January 15, 2021 clock 6 mins read eye Reads: 448

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Contact centers have run largely the same way for years. However, the COVID-19 crisis forced them to change the way they operate almost overnight. Managers had to implement new ways of working and communicating with customers online, and this, in turn, has led to more companies considering alternative methods of communication to continue after the pandemic subsides.
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This shift towards digitally focussed call centers has brought in the video as a powerful tool for communicating with customers. This article will explore how video as a customer engagement channel is revamping call centers as we know them.

Keep communication flowing through social distancing

Social distancing will be around for some time now. Face-to-face meetings are often inconvenient and difficult to organize with people based in diverse environments. Social distancing makes it difficult to cultivate personal relationships with clients, especially if you only have voice transmission tools at your disposal. 

Video customer engagement helps keep communication flowing even through times when social distancing is key. Video calling potential customers give you the chance to forge personal relationships by seeing the customer’s face. While showing the customer that you care about getting to know them, you are also showing that you take their safety as a priority by conducting your meeting virtually.

For many, it is much easier to communicate over video call where you can see visual cues. It can also help build their trust if they can put a face to your name, and shows them that they have a point of contact for any issues or questions they may have in the future.

Video shows customers you are adaptable

Call centers that have embraced the digitalisation trend and have implemented video customer engagement channels into their communication strategies have shown customers that they can adapt even in times of great uncertainty. 

Adopting the latest technology shows that your call center is cutting-edge and that your business isn’t stuck in its ways. Showing that you can embrace change and have already made efforts for the benefit of customers makes you much more trustworthy. It also gives clients faith that your business will be there for them throughout troubling times. 

No one knows what the future holds for call centers, but a business that is adaptable and uses technology to its advantage is more likely to be a success going forward to a post-COVID-19 world.

Video can make your call center more effective

If you’re dealing with onboarding customers, you’ll face lengthy email threads, ID checks, credit applications, and much more. This is time-consuming and often spans over several channels, leading to errors along the way or messages being lost in translation.

Using video customer engagement, your call center staff can perform ID checks, complete applications, and explain onboarding processes to your customers in a single stage. With the help of an ai video creator tool, businesses can streamline these interactions by generating automated video guides, making explanations clearer and more engaging. As communication is much easier when you’re facing one another, you get more value out of the conversations. You may even find that customers will volunteer more information, which can be noted on Acefone’s online portal for future reference and used to provide highly personalised service. 

Keep queues to a minimum

If you have physical offices, customers can no longer just walk in and speak to the staff. This means that your call center could be flooded with calls that ordinarily would have been dealt with in your branch office. 

In that case, your call center staff could become overwhelmed and customer service will be sure to slip. Video customer engagement can help combat this by taking some of the strain away from your phone lines. 

Employees can dedicate their time to booking video consultations with customers who may need a little more help or those who would ordinarily have come into your office. This reduces the number of people waiting on your phone lines and your staff is free to deal with enquiries that can be resolved through the phone.

With video consultations, your call center can run much more smoothly and every customer will continue to receive great service.

Video can help boost sales

When issues arise, customers prefer to interact with a real person rather than a bot or faceless voice. If they find you while researching your product, you can actively engage them in conversation, offering a video demonstration or consultation to explain the benefits of your offerings. 

Actively engaging with customers and having a real conversation, rather than passively messaging them or relaying information over the phone, can keep customers more engaged and lets them ask more questions. 

Video engagement also gives you the chance to show off your products in a unique and highly expressive way. Your agents can essentially become your brand ambassadors and boost sales by engaging clients while showing your USPs. 

By engaging via video early in the sales process, your call center team is building a relationship with the potential customer from day one. Customers will feel valued as someone is taking the time to video call them, and will have more trust and confidence in your company when you give them a contact who they have met virtually

Video makes problem-solving easier

There is nothing more frustrating than miscommunication when a customer faces an issue. The staff could misinterpret the problem or give answers that are too technical for the client’s understanding. Either way, these miscommunications lead to dissatisfaction on both sides.

Using video customer engagement, your call center staff could see the problem for themselves and talk the customer through fixing their own issues. It is much easier to follow what someone is telling you when you can see their face and other visual cues. That’s why video is the perfect way to deliver complex troubleshooting in an accessible way.

