If you’re in a line of business that regularly communicates with and serves customers, you will need the assistance of a company that can help. There are plenty of tools you can use that will improve how you communicate, including XACT.

Just a 5% increase in your customer retention can deliver greater than double the revenue. Boosting customer retention is one of the most critical things that XACT can do for you. So, how can XACT improve your company?

These tips will help you out when you’re trying to create a customer retention strategy that works.

It Works Seamlessly and Organically

One of the main factors you’ll enjoy from XACT is that it seamlessly and organically improves your customer service. Rather than being intrusive, it acts as a natural extension of what you already do well.

When you’re looking into the best services for your customer retention strategy, you’ll need to get a detailed outline of what they offer. You’ll get access to multiple tools that you can integrate with a single platform.

There Are a Variety of Customer Communication Tools

With XACT, you’ll have the chance to cycle between different infrastructures. This lets you communicate with customers in a variety of places so that no message is missed. Some examples of the communication tools you’ll have access to include:

• An answering service for your telephone line
• Chat-based customer service platforms
• E-mail-based support
• Cloud storage and communication tools
• Help desk support

Rather than shoehorning your company into a static form of communication, you’ll have an expansive variety of tools that can act as an extension of your company’s customer service.

It Helps With Brand Identity and Client Retention

More than anything, you need the public to understand that your brand is helpful and reliable. When you use XACT, customers will know that there’s a helpful person on the other end whenever they decide to get in touch. This improves your rapport with customers, along with your brand identity.

When your customers know that they are heard and helped, you will also improve customer retention. Increased customer retention can grow your sales margins and help you hit your company goals each quarter.

Bolstering your brand identity is one of the best things that you can do for your company. The tools that you use will build uniformity with your brand and support your message.

You Can Troubleshoot More Effectively

Finally, XACT is also helpful because you’ll be better able to troubleshoot within your company. The help desk information gives you the chance to issue tickets to your customers so that you can track and follow up with issues.

Messages won’t get lost in translation, and you’ll have a better opportunity to serve your clientele.

Revamp Your Customer Retention Strategy With XACT

XACT is an essential tool when you’re trying to revamp and rework your customer retention strategy. The best thing you can do is learn all about this platform and how it can help you.

XACT can help you take care of all your customer service needs. Take time to contact us directly or give us a call at 1-877-XACT-877 for more information.

No matter the shape or size of your company, your success often depends on how you engage your customers. At no time is this truer than at their time of need?

Research has shown that 74% of customers globally expect genuine human interaction at all stages of their experience with a brand. This means that to succeed, you must ensure that your customer support service offers the human touch.

If you’re wondering how you can improve the customer call center experience to ensure genuinely satisfied customers, check out these essential call center best practices that you can integrate.

Well-Trained Staff Is Crucial

The secret to a positive customer experience is having well-trained agents. At XACT, we ensure that all our agents are well-versed in the customer journey and prepared to answer any question your customers might have effectively.

We also ensure that our agents are fluent in the art of good service so that every call can be a positive customer experience.

When your agents are well-trained, they are confident, comfortable in their role, and better equipped to deliver the service your customers deserve.

Always Know Your Customer

Keeping customers happy requires your agents to know who they are and why they are calling.

In fact, one study from Microsoft showed that most customers now expect call center staff to know who they are when they pick up the phone.

While it might not be possible for agents to know everything at the start of a conversation, simply making sure they take the time to get to know the person on the other end of the line can make a huge difference.

Knowing your customer means better service. It also means a speedier resolution and high satisfaction levels.

Keep Hold Times to a Minimum

This one might seem obvious, but it bears repeating. No one likes to be left on hold. The longer a customer is left on hold, the higher the chance of a negative customer experience.

You should always invest in your call center resources to keep hold times low.

Find out exactly what call volumes you can expect and when. Use this information to ensure that someone will be able to pick up the phone when they are needed.

Offer a Live Chat Service

While the human touch is important, it doesn’t always have to be over the phone. Most customer service inquiries can be solved in a very short span of time.

