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It seems like a nice enough idea to simply have staff use cellphones or communicate via email. It's fast and like social media, you don't have to really interact with another human (perhaps the dream customer service agent avoiding grouchy callers).
But the truth is that telephone communication hasn’t really died out. In fact, a phone resurgence of sorts was noticed by some experts last year.
When it first launched in 2003, Skype was revolutionary, allowing people to make calls that are cheap, or even free. But these days, as the online phone call market has expanded, Skype can be restrictive. After all, not everyone has a Skype account. Indeed, you shouldn’t even be assuming that everyone has access to the Internet! It’s something you should consider, but don’t make it the only way customers can call you.
A phone call is packed with so much potential data. You can find out where a customer is calling from. You can see whether or not the person calling has had a positive or negative experience. There’s a lot of info, but it can seem difficult to track all of it.
Combining the use of software with your phone calls is how to track this data effectively. Use a call tracking service to get all the data you need for analytics. And don’t underestimate the importance of analytics for a second! When you invest in this, every phone call becomes much more valuable.
Make sure data is protected
One of the main reasons businesses still use phone services is because it’s another method to get paid! Many customers still choose to make their payments over the phone. With this in mind, the need to protect the information of your customers becomes crucial.
Compliance laws are put in place to ensure that you protecting the payment data of your customers. Thankfully, there are software and network scans that can assist you when it comes to compliance. You should consider signing up for a PCI DSS Compliance program that will use technological advances to aid you. After all, cybercriminal technology is also advancing. You need to keep that technology in mind, too!
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