Your agents will also have the opportunity to gauge a customer’s technical ability by conversing with them and will be able to adjust their language and explanations accordingly. Over the phone, this can be quite difficult. However, personal interaction via a video call makes it easier to foster an understanding. 

Conclusion

Video customer engagement is a great way to start creating more personal connections with customers by contacting your call center. There are plenty of exciting ways in which your staff can embrace technology and connect with customers, and COVID-19 has brought the use of the technology to the forefront. 

Customers are starting to expect these solutions in businesses they deal with, and not adopting new ways of working could cost you the customers in the long run. It’s time to get with the times and give your consumers the best service that they deserve.

To find out more about video customer engagement and Acefone’s hosted phone systems, call us today on 1888-859-0450. Our experts will guide you through everything you need to know.

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Everything you Need to Know About Call Whispering

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Acefone Editor

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category Contact Center calendar January 14, 2021 clock 5 mins read eye Reads: 700

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“The first step in exceeding your customer’s expectations is to know those expectations.” –Roy H. Williams, Author and founder of the Wizard Academy Institute.

As per a Walker study, customer experience will overtake product and price as the key differentiator at the end of 2020.

Businesses, even after understanding the value of customer expectations, often fail to build on them. Making that extra effort to know your audience better can make all the difference to sales, revenues, profitability, and more importantly, consumer loyalty.

However, this is easier said than done, as one has to build buyers’ personas, follow them closely, gather feedback, and stay connected. Even if you stay ahead on all these fronts, ensuring that these insights reach all your customer handling agents is a challenge.

Thankfully, modern call centre solutions solve this problem. With the right kind of features, agents are to be able to deliver the highest levels of customer satisfaction.

One such tool is calling whispering. It is a powerful cloud telephony feature that aids agents in delivering satisfactory support, improves team performance and enhances business reputation.

But before you start looking for a solution that offers this feature, it is important to dive deep and understand the value it can add to your business.

So, let’s take a closer look.

What is Call Whispering?

Essentially, call whispering is a feature that lets your managers monitor call center agents as they converse with callers. With this tool, managers are able to do two things––firstly, track the performance of experienced agents; and secondly, they can coach and assist new recruits.

The best part? Only the agents hear the whisper and the callers never come to know anything about it.

Apart from supporting agents while handling customers, the whisper feature can also be used to brief agents before they get into support calls. This will equip them with important customer information and help them stay a step ahead.

For callers, this means quick query resolution and higher satisfaction without the hassles of repetitive questions and the friction of the process.

How does Call Whispering Work along with other Call Centre Features?

According to a study by Harvard Business Review, employee performance greatly depends on their satisfaction levels. Satisfied people showed 16% better performance as compared to those who are dissatisfied. Further, they also demonstrated an impressive 32% increase in commitment levels and were 125% less likely to experience burnout.

When it comes to increasing agent satisfaction, everything boils down to excellent training. Call whispering serves as a reliable tool that increases their confidence and job satisfaction levels, and the results reflect in their performance. Here are some ways you can use this feature as an element of customer support best practiceshence boosting customer experience and overall satisfaction.

  • Call Monitoring: You can use it along with call whispering. Listen in on calls and understand how individual agents are handling customer queries. Jump in and whisper advice if the agent appears in need of assistance or if the call does not seem to be going right.
  • Call Barging: It helps managers or experienced executives to take over during a support conversation if the query is too complex or the caller is too upset. This feature helps businesses enhance their first call resolution and elevates customer satisfaction levels.
  • Call Recording: Managers can access call recordings where they used call whisper to show agents how to best leverage the feature. And this knowledge can be imparted to, both, new and experienced agents. Real-life examples serve as excellent tools to help people understand how they can handle challenging situations.

How does Call Whispering Benefit Businesses?

Maintaining a successful team of call center agents is a massive challenge, especially in a competitive landscape. Even one below-average support call can lead to the loss of a customer forever.

You will have to think beyond just giving your agents a script or telling them how to handle the impatient callers. The need of the hour is high-quality training that makes them adept at customer service or sales techniques.

