1. Know Why and How A Customer is Calling.
Yes, Call Tracking Analytic Reports will be able to provide intelligence that helps your company focus ads that will be able to get a customer’s attention. However, it also provides the added benefit of letting you know if a customer found you using a mobile device. With tools such a Dynamic Number Insertion, this can allow you to know if a particular keyword worked for your campaign and fine tune your campaign accordingly.
2. Know Who Your Customer is.
This can be further enhanced by knowing who your customer is. Knowing how to lure in that all important demographic is the bread and butter of someone in marketing. What if there was a way to know more about a customer? Not just their age or location, but their interests as well. If you knew a customer’s interests, you’d be about able to send them information that was relevant to their interests. With nResponce, this is entirely possible. A text notification program will allow your company to send out offers at regular intervals. A survey would be able to take it to the next level. Now your can send not just timely content, but relevant content as well. When a customer gets offers relevant to their interest and sent promptly, this increases customer loyalty.
What about apps?
Sure your company could hire someone to design an app for you and send push offers to your customers, but that may not be as good an idea as it seems. Customers are wary of downloading new apps, and if yours isn’t working well on their phone, they will likely delete it. Apps take up space on their phone, may crash, and may not be designed to operate for all systems and devices. However, texting works just fine on your customer’s phone. In fact, most customers would say they want to receive text offers from you.
3. Custom Made Customer Interaction
As a customer is likely going to find your business using a smart device, shouldn’t you be ready for them? 2016 marked the first time more smartphones edges out computers for online shopping, and that trend is only going to get stronger. When a customer interacts with a website, if they need to pinch the screen consistently just to read your site they’ll race for that back button.
Customers are becoming savvy when it comes to shopping. Just because they walked into your store doesn’t mean you have them. Always on the hunt for a good deal, customers are likely to compare the price they see at your location with different retailers online. It makes good businesses sense to know how your site looks when someone accesses it from smart device vs. Computer.
However, custom made interaction doesn’t stop there. Your company’s IVR should be structured to meet your mobile customer’s needs. That means that a voice recognition option should be available for your mobile customers. Some customers may prefer pressing a number to get to the correct department. If someone is driving it can be dangerous to rely on the keypad alone.
Also, make sure your staff knows that a customer is using a mobile device ahead of time. A call-tracking program will be able to let your employees know this ahead of time, along with the reason for the customer’s call.