Improve Customer Satisfaction with Call Recordings

Today I came across an article by John Jantsch of Duct Tape Marketing. The article, “How to Lose a Customer in 5 Ways,” points out ways that companies often fail their customers and lose business. Jantsch’s key tips include:

• Convey realistic expectations, and don’t break your promises.
• Create opportunities for customer feedback — don’t assume that customers will proactively communicate with you.
• Reengage with customers and follow-up to ensure customer satisfaction.
• View every customer touch point, from sales to fulfillment to finance, as a branding opportunity.
• Make it a priority to communicate with customers and foster a relationship with them.

Call recordings can be leveraged to identify customers that would benefit from additional communication or specific customer service activities. Companies that review call recordings can quickly identify gaps in business processes that are leaving customer expectations unmet. Recorded calls can be exported and forwarded to other departments, like finance or product development, to use as “real world” examples of positive customer interactions or feature requests.

Using speech analytics, companies can analyze up to 100% of their call recordings in order to identify customers that perhaps haven’t had their expectations met fully, or who have additional needs that can be met by your company.

Customer satisfaction can be improved using tools and interactions that are already in place at your company. Ultimately, harnessing the power of call recordings, and positive communication with customers, can positively impact your company’s bottom line.