Improve Customer Service
Learn how you can leverage your phone system to meet and exceed your customer service goals in 2009. Keeping your customers happy and loyal to your business is important now more than ever. Remember to make yourself available to your clients and keep your customer service personal, because people still buy from people.
Your customers appreciate having options in how they communicate with you –and with Geckotech’s phone service your team has the tools to effectively communicate with clients. Now learn how to use those features and applications to allow you and your team to work more efficiently behind the scenes.
Remain available
There is nothing more frustrating to a customer than not feeling appreciated. Let your clients get a hold of you when they need to most by remaining available to them regardless of where you are! With today’s hectic business schedules you may spend more time out of the office at meetings or traveling than you do sitting at a desk. That doesn’t mean that you can’t stay connected to your clients and colleagues!
There is nothing more frustrating to a customer than not feeling appreciated. Let your clients get a hold of you when they need to most by remaining available to them regardless of where you are! With today’s hectic business schedules you may spend more time out of the office at meetings or traveling than you do sitting at a desk. That doesn’t mean that you can’t stay connected to your clients and colleagues!
- Need to get your office calls while you’re out of the office?
Use Find me follow me. Find-Me Follow-Me allows you to route calls made to your office to a cell phone or home phone while you are out of the office.Stay connected no matter where you are. Also using this feature enables you to communicate with clients using your cell or home phone, but without giving out your personal numbers.
Read the User Guide.
- Working from home?
Use Remote phone. Remote phone feature allows you to set up a remote phone to act as if it were your Cisco IP phone. Instead of placing and receiving calls from your IP phone, calls are made and answered from the remote phone (cell phone or home office phone).
Read the User Guide.
- Need to leave the office for an appointment but you’re on the phone? Use Call Jump. Call Jump allows you to transfer your current active call to another of phone (home, cell, voice mail, etc.). For example, if you are talking on your cell phone and you are leaving your office but need to remain on the call, you can press **# plus your cell phone number to transfer the call seamlessly to your cell phone. The other party will not hear the transfer and the call will remain on your company's voice network (which allows you to avoid incurring charges on your personal phone for the call).
Read the User Guide.
- Need to get voicemail messages while you’re out? Want to be informed as soon as you get a new voicemail via your email inbox?
Use Voicemail to Email. This feature allows you to receive all of your voicemail messages in your email inbox, especially convenient if you are out of the office or away from your desk often.
Read the User Guide.
- Don’t have time to wait by the fax machine for an important document?
Use GeckoFax to receive all of your fax messages to your email inbox in addition to your GeckoFax Portal, which you can access on any computer with Internet access.
Read the User Guide.
Provide options for communicating
- How can customers reach you? Set the expectations for how your customers should communicate with you. Based on your customer service structure, you may prefer one type of communication over another (email, phone, fax). Provide your email information as well as your Geckotech numbers for phone and virtual fax.
- Auto Attendant. Your company’s auto attendant automatically answers incoming calls and provides a menu of options to direct calls to the appropriate department or employee. Make sure that your company’s auto attendant has the option to speak to a live person, either choosing 1 or 0. Regularly test your auto attendant to make sure that it is easy to navigate. You can do this by calling into your main line and listening to your menu of options.
Keep it personal
Build a consistent and personal experience for your customers. You are probably aware of the costs associated with attaining a new client vs. keeping an existing client. Make your customers want to be loyal to your business. Geckotech can help you get in touch with customers, but here are some tips for you on how to communicate once you’re on the phone!
Build a consistent and personal experience for your customers. You are probably aware of the costs associated with attaining a new client vs. keeping an existing client. Make your customers want to be loyal to your business. Geckotech can help you get in touch with customers, but here are some tips for you on how to communicate once you’re on the phone!
- Focus on what you can do for your customer, don’t highlight what you can’t do. And get creative! Customers appreciate you being flexible with them in these trying economic times.
- Have an angry customer? These are stressful times and nerves are heightened. Let your customer vent first without interruption. Saying, “I understand” can go a long way. Validate your customer’s anger or frustration and use it as a starting point to find a resolution.
- Remember who you are talking to. Sounds easy enough, but using a customer’s first name throughout your conversation helps to give personalized customer service.
- Be thankful. Always show appreciation for your customers. There may always be another company with lower rates than yours, but continually remind your customers why they chose to work with you. “Thank you” goes a long way.
Stay organized
Use your Web Portal Directories to stay organized and manage your contacts!
- Personal Directory
Easily add all your contacts to the web portal from any contact manager with a simple import. Most applications, including Outlook and ACT will allow you to export to a CSV file. Once they are all added, your life will get easier. All personal contact names will now appear on incoming calls, letting you be more prepared to either answer or discreetly ignore.
5 Actions Within the Personal Directory
Click to Call
Edit Information
Email
Add Special Inbound Call Options
Conference In
Read the User Guide.
- Corporate Directory
If you ever wonder, how many phones you have with Geckotech or need to find a co-workers extension, take a look at the corporate directory. The corporate directory is a direct view of each phone on the Geckotech system. If you have multiple offices, they will be included as well. Use the corporate directory as your office phone list to avoid sending it out via email.
5 Tips on Corporate Directory- Provide Geckotech with a title, cell number, home number and fax number to show on the Web Portal.
- The directory links to your dial by name auto attendant.
- You may change names within the AMC so they appear properly in the directory.
- Only users with a Geckotech handset will appear on the directory.
- Use the Services button on your phone to do a corporate directory listing lookup.
- Use call reports to do follow up calls to customers.
- Summary reports by number will indicate what users may need additional training. Look at these trends on a monthly basis.
- Call reports for metrics, - On hold time, avg talk time, max duration, total number of calls. Use this information to improve customer service and strategies.
- What auto attendants are people choosing? Is there a need to change the auto attendant or hunt groups to make the system easier? Are there any that no one is choosing? Are people pressing zero out.
- Find out if too many calls are going to voice mail. Could you change when your staff comes in?
- Do hunt groups need to be changed for employee efficiency? Ring all instead of top to bottom. Longest Idle.
- Are the calls getting answered?
- What is the busiest time of day? Do schedules need to change? Why is it the peak time? Can employees spend time in the morning doing other things? When is the best time to hold meetings?