Solutions Customer Loyalty
Improve your profitability through improved customer care
It's simple. Customer loyalty generates high profitability because
loyal customers come back again and again. And, while many organisations
are happy to achieve around 70 per cent customer satisfaction, it doesn't
necessarily mean customer loyalty. Typically, customer satisfaction levels
need to be up above 80 per cent to achieve loyalty, especially for high-value
customers.
In fact, without customer satisfaction, companies can actually lose 50 per
cent of their customers every five years. Yet, by retaining an extra five
per cent of your customers, through increased satisfaction, you can increase
profitability by up to 95 per cent.
The reasons for dissatisfaction given by customers are often to do with
telephone response and include:
- Long wait times
- Not getting through to the right person first time
- Being transferred and having to repeat themselves
- Entering information while queuing and then being asked for it again
- Unanswered calls
And remember your competitors are just a phone number or click away!
Axonex can help. By having one phone system that spans your entire
organisation, calls that would otherwise be lost if one call centre is
overloaded are automatically routed to other call centres.
This system, known as virtualisation, means that 10-30 per cent more
calls can be handled with the same staff. And many organisations see an
increase in revenue through increased volumes.
In addition, Axonex Unified Communications provides intelligent call
routing. In simple terms, this means that customers get through to the
right person, with the right skills and the right information, first time,
every time. And it doesn't matter where that person is working that day -
in a centralised call centre, in a remote branch, at home, in a partner
organisation, or abroad.
When unified communications is used in a call centre, your staff can see
which experts are available to help before they try to put a customer through.
The result is that your organisation becomes more responsive to customers,
so improving customer satisfaction, loyalty and therefore profitability.
Keeping your customers happy, made easy with Axonex.