Call whispering offers extensive benefits in this context, some of which are mentioned below:

  • Helps train new recruits who are still learning about the brand’s tone of voice, customer expectations, and common or complex queries
  • Enables coaching of the existing team members who may be struggling to deliver as per the company’s standards
  • Empowers managers with an effective tool that enhances the team’s overall communication skills
  • Gives managers the opportunity to barge in and help agents handle challenging clients or solve complex problems without wasting time
  • Supports the initiative of creating a valuable team that has the potential to convert new leads and retain existing clients

Which Businesses can Benefit from the Call Whispering Feature?

Call whispering is an advanced feature that can serve immense benefits to any organisation which has a customer-facing call center to handle sales or support functions. Also, it makes for a wise investment for businesses that run multiple campaigns simultaneously.

E-commerce marketplaces, educational establishments, healthcare organisations, and helpdesk and support centers are also good candidates for a call center solution empowered with this feature.

Why should a Business Embrace Call Whispering right now?

Sales and customer support calls can be far more challenging than you think as customers are conscious now more than ever. Every call is different, and the way your agents handle them has a far-reaching impact on the reputation of your business.

Customer satisfaction depends on the words, tone, and interactions of call center agents. So, it makes sense to go the extra mile with their training and preparation for customer handling.

Call whispering is a win-win-win feature for everyone—businesses, agents, and callers. For businesses, it cuts down the sales cycles, increases close rates, and drives conversions and retention.

Moreover, agents become more confident with better training and assurance that they will indeed get help when they need it. Their performance improves, and they tend to be more loyal and committed to their role. re perhaps the biggest winners, though, because they get an incredible experience with every call.

A Final Word 

Now that you understand how valuable call whispering can be, the next step would be to find a call center solution that offers this feature.

Acefone is a reliable cloud call center service provider you can trust to take your business to new heights. Our holistic solutions will empower your business with features like call whispering and much more.

Looking to empower your business, agents, and customers with call whispering? 

 

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

How To Get a Free Phone Number Set Up on Your Business Phone?

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Kritagya Pandey

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category Free Phone Numbers calendar January 13, 2021 clock 2 mins read eye Reads: 483

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Toll Free numbers are essentially business phone numbers that allow customers to call a business for free. These numbers are made up of three-digit prefix codes, that are, 800, and 808 in the United Kingdom.

Why does your business need free phone numbers?

1. Impart a professional edge to your firm

Showcase your professionalism by adopting a reliable and credible 0800 number. It offers you a sense of familiarity that makes you more approachable. With vanity and local numbers, you can reach out to your customers professionally and efficiently. 

Call forwarding options to let you redirect customer calls to the most suitable agent and department. 

2. Build a brand image

Make it easier for people to contact you by deploying vanity and local numbers. While the former is easy to remember (for example online cab booking services can deploy a vanity number like “0800-CAB-RIDE”), the latter creates a local presence that helps you gain trust. 

3. Efficient marketing tools

Free phone numbers can be used to create effective marketing campaigns and boost your sales. Billboards, print ads and online ads can all include a free phone number for reach. Thereby, you can increase the call volumes, sales and ROI. 

4. Easily portable

One of the biggest advantages of using a free phone number for your business is that you can expand or relocate anytime without having to change your business number. This means, if you shift your base to even a totally remote location, your sales will not be affected and customers can continue contacting you on the same number. 

How to get a free phone number for your business?

Break down the barriers between your business and customers by using Acefone’s free phone numbers. Our 0800 numbers come embedded with all the necessary features that you will ever need to upscale your business. 

Let’s walk through the infographic to understand how to get free phone numbers for your business. 

How To Get a Free Phone Number Setup On Your Business Phone - Infographic

To know more contact, [email protected] or dial 1888-859-0450 and we’ll be right with you.

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Kritagya Pandey is a creative and technical content writer, editor, and strategist. She has been writing on customer experience, customer service, artificial intelligence, cloud communication, and more. She invests her time researching the current business, market trends, and studying about social media strategies.

51 Customer Service Quotes That Will Inspire You and Your Team

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category Operations calendar January 12, 2021 clock 8 mins read eye Reads: 836

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Every business aspires to deliver seamless customer experiences. However, it isn’t always possible to strike the right balance between business needs and goals.

