Large enterprises spend millions trying to attract customers, only to spend millions turning them away in the contact centre. Here lies an opportunity for SMBs.
After all, beyond the numbers on dashboards wait restless human customers with real problems.
Yet, big business often forgets this, serving up call containment strategies that offer little chance of escape, disconnected bots, and wait times swirling out of control.
By going against the grain, SMBs can seize the chance to strengthen relationships, cross-sell, and upsell – without adding to operational costs.
Here is how they can do precisely that, stand apart from more prominent businesses, and impress customers with the unexpected.
Don’t Let Lost Customers Slip Through the Net
Like most CX strategies, this starts with data. Of course, most SMBs cannot afford a large-scale analytics system, or the resource to mine the data. Yet, there are niftier insights engines that these businesses can utilise.
Akixi is a prime example, offering SMBs an easily customisable analytics tool that does not require resident teams of data analysts to uncover insights.
With the solution, businesses can track more than 400 metrics and 20 reports, with one of those being a lost call report. This report can help SMBs deliver the unexpected.
Indeed, by tracking people who abandon before speaking to someone, SMBs can attempt to recapture lost callers, adding call-backs into daily workflows.
"Get a second chance to make a positive first impression," says Colin Gill, Head of Product and Solutions at Akixi.
Seize these call-back opportunities, surprise customers who are used to being ignored by big businesses, and use your agility to win and retain customers.
Moreover, with Akixi, brands can prioritise the most urgent and possibly lucrative conversations, with complete visibility over missed calls in real-time.
Leaders can then add those with the most potential value to call schedules in the quietest times of the day, which Akixi will also spotlight.
While this strategy has a cost aspect, it paves the way for competitive differentiation.
In addition, as one-third of SMBs say serving more customers is the primary goal behind their current technology spend – according to Gartner – this opens up an opportunity to achieve that.
