Understanding the true nature of your customers’ needs
Providing great customer service is always a topical subject for businesses. Understanding the true nature of your customers’ needs is not always straightforward, but Matrix Telecoms can deliver communications solutions that can help you to raise the standard of your customer service and combat the claims of your competitors.
Answering the call quickly
Call queuing and menu driven systems, which connect the caller to the correct department based on their numeric selections, can be enormously effective if configured correctly but equally frustrating if the opposite is true. Matrix Telecoms can advise you on how to ensure that your customers appreciate your endeavours to connect them to the right department.
How busy are your lines?
Matrix Telecoms can arm you with detailed call statistics that can alert you to the performance of your office and mobile telephony, so we can help you to analyse what is really happening and propose solutions that will provide the most positive customer experience. You may need the capacity to overflow calls to home based workers, or balance the inbound call load between your offices at peak times – our inbound call management solutions will make all this possible and place you in control through a web based portal.
Talk not tones
By designing hunt groups, you can make sure that inbound calls are sensibly distributed across your organisation and that calls can overflow to other departments at peak times. Therefore, your customers always speak to one of your team, rather than listen to an engaged tone.
Service on the move
Smartphones, mobile data devices for laptops and tablet computers make information available on a 24/7, location independent basis. Matrix Telecoms will remove the bewildering complexity and work with you to identify the best solution for your specific requirements. Matrix Telecoms can propose home working solutions that will guarantee staff can work as effectively as if they were in the office, with dedicated voice and internet connectivity that mimics the features that you have access to in the office.
Training your team
By recording your calls, you can help staff to improve their call handling skills and also pinpoint where product knowledge needs to be enhanced through further training. The end result is a smarter organisation, which will keep more customers and make more profit.