It is always a good idea to get inspiration from what others have found to be useful or moving. 

Here, we have listed a few motivational quotes that have helped encourage customer service teams during tough times. Have a look at them and find your inspiration too.

1. Quality in a service or product is not what you put into it. It is what the customer gets out of it.Peter Drucker, management consultant, educator, and author

2. Make a customer, not a sale. Katherine Barchetti, upscale retailer 

3. There is a place in the world for any business that takes care of its customers – after the sale.Harvey MacKay, businessman, author, and columnist

4. You’ll never have a product or price advantage again. They can be too easily duplicated. But a strong customer service culture cannot be copied.Jerry Fritz, founder of Garden Design and motivational speaker

5. “How you think about your customer influences how you respond to them. Marilyn Suttle, business leader, public speaker, author, and success coach

6. “A brand is no longer what we tell the customer it is – it is what customers tell each other it is.Scott Cook, businessman, and co-founder of Intuit 

7. “If you are not taking care of your customer, your competitor will.Bob Hooey, motivational speaker, author, and success coach 

8. “Courteous treatment will make a customer a walking advertisement.J. C. Penny, businessman and entrepreneur, founder of J.C. Penney Stores 

9. “The customer is why we are here. If we take good care of them, they’ll give us good reason to come back.Jenny McKenzie, businesswoman, and owner of Brightway Insurance Agency  

10. “The goal of a company is to have customer service that is not just the best but legendary.Sam Walton, businessman, entrepreneur, and founder of Walmart

11. “Just having satisfied customers isn’t good enough anymore. If you want a booming business, you have to create raving fans.Ken Blanchard, author, business consultant, and motivational speaker

12. “Customer service should not be a department. It should be the entire company.Tony Hsieh, Internet entrepreneur and venture capitalist

13. “The sole reason we are in business is to make life less difficult for our clients.Matthew Odgers, founder of Odgers Law Group

14. “People will forget what you said. They will forget what you did. But they will never forget how you made them feel.Maya Angelou, civil right activist, poet, and memoirist

15. “Imagine your customer is your best friend—listen to their concerns, be a shoulder to lean on and then shift the focus from what went wrong to how you can help make it right.Rachel Hogue, founder of Dogwood Designs

16. “Customer service is about empathy.Chaz Van de Motter, co-found and CEO of Social Cycle

17. “Go beyond merely communicating to ‘connecting’ with people.Jerry Bruckner, author and publisher

18. “Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.Lauren Freedman, entrepreneur, writer, activist, and voice actor 

19. “Customers often know more about your products than you do. Use them as a source of inspiration and ideas for product development.David J. Greer, author and co-owner of Robelle 

20. “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.Kevin Stirtz, author 

21. “Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral.Rick Tate, co-founder of ThinkIT 

22. “The best advertising you can have is a loyal customer spreading the word about how incredible your business is.Shep Hyken, customer service expert and keynote speaker 

23. “One of the greatest gifts you can give to anyone is the gift of attention.Jim Rohn, entrepreneur, author, and motivational speaker

24. “Your most unhappy customers are your greatest source of learning.Bill Gate, business magnate, philanthropist, and founder of Microsoft 

25. “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.John Russell, President of Harley-Davidson

26. “Being on par in terms of price and quality only gets you into the game. Service wins the game.Tony Alessandra, Internet entrepreneur, business author, and hall-of-fame keynote speaker

27. “Happy customers are your biggest advocates and can become your most successful sales team.Lisa Masiello, author, marketing expert, and founder of TECHmarc

28. “When you assume negative intent, you’re angry. If you take away that anger and assume positive intent, you will be amazed.Indra Nooyi, business executive, former chairperson and CEO of PepsiCo

29. “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.Jeff Bezos, business magnate, internet entrepreneur, industrialist, media proprietor, investor, and CEO of Amazon

30. “Customer service shouldn’t just be a department; it should be the entire company.Tony Hsieh, Internet entrepreneur and venture capitalist

31. “Instead of focusing on the competition, focus on the customer.Scott Cook, businessman and co-founder of Intuit

