Never underestimate the power of customer service. It is undoubtedly one of the post dominant marketing tools alive yet companies still provide inhuman levels of service causing us to gawk, splutter and explode into rage. In case you hadn’t figured, this is not an experience that helps retain customers (Orange and crew please take note of this…)
If you’re interested in the numbers I’d chew down on this nice slideshare which shows the importance of embedding a customer first DNA into your company culture.
Here are a few of the stats to wet your whistle:
- It is 6-7 times more expensive to acquire a new customer than to keep an old one
- 59% of customers would try a new brand or company for a better service experience
- 78% of consumers have bailed on a transaction because of a poor experience
- 91% of people that have an unsatisfactory service will share their negative experience with others
This being said, building a team of skilled customer service agents is not easy due to high infrastructure costs and complicated training process, which for a lot of fledgling startups and SME’s isn’t an option. I speak from personal experience.
There are various options on the market for managing customer service in the cloud but the majority are email based and can sometimes be more expensive than doing it manually. Given that 79% of customers prefer phone support than other channels, Voz.io, founded by a team experienced in telecommunications, has developed your customer service voice in the cloud. Summann Gandham , CEO & founder of this Barcelona startup says “I was always tired of the way companies provide phone support, tired of holding on the line for hours, tired of explaining the reason I was calling for again to other agent when I am transferred, that’s when I planned to launch Voz.io to improve the the way companies provide phone support”.
Built on the latest VOIP technologies, Voz.io enables companies to deploy a robust phone-support solution with zero infrastructure aside from access to an internet enabled computer. Voz.io leverages HTML5 WebRTC technology to deliver peer-to-peer, encrypted, high definition audio/video from within the web browser. It is essentially your affordable one stop contact center solution, which is instantly scalable with no cost to setup or operate.
It works a little something like this:
1) You Add agents
2) Add a support phone number for any country of your choosing
3) Start making and receiving calls from your browser
Apart from basic phone support Voz.io offers call recording for quality purposes, a full analytics system, social media integration to understand more about your clients and also a lot of third party integrations.
CEO, Summann Gandham and CTO, Sergi Almar bring years of extensive telecom expertise to the table and will be rolling out new features and analytics in the coming months. I’ve been giving them a test run for the last few weeks and so far so good! Check them out here.