In a normal call center queue, you have no way of knowing who your high-value customers really are. That means that you can't ensure that your business provides these exceptionally valuable customers with exceptional customer service.
While every customer deserves your company's best level of service, the fact remains that your high-value customers are vital piece of your business' success. By failing to recognize and reward the loyalty of these customers, you could risk losing them.
So, how can you ensure that your high-value clients receive the "white glove" service that they deserve? We explore three cost-effective ways that you can provide premium customer service to your top clients.
Use a VIP Phone Number
VIP phone numbers are one of the easiest and affordable ways to provide VIP customers with exceptional customer service. You can use one number for all of your high-value clients, or purchase a single number for each of your product lines or membership categories.
Using VIP Phone Numbers Effectively
One of the best things about using a VIP phone number for your top clients is that you don't have to invest a lot of budget; you only need one or two numbers to get started.
In order to make the most of this cost-effective solution, follow these best practices:
Think Carefully about VIP Number Distribution
In order for your VIP phone number to serve its purpose, you need to make sure that only your VIP customers have access to it. That means that you don't want to publish it on your site or post it anywhere online.
Put Your Best Agents on the Line
You want to ensure that your VIP customers receive quick and high-quality customer service. In order to do this, you will want to put your best agents in charge of answering calls that come in on your VIP line(s).
Use the VIP Caller Feature
Available with select virtual call center solutions, the VIP caller feature allows call centers to create lists of phone numbers that are automatically routed to dedicated agents. This allows you to offer premium service to high-value customers without changing your existing call queue structure.
Using VIP Caller Effectively
If you plan to use VIP Caller to manage inbound calls from high-value customers, be sure to follow these best practices:
Train Specialized Agents on Specific Customer Needs
VIP Caller isn't just a way for your high-value customers to skip the call queue. It should also be a way to provide fast and knowledgeable service to your customers. To do this, ensure that your dedicated agents are trained properly. They should be familiar with important contacts on the account as well as any issues the customer may have encountered in the past.
Review VIP Call Recordings Frequently
In a perfect world, your best agents are receiving the calls that you route via the VIP Caller feature. But no matter how good your agents are, it is still important to review the recordings from these calls on a regular basis. This can help your business pinpoint potential issues and respond with proactive customer service for your top accounts.
Use Advanced IVR and Call Routing Solutions
Another method for providing premium customer service for returning, high-value customers is IVR / Virtual Attendant feature. Available with most call center and phone system software platforms, IVR allows your business to create automated menus that callers will hear when they contact your business.
For example, an online travel agency might want to create a menu that routes first-time customers to one department, and returning customers to a select group of highly trained agents. With this solution, you don't have to worry about distributing a phone number to specific, high-value customers; and, you don't run the risk of routing high-value callers who may call from a number that is not on your VIP Caller list to the standard queue.
Using IVR and Call Routing Solutions Effectively
An IVR system that routes loyal, returning customers to one department and first-time callers to another may work for some business models; but, it does come with potential problems. To make the most of this solution, keep these best practices in mind:
Test Your Recorded Menu Prompts
Depending on the nature of your business, it may take some trial and error to discover the messaging that effectively separates your customer base. As you begin to use this option, it is important to keep track of callers that end up in the wrong queue and adjust your IVR menu accordingly.
Train All Agents to Handle VIP Customers
With IVR / Virtual Attendant routing, there is a greater chance that your VIP customers will end up in the standard queue, and vice versa. To ensure that your high-value clients receive premium service no matter which queue they enter, it is important to train all your agents to recognize and respond to VIP customers appropriately.
Providing Your Best Customers with Exceptional Service
Looking for more information about how virtual phone system and call center software can help your business deliver exceptional customer service? Explore the articles below or talk to an AVOXI VoIP specialist.