32. “It’s through vulnerability that human beings create connections. The more vulnerable we can be with one another, the more that we’ll trust one another and the more we’ll be able to collaborate effectively.Neil Blumenthal, co-founder of Warby Parker

33. “Service, in short, is not what you do, but who you are. It’s a way of living that you need to bring to everything you do if you’re to bring it to your customer interactions.Betsy Sanders, business speaker, author, and former GM of Nordstorm

34. “To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behaviour is embraced by most of the winning companies. Colleen Barrett, Southwest Airlines President Emerita

35. “To give without any reward, or any notice, has a special quality of its own.Anne Morrow Lindeberg, Author, and Aviator

36. “Most people spend more time and energy going around problems than in trying to solve them. Henry Ford, founder of Ford Motor Company

37. “We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better. Jeff Bezos, founder of Amazon

38. “Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way? Jeffrey Gitomer, Author, and Professional Speaker

39. “If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune. Jim Rohn, Author, and Motivational Speaker

40. “You don’t earn loyalty in a day. You earn loyalty day-by-day. Jeffrey Gitomer, Author, and Professional Speaker

41. “Our greatest asset is the customer! Treat each customer as if they are the only one! Laurice Leitao, Customer Service Professional Sera Care Life Sciences

42. “Your ability to communicate is an important tool in the pursuit of your goals, whether it is with your family, your co-workers or your clients and customers. Les Brown, Author, and Motivational Speaker

43. “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. Mahatma Gandhi, anti-colonial nationalist, and political ethicist

44. “Service is the rent we pay for being. It is the very purpose of life, and not something you do in your spare time. Marian Wright Edelman, Founder Children’s Defence Fund

45. “A satisfied customer is the best business strategy of all. Michael LeBoeuf, Business author, and former management professor

46. “Bottom-line obsession comes from turning the pursuit of money into a God and forgetting the real master your business serves: The Customer. Michael Shevack, Executive Coach

47. “How you think about a problem is more important than the problem itself—so always think positively. Norman Vincent, American minister, and author

48. “It is not your customer’s job to remember you, it is your obligation and responsibility to make sure they don’t have the chance to forget you. Patricia Fripp, Professional Keynote Speaker

49. “When you make a mistake, there are only three things you should ever do about it: admit it, learn from it, and don’t repeat it. Bear Bryant, Former College Football Player, and Coach

50. “Until you understand your customers — deeply and genuinely — you cannot truly serve them. Rasheed Ogunlaru, Author of Soul Trader

51. “Inside of every problem lies an opportunity. Robert Kiyosaki, Author of Rich Dad Poor Dad

To sum up

Exceeding expectations differentiates your company from its competitors. Hopefully, these motivational quotes will not only boost your confidence but allow you to foster a positive environment for your team as well. Remember, a happy, motivated team will ensure elevated customer interactions every time. 

At Acefone, we believe in providing only the best for your business. Connect with one of our experts at 1888-859-0450  and get a customer interaction solution for your company. You can also send an email at [email protected].подать онлайн заявку на займ

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

Automatic Speech Recognition: The Next Step In Contact Center Solutions

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category Contact Center calendar January 11, 2021 clock 6 mins read eye Reads: 685

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Technology is ever-evolving, and every few days, there’s the next big thing that’s making waves. Contact center technology, too, has discovered its game-changer––Automatic Speech Recognition (ASR). 

With advancements in time and innovations such as machine learning, big data, and artificial intelligence, ASR has become the edge that businesses need. Most hosted phone system can have the ability to integrate ASR. It enables agents to understand words with their intent and allows them to study the emotions and understand the nuances of what the customer is saying.

Embedded with the Interactive Voice Response functionality, ASR empowers agents to put their best foot forward and improves the support experience for customers.  

This article will explore what automatic speech recognition is and how it can be the next step in contact center solutions.

What is automatic speech recognition?

Speech recognition gives your cloud phone system the ability to recognize spoken words. 

More often than not, speech recognition software is deployed in contact centers owned by large businesses. It creates a wave file of the words spoken by the customer which it then breaks down to phonemes––basic building blocks of language. The software then analyses phonemes to make sense of what is being said.

