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Relationship marketing revolves around customer retention and nurturing, which happen to be strategies that drive the most revenue for many retail stores. According to a KPMG survey, out of eight different conversion factors, including customer acquisition, product innovations, new sales channels and more, customer retention scored the highest in terms of driving the most sales for retail companies. The interesting fact is that customer acquisition came at a close second, but the costs between these two strategies remain vastly different. While it costs significantly more to acquire new customers than it is to resell to old customers, studies show that the probability of selling to an existing customer is 60-70%, whereas the chances of selling to a new customer is only 5-20%. This means that you can get a higher bang for your buck when you invest in customer retention strategies. Let us show you how Phonexa can enhance your client relationships and increase your customer retention rates.
Advanced Call Tracking
Phonexa’s advanced call tracking software does more than just track your call leads and send you real-time reports. Our entire system is fully integrated, which means that call tracking works with the Automatic Call Distributor and Interactive Voice Response to help you improve your customer experience in all aspects. The moment a caller dials your number, call tracking will accommodate to his/her needs by taking into account his/her geographic location, first and last name and purchase history. This will, in turn, determine where the call gets transferred to and how the IVR will interact with your caller. Not to mention, you’ll have all the customer demographics you’ll need to create targeted campaigns in the future. This valuable tool will, without a doubt, make your customer retention efforts a whole lot easier and more effective.
Interactive Voice Response
Both the Interactive Voice Response and state-of-the-art VoicePLUS voice recognition software work together to deliver a seamless customer service experience for all of your callers. The natural human speech capability of these powerful AI technologies mimic the natural cadence of the human voice, putting customers at ease while solving their individual queries. To top it off, our sophisticated voice system also gathers caller information, offers multi-language options and provides self-service to your callers, making the call experience as efficient and effortless as possible. If your callers are making the call from a predominantly Asian or Hispanic area code, Phonexa’s voice system will automatically offer to speak in the appropriate languages. These advanced automations are sure to captivate your callers and encourage them to keep calling! Not only that, but these cloud-based call features will earn your company the reputation for having high-quality customer service. In the world of customer retention, brand reputation is everything.
Automatic Call Distributing
The Automatic Call Distributor (ACD) is an understated, yet integral, part of enhancing your customer relations. The reason is simple: no one likes to be put on hold. With the ACD, your callers will not only be automatically rerouted to the appropriate store location, but they will get to skip the entire transfer loop of hell. The ACD is a call management feature that can route high volumes of calls through a complex database of instructions, forwarding calls to the next available representative so the customer doesn’t have to be kept waiting for long. A tool like that is invaluable to building goodwill with your clients!
Finally, with Phonexa’s extraordinary features, you can easily segment your customers based on their purchase history, customer experience history, geographic location, and the advertisement that prompted their calls. These many different segmentations can be customized by you, according to the data that you need to collect. It’s all available at your disposal, which makes it easy for you to know exactly how to treat your customers according to their individual experiences with your company.
Not only are these methods effective, they are also housed under one comprehensive platform. You don’t have to look far and wide to get all the tools you need to enhance your customer relations. We have all of these powerful features and more here at Phonexa. To get an exclusive look inside the platform, schedule a consultation!