They may relate to routine questions about billing or how to use a service you offer. For these low-level inquiries, it might be worth investing in an online live chat service.

This can act as a filter, ensuring that only those with more complex questions actually pick up the phone. This frees up more resources and ensures better customer service.

Choose a Trusted Partner for Your Customer Call Center

Getting your customer call center right is no easy task. Nobody wants to be on the phone with customer service, so it’s your job to make this routine chore a pleasant experience that improves your company’s relationship with the customer.

For this, we are here to help.

At XACT, we offer tailor-made solutions to your customer service needs, and highly skilled agents that can solve your customer’s problems, whatever they are. Don’t hesitate to get in touch to find out how we can help.

If you don’t think answering phone calls at your business with proper phone call etiquette is important, then look at this statistic. 89% of consumers are more likely to make another purchase after a positive customer service experience.

Answering phone calls is one of the most important ways customers interact with your brand, and it’s a great opportunity to ensure they have a positive experience. With that in mind, basic etiquette can go a long way when answering phone calls.

Not only will this help ensure your customers are well taken care of, but it will also help create an overall professional atmosphere for your company. Read on for some tips about answering phone calls and the importance of proper etiquette.

Tips for Answering Phone Calls

The last thing you want to do as a business is let calls go to voicemail. This is particularly true if your customers or clients need assistance with time-sensitive issues. Aside from answering quickly when receiving a call, here are other phone etiquette tips to improve customer service efficiency.

Three Rings

How quickly should you be answering phone calls at your business? Answering a business call within three rings is important because it shows that you care about your customers. When you pick up the phone quickly, your customers will know you value their time and are ready to help them.

Answering the phone also prevents your customers from getting frustrated or feeling ignored. Remember, you represent your company when you answer the phone, so answer it promptly and with a friendly voice! How can you do that? You can remember to…

Introduce Yourself

Introducing yourself creates a friendly and welcoming environment for customers to ask questions or make requests comfortably. It also makes the conversation more personal, which can help build a better relationship between you and your customers.

By identifying yourself, you are showing respect to the caller and acknowledging their importance to your business. Depending on the types of calls you answer, this also provides them with the name of an employee or point of contact in case they need further assistance.

Actively Listen

Ensure you’re actively listening as they speak to you about their questions or concerns. Give them space to clearly explain the issue without interrupting. Don’t assume you know what they’re talking about simply because you’ve received a similar call.

Speak Clearly

Being articulate is key as you start to respond to the customer’s complaints or questions. Speaking clearly is vital because it helps ensure that your message is understood. This is particularly important if your conversation involves important information or details about:

• Products
• Services
• Payment

Clear communication also prevents misunderstandings or confusion, which can result in costly mistakes.

Be Professional

Finally, always ensure you have professional calls. Speak with a professional tone and offer professional suggestions to issues. Avoid getting emotional, even if the caller is emotional or upset. Stay calm and speak respectfully to the person on the call.

Professional Call Center Services

Need help to answer phone calls? We understand. Many businesses can’t train employees on phone etiquette. Or, they can’t hire in-house customer service support teams to manage incoming calls.

That’s what we’re here for. At XACT, we offer telephone answering services with 24/7 coverage to support your business. Let our team of customer service and phone specialists answer your calls for you in a professional, respectful manner.

Contact us today to learn more about our services and how we can help.

Recent studies show that 88% of people prefer speaking to a live agent rather than navigating a phone menu. However, when answering incoming customer calls, businesses face a tricky decision.

On the one hand, they need staff on the line quickly and ready to answer customers’ queries and concerns as efficiently as possible. But on the other hand, hiring people for this role requires extra time and money, making it often difficult to find a balance.

This is where automated answering services come in: allowing businesses access to the advantages of both worlds. But what are the pros and cons associated with using an automated service? Let’s look at the key points of using an automated system.

What Is an Automated Answering Service?

An automated answering service is a service that helps businesses answer phone calls even when they are busy or unavailable. This service is provided to help customers, clients, or patients get the information they need by talking to a real person.