Automated speech recognition software give businesses access to detailed speech analytics so you can get insights into what customers are calling about, their general sentiments and learn more about the language they use. You can use these insights to train your agents and improve your customer service operations.

The software has developed substantially in recent years. There was a time when it was a source of frustration for customers, as older systems didn’t do a very good job of recognising language. Now, it saves time for both customers and staff alike.

The technology can also help automate your workflows. Working across all your systems, voice recognition often replaces the need for typing with the usage of speech. Thus, tasks like adding notes to a customer’s account using natural language will take lesser time

Furthermore, you will be able to manage different elements of your workflow via speech, saving substantial time. This will help you provide quicker and better service to your clients.

How can automatic speech recognition develop your contact center?

There are a number of ways in which ASR can take your hosted contact center to the next level and help you improve customer experience at the same time.

1. Enhance your analytics

By using automatic speech recognition, you can enhance your analytics and detect trends in customer enquiries. For example, if you look at customers queries coming through the hosted phone system, you can identify patterns in the questions that your callers ask or the issues that they face with your products. 

These insights are invaluable and can be used to make changes based on real customer insight without any extra costs or added efforts.

If you find that a certain question is often asked, you can add it to your frequently asked questions list and make it available to customers through the IVR so they don’t need to wait for the answer. These queries can also serve as feedback, allowing you to act accordingly and show customers that you really care about their experience.

The technology also helps cloud contact center providers to analyse and understand the sentiments and tones of customers, thus ensuring better response.

2. Call routing

Automatic speech recognition provides call routing service that let callers route to the correct department quickly. Often, when given the choice, callers will select the wrong department for their enquiry. But, automatic speech recognition takes that decision out of their hands and you decide where they are routed based on what they have said.

When programmed correctly, customers can tell the automatic speech recognition system exactly what their query is and can be directed to the most suitable agent. There is nothing more frustrating for customers than being passed from agent to agent and having to repeat their enquiry multiple times to get an answer. 

By using the technology of speech recognition, you are able to solve more customer issues right away without customers being passed around and clogging up your phone lines unnecessarily.

3. Lower agent’s workloads 

With automatic speech recognition, customers will be able to have more human-like conversations with the automated system. This means that often their queries will be answered and they’ll get access to important information even before they speak to an adviser.

This frees up agents to focus on bigger issues which may arise and allows them to provide exemplary customer service. For customers who are dissatisfied with your services, giving them extra support can only benefit your business.

Moreover, staff that handles sales-based enquiries will be able to focus more on nurturing leads and closing deals, leading to higher profits for your business. Ultimately, you’ll achieve great results for, both, customer retention and customer acquisition. 

4. Automate more of your processes

Appointment bookings, identification verification, and many other crucial processes can be automated with the help of ASR. While these processes are integral to your business and ensure that you stay compliant with regulatory requirements, they can often be tedious and time-consuming.

Automating most of your operations with ASR will help you save on time and resources. 

For instance, you can fully automate your appointment scheduling system with the help of ASR. So, when a client calls you to book an appointment, all they need to do is speak the name of the doctor, choose a time slot, and confirm. And all this can be done without any human intervention.

With advancements in the technology surrounding automatic speech recognition, there are so many opportunities for businesses to take advantage of. Automation helps both customers and businesses save time and money, and will certainly help your customer service team with their workload too.

5. Greater efficiency for your contact center

Sometimes, agents may end up wasting valuable time searching for documents or completing tasks which could really be automated. Automatic Speech Recognition can be used to help divert calls to the correct place using your voice, or perform essential tasks. 

Using speech in this manner will free up agents to focus on more important tasks, ultimately increasing their efficiency and productivity, and saving the firm’s money on hiring extra agents. 

Not only do you become more efficient as a contact center, but you also deliver better customer service as a result.

Whatever you use them for, automatic speech recognition systems make the communication of important information much easier for businesses.

Automatic speech recognition is already an integral part of contact centers operations all over the world. The time it saves your agents and customers, and the insights it can bring can be invaluable to cloud contact center managers. It can also help customers be more satisfied with their service and can present opportunities for further sales and increased profits!

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.