Whether you realize it or not, the startup industry is very different from any other. While they dabble in all the same business ventures, their ethics and methods differ from the traditional in a way that sets them apart from the rest. However, many of these businesses still need to enlist the help of call centers. So, find out how you can attract these business newbies to choose you.
A startup business may manage a bit differently. Not only have they built a business from the ground up, but they know what works for their brand and what doesn’t. That means they may want to be involved and informed at all times. Allowing them to be an integral part of management is important. Keep in mind, there are a few areas where these clients may want to be most involved.
- Scripting: Script or no script, it’s an integral part of branding and may be of importance for them to handle.
- Hiring: The people answering the phones are a part of the business, and thus need to not only be brand advocates but know how to best represent the business.
- Software dashboard: Giving the business access to your call center software can give them more freedom to see what’s happening at any time of day.
Customer Interaction Options
Startup companies and the evolution of technology have reinvented the way businesses interact with their customers. Because of that, the traditional methods that your call center uses may not always cut it. While basic customer care is a necessity, you may also need to diversify the call center features you’re offering.
- Email: Can your call center take emails? This is a popular form of customer communication now, and can add a lot of value to your business versus the others.
- Social: Social customer service – everyone is talking about it, and for good reason. Customers want to reach the business in a way that is convenient for them. Basic social customer service could make a huge impact.
All in One
The entrepreneurs that run startup companies are multi-tasking people. They have likely done a variety of jobs within their business as they were growing to the size they are today. Therefore, they expect the same mentality in the businesses they work with.
As a call center, you have the ability to be the all-in-one solution that they are looking for. Being a blended call center, for example, you can not only provide basic customer care, but make outbound calls as well. According to PCMag.com, “Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other.”
As a call center, some of these features may seem out of reach. However, your clients are evolving with their customers, meaning you’ll need to consider doing the same. Creating new features to offer your businesses will not only make you more valuable than your competitors, but give you more leverage for marketing yourself.
Bio: Jessica Sanders is an avid small business writer. As the marketing copyeditor of Resource Nation, she touches on a range of topics such as phone systems and sales software.