There’s a good chance you’ve had a poor experience when calling a company: an irritating AI-generated or automated attendant, long hold times and even rude, poorly trained customer service representatives (CSRs).
If any of those sound familiar, you know how frustrating they can be and how they make you feel about the company’s brand. And you certainly don’t want YOUR callers dealing with similar situations.
But are they?
When you prioritize an on-brand, caller-first approach to the caller experience, you’ll build trust and improve the likelihood of conversion, retention or growth in wallet share.
Why Does the Caller Experience Matter?
For many organizations, the first opportunity to deliver on brand promises occurs the moment a prospect or customer calls.
This first interaction, and every encounter after, will stick with your customers, so it’s important to meet or exceed expectations.
How to Improve Your Brand’s Caller Experience
Provide Consistent Training
Prepare your front-line phone staff with the knowledge and skills they need to serve your customers. Provide them with your organization’s official brand guidelines, allowing them to understand the words and tone you want and those you don’t want associated with your brand. To deliver the ideal solution, team members should be trained in active listening and empathy to make sure every caller feels truly heard.
Use Caller Experience Marketing Strategically
You can make the most of the time your callers spend in queue or on hold by providing audience-focused messaging that informs or even entertains. It’s an opportunity to deliver content that helps expand awareness of all the ways you can help callers while confirming for them that your company is the right choice to serve their needs.
It’s important to update content regularly too so callers aren’t forced to listen to the same audio repeatedly.
Develop Content Based on Your Brand Personality
What would you like your brand to sound like? If it were a person, how might it speak with your customers? Translating those qualities into your messaging allows you to create caller experiences that resonate with the rest of your marketing content. It’s an opportunity to build emotional connections with your clients even when you’re not talking directly with them.
You can also stand out from the sea of traditional caller experience messages by using humor to surprise and delight your customers and shorten their perceived hold times.
Build a Caller Experience That Serves Your Audience
With Caller Experience Marketing, you have many opportunities to connect with your customers on a higher level. BusinessVoice is our in-house agency that provides innovative CX services including Caller Journey Design and Development, Caller Experience Auditing and ongoing Scoring, On Hold Marketing, Caller Experience Training and more. Get in touch to learn how we might help your organization stand apart.
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