Tools to attract and retain customers

You know that Efftel services are a powerful toolbox that can give you more and happier customers, right?

Here we describe some of the tools available for increasing sales and improving customer service:

Basic functions for everybody
Queueing/ACD
Call attendant support functions
External answering service
Integration with CRM and other systems
Tools to enable more sales calls
Keypad menus/IVR
Call recording
Contact center support
Solutions if you have customers abroad
More info/questions

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Basic functions for everybody

If you don’t bother with anything else we’re talking about here, be sure you are at least making the most of the basic functions.

You probably already know that any employee is free to choose whether to take incoming calls on a mobile phone, a computer with a software phone and/or a land line. No matter where you are working, you never have to miss a call, and you can take them whatever way is most convenient for you.

If you can’t answer because you’re busy or you’re already on the phone – redirect calls with the call forwarding function so customers are always treated right! It’s easiest to do this using our mobile app.

By setting up a hunt group, several colleagues can work together to ensure that somebody always answers calls to a particular number. It can either ring for everybody in the group or for one at a time. If you want even more control over call distribution, use a queue/ACD (see the following section).

When you are closed or everybody is attending an event, it’s easy to use time based call routing to ensure that customers are always greeted professionally.

If you are not already using these functions – speak to your sales rep today or contact us at sales@efftel.com or +46 8 5106 2710

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Queue/ACD

What will your customers do if your answer is, “There are many people calling us now. Please hang up and try again later”? Will they call somebody else?

If you have many incoming calls, you can set up a queue or Automatic Call Distributor (ACD) in front of the hunt group.

The people answering the calls can easily log in and out as answering agents. For the person supervising the answering agents, it’s easy to see queue status and log agents in and out. All of this can be done from a mobile phone if desired.

In the queue, you can control calls more flexibly, selecting whether calls should be preferentially routed to the agent who has been free longest, the one with the highest level of competency or in some other order. When a call is finished, the agent is usually given a certain amount of time for post-call work/rest before taking the next call.

In a queue, you can control parameters like the max number of queued callers and longest wait time until customers are sent to an overflow alternative. The overflow alternative can be a message or a voice mailbox, or better yet another group that can answer, such as an external answering service.

Queued callers can hear a welcome message, be informed of their place in the queue and the expected wait time, and choose to be called back instead of waiting. While they wait, optional messages, hold music or ringtones can be played.

For more information on queueing functions, contact us!

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Call attendant support functions

Sometimes voice mail is a good solution, but how many of your customers will actually leave a message if they end up there?

The best way to greet a customer is with a flesh and blood human. Anybody at your company can be a call attendant with the easy-to-use functions included in our solutions. Call attendants can easily connect calls in their mobile app or with a drag-and-drop function on their computer. People who are used to connecting with a function key can keep doing so. It’s so easy that a stand-in can learn how to do it in less than a minute.

Call attendants can also be enabled to change and connect through forwarding instructions, make call intrusions and by “camp-on” pick up forwarded calls that are not answered.

Using pre-filled templates, call attendants can quickly and easily send e-mail and text messages to the person a caller is trying to reach. Information on the caller can be entered automatically.

If you want to make things easier for your call attendants, contact us!

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External answering serviceExtern svarsservice

Don’t lose business because customers have to wait too long or their calls aren’t answered!

With our external answering service, you get the help of professional call attendants when you cannot or do not wish to answer yourself. Call attendants at Efftel Answering Service can see which forwarding settings you have entered and whether your phone is busy. When and how calls should be answered and dealt with is up to you. You can even have Efftel Answering Service book reservations or take orders for you.

If you want to know more about external answering service, speak with your sales rep or contact us!

 

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Integration with CRM and other systems

Make sure customers are greeted by somebody who knows what’s going on!

By integrating your telephone solution with your own support systems or external databases, you can ensure that sales and customer service personnel have all the information on the customer on screen before they even answer.

A very simple example of how this works is to automatically let an online telephone directory (such as hitta.se) search for the incoming number and pop up the result before you answer.

A customer who is on hold can be asked to enter a customer number or PIN to be directed right. It’s easy to integrate the telephony solution with your systems so they work just the way you want.

If you’d like to know exactly how it can work for you – contact us!

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More sales calls

How much would it be worth to you if you could make 10% more sales calls?

Salespeople and others who make many outgoing calls can easily place a call by simply selecting the number in a program, using a directory system or website, or by using a keyboard shortcut.

Compare that with punching in a number on a mobile phone, maybe getting it wrong, and then having to wait for it to connect. We have customers who have been able to free up as much as half an hour a dayper seller for more calls. It has significantly increased sales, and profits even more!

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Keypad menus/IVR

Companies with a larger call flow often have an automatic call attendant, directing incoming calls to the right department or unit. The customer is guided to the right place quickly and easily using the phone keypad without having to wait for a call attendant and without costing you any extra labour hours.

With keypad menus (or Interactive Voice Response, or IVR) you can direct incoming calls however you like. By combining IVR with a queue/ACD, the possibilities are almost limitless.

If you would like to know more about what you can do with keypad menus and IVR, contact us!

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Call recording

In many cases, you can save time and money for everybody involved by recording customer calls. You can record part of a call to document an oral contract, for example. In some industries, there are requirements mandating recording complete calls.

Contact us about call recording alternatives.

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Contact center support

Do you want to give your customers correct answers when they need them without their needing to repeat what they have already said?

Our contact center solutions help you keep track of all customer interactions independent of how they came in – by telephone, email, text, chat, Twitter, Facebook, etc.

Efftel’s contact center solutions conveniently provide functions for handling the customer request workflow: ticket management, CRM and telemarketing. We offer them as a cloud-based service, which we help you adapt for your specific needs. Because our solutions are so versatile, we can help you find the right solutions for three users and up!

Contact us about the best choice of customer service solutions, contact centers and workflow management!

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Efftel Cross Border

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Do you have customers abroad?

Do you want your customers to have the same experience of your company regardless of whether or not they are in Sweden?

With cloud-based services, it’s easier than ever before. We’ll help you bring together the elements you need, independent of national boundaries and multiple local mobile operators, to deliver a common solution.

Choose from:: shared multinational switchboard solution and contact list, call attendants, local numbers in different countries, toll-free internal calls, minimal roaming costs, integration with your support systems, round the clock support and much more.

Together these options provide a single uniform solution for all the countries where you operate. We call it our Cross-border concept. We also provide you a global single point of contact with us for all services.

If you want to know more about multinational communications solutions, contact us!

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More info/questions

Let us show you how you can gain and retain more satisfied customers today – contact us at sales@efftel.com or +46 8 5106 2710.