Time is a valuable resource. Your customers won’t appreciate wasting it on hold when they contact you. Ideally, you’d have an agent available for every customer or prospect whenever they happen to call. But that’s not how it usually works out, especially if your business receives a lot of calls. The solution is simple – implement a callback system. Callbacks benefit your moving business in multiple ways, keeping your customers happy, providing top moving leads, improving your business performance, and even lowering your operational costs. So they’re definitely an option you should consider.
What is a customer callback?
If you’re running a moving business, customers need to be able to get in contact with you so they can inquire about your services, get estimates, and schedule moves. And even if Movers Development creates an excellent contact page for your website, some people will still prefer to call you on the phone. Ideally, you’ll be available and answer immediately.
But what if all of your representatives are busy? This is where callbacks come in. Instead of making your customers wait on the line, you can offer to call them back as soon as you’re available or at a time that suits them. The customer simply provides you with their number and the time when they wish to be contacted so your agents can call them back. They avoid long waiting times and you avoid dealing with frustrated customers so it’s a win-win solution.
Callbacks benefit your moving business by improving customer satisfaction
The biggest and perhaps most important benefit of callbacks is their positive effect on customer satisfaction. Happy customers make for good business so this alone should be enough for you to consider implementing the practice.
Lower waiting times and abandonment rates
Nobody likes to contact a business and then spend 20 minutes waiting on hold. In fact, most people will hang up long before the 20-minute mark. And every person who drops a call is likely a lost customer. Even if they don’t go to your competition immediately, their experience with your business will forever be tainted by the time they couldn’t reach you when they needed to. That’s just not the kind of impression you want to leave on your customers.
More first-time resolutions
Having to call multiple times to get an issue resolved is pretty high on the list of things customers do not want, right up there with waiting on the line. And your customers aren’t the only ones who get frustrated with multiple contacts – your agents will need to spend more time on a single customer this way too. So it’s in everyone’s best interest that one call is all that’s needed. Callbacks can make this happen. They provide your representatives with more time to look up the customer’s information and prepare for the most likely issues so when they do call the customer back, they can be ready with a solution.
Overall improved customer experience
The answer to the often asked question of what is the best way to advertise your business is actually quite simple: customer satisfaction is the key to growing and promoting your business. Happy customers come back. More importantly, happy customers talk – if they’re not moving any time soon, they’ll surely recommend you to friends and family who are. So it should be your priority to provide all customers with a superb experience. Customer service is a big part of that experience. And callbacks will only improve your customer service. They’re a way for you to go the extra mile and prove how much you appreciate your customers and respect their time.
Callbacks benefit your moving business by attracting new customers
Keeping your current customers happy is only one part of the equation. You must also learn how to increase customer base. Believe it or not, callbacks can help with this. However, you mustn’t confuse callbacks with cold calling. With a callback, you’re contacting a customer who’s already tried to get in touch with you. You’re not reaching out to someone completely new. So how can callbacks provide leads and lead to conversions?
A prospect who’s trying to get in touch with you is likely ready to convert. If they can’t reach you, they’ll turn to someone else. But callbacks will free up your agents and decrease waiting times. Hot leads will then find it easier to contact you so you won’t lose them. Furthermore, implementing callback software on your website can inspire more people to contact you. Attractive and interactive callback widgets are a quick and easy way to reach out and customers love them; they’ll be more likely to use them than traditional phone lines and contact forms.
Callbacks benefit your moving business by improving work performance
It’s important to remember that phones are a two-way street. When a customer contacts you, someone (namely your representatives) has to answer. With a callback system, you’ll be improving their experience too.
Shorter call duration
Callbacks allow both customers and agents more time to better prepare for the conversation. This way, there’s no need for empty talk and mid-conversation holds. Instead, the problem gets resolved quickly and your average call times fall. Your agents are then free to field other contacts or focus on another task. This improves the overall productivity and workflow of your team.
Lower costs of running a contact center
Having a hold line costs you money. Every minute your customer spends on it is a minute you’re paying for. If you can eliminate the need for holds by offer callbacks instead, you can lower the overall costs your contact center is amassing. And by freeing up your phone lines, you can even cut trunk costs. Finally, you may be able to handle a well-organized callback queue with fewer agents than you would need to man phone lines without callbacks. This means that you can hire a smaller team to further reduce operational costs.
Smoother peak seasons
Peak season is an incredibly stressful time for a business and it’s one that movers face every year. So how do you handle such a sudden and drastic increase in call volumes? Well, this is just another way that callbacks benefit your moving business. By cutting down on call times, callbacks will allow your agents to handle more calls.
In fact, callbacks will allow you to respond to every customer that calls eventually – you just need a good callback schedule. They will further help you keep up your performance even during the busy season because your waiting times and abandonment rates won’t skyrocket. Finally, callbacks help your agents perform better and with less stress. When there are no calls waiting, they don’t have to rush so they can give it their all on every call.
