How to base your phone system around the ‘customer journey’
Understanding what your customers want is key for your business. Regardless of how good your business model is, or how much money you have invested into your customer services call centre, your business will not be successful unless you understand what the customer wants, needs and expects from your firm.
A great way of examining this is through understanding the ‘customer journey’.
What is the customer journey?
The customer journey is a way of mapping how clients become aware of your brand, and all of their interactions with you until the point of purchase, and potentially beyond. It’s a way of understanding the significant steps customers will take including initial interaction, follow up actions, introducing the sale, overcoming objections and closing the sale.
By viewing each of these as a distinct stage in an overall process, you can analyse your own systems and actions at each of these stages, examining the efficiency of each of these, while also highlighting areas that could potentially be worked on.
For example, if you find that customers are responding well to your online marketing strategy, and are following links to your website, but this is failing to transfer into actual sales, you know at what point of the process the customer journey is beginning to break down. In this case, it would be worth examining where the links take you and the set up of the website – it may be that an updated website and an overhaul of your checkout processes could allow the customer journey to be completed, turning potential customers into paying customers.
Your customer journey and your phone system
Your phone system plays a key role in helping give customers the best possible service. Many customers still prefer to make inquiries over the phone, so it’s vital to have a phone system which allows for easy communication between customers and your business. In addition, businesses reach for the phone if they need to solve any urgent problems for customers, such as tracking orders, solving complaints, or contacting an external Epos service. In businesses which rely heavily on telecommunications, it may well be worth investing in a VoIP system to help increase your efficiency and flexibility. Therefore, in order to ensure that you can support the customer journey, your phone systems need to be reliable and effective.
At Reliance Networks, we pride ourselves on offering high-quality telecommunication services and solutions to our clients. We offer bespoke and tailored solutions, so can meet all of your business needs. For more information, please contact us on 01625 466600.