At XACT, our automated answering services are available 24/7, 365 days a year. We are staffed by professionally trained call center agents who provide prompt, professional service.

When you sign up for this service, you will be given a personalized, local, or nationwide toll-free number to route your calls to. The agents answering your calls will also answer in your company name or personalized answer phrase. This provides a seamless experience for your callers.

Pros of Automated Answering Services

Automated answering services offer many benefits to businesses of all sizes. Here are some of the main benefits any small business can enjoy.

24/7 Availability

One of the biggest advantages of an automated answering service is that it is available around the clock. This means your customers, clients, or patients can get the information they need, even if you’re closed for the day or after hours.

Professional Image

An automated answering service can help create a more professional image for your business. Our call center agents greet your callers with a prompt and courteous message.

Increased Efficiency

With an automated answering service, you can manage your time more efficiently. We answer every call promptly and direct it to the right person or department. This can help reduce the number of voicemails, callbacks, and missed calls.

Cost Savings

An automated answering service saves you money on staffing, training, and phone-related expenses such as equipment, maintenance, and long-distance charges.

Cons of Automated Answering Services

While automated answering services have many benefits, there are also some potential drawbacks that businesses should consider. Here are two main cons of hiring a business or third-party provider for answering phone calls.

Technical Glitches

It happens to everybody. Automated answering services rely on technology. This means that there is always a risk of technical failures or glitches. If the system goes down, it could result in frustrated customers.

Inconsistent Quality

The quality of service provided by automated answering services can be inconsistent, depending on your chosen provider. Some services may have a higher error rate or lower customer satisfaction levels than others, so choosing a reliable service provider is important.

Hiring an Answering Service

Interested in enjoying the benefits of an automated answering service? We can help.

XACT’s cost-effective answering service plan provides 24/7 coverage. Our trained agents professionally handle interactions. This leaves you free to focus on other areas of your business.

Contact us today to learn more about our services. We look forward to helping your business succeed.

When you have around-the-clock support for your customers, it’ll improve the way you do business. A telephone answering service is one of the best forms of support, which is why it’s a growing industry.

Answering services are growing by nearly 7% and will soon become a $2.7 billion market. Using these services effectively can help your company more than you know.

These tips will help you when you require a telephone answering service and want to get the most out of it.

Understand the Importance of a Telephone Answering Service

First, get to know answering services and why you’re using it in your business. There are a variety of reasons that people might look into an answering service for their business.

For one, it helps you to provide support 24/7. You can cut costs in your business, give your company a more professional presence, and scale this phone service as needed. Knowing how this service works will help you better provide for your customers.

Choose the Right Answering Service

Next, do your due diligence and find the best-answering service for your company. There are many different types of answering services you can hire, including:

• Live chat services
• Virtual receptionist services
• Automated answering services
• Digital response services with e-mail, chat, and SMS
• Customer support call centers

Figure out what you need for your business so that you get the most from your service and implement it into your company in a way that suits you. Make sure to vet some companies to get the best in professionalism, support, and scaling.

Provide Personality and a Human Touch

The last thing you want is for your call center to appear robotic and impersonal. Work with a company that can help you create personable and helpful scripts. Giving your answering service a personal touch will allow you to serve them admirably and engage customers with every call.

Make sure that calls are answered in a way specific to your company so that you build your brand personality. Record calls and always strive to correct mistakes and better serve people. Improving your customer service should always be a priority for your company, and you should include surveys at the end of calls to improve your small business customer support and communication.

Look into the different answering service packages available and scale up to include different services as your company grows. This way, you’ll be better able to serve your public and meet their demands.

Find the Right Answering Service

Choosing a telephone answering service will help you communicate with your customers and improve your brand. When you need solutions that will make a difference, we’re the company to turn to.

XACT can serve you when trying to improve your business to the fullest. In addition to answering services, we offer chat and web services, customer help desk service, and outbound survey responses. Use our site to get in touch or call us at +1-800-670-XACT.