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| B2B Telemarketing |
Can you get more out of the outbound telemarketing, through incorporating the use of social networking by your outbound telemarketing staff?
We think so, and we think not only how it's one of our secrets to success, but we'll prove it to you also!
For a telemarketing service it can seem that our job is to make calls, occasionally judged on the KPIs we struck, depending on the number of people we reach. Increasingly though, as we work towards creating success for customer campaigns often our customers do more than making calls. The work they do may involve reaching individuals personally through LinkedIn or other social networking channels, to link to them when they could not via a call. Or, depending on the responses through social networking, sometimes a call then makes sense with people more open to a telephone as opposed to having a"busy" excuse - because this stage they'll see the worth and will be open to being helped.
And, when our, or your, inside sales staff are permitted to do everything they could - using more innovative approaches makes sense to win people over through desktop research to make well-informed telemarketing calls and smart telephone conversations with prospects.
When telemarketing calls allow better discussions, they produce better sales opportunities; the long conversations mean more time to learn client scenarios, providing the sales staff the gift to be ready for more productive sales appointments (since they have a clearer idea about what they want, with less time required from the'discovery stage') and greater opportunities to write sales winning proposals with less guesswork' (as they will know precisely what customer needs and why!) . Through intelligent conversations, there's more opportunity for the caller to inform prospect the relevant features and advantages of the solution they're promoting, as opposed to telling and trusting with which ones may appeal!).
Thus, through the use of the Internet, net research and private research to prospects, affiliate sales, and telemarketers can learn about business buyers particularly through LinkedIn.com, to genuinely understand the client to tailor the approaches to match them, for greater achievement.
But, in case you allow your callers to be agents of your business, in their social networking accounts?
Rather than assigning social networking to a distinct section, many businesses as beginning to see the advantages in using social media as an additional -- and useful -- client service tool in their outbound marketing efforts. And clients, as it happens, are reacting positively.
Studies show that one out of every three clients favors social media for using the telephone for customer service. Combine decent phone with B2B relationship building, and you've got a recipe for success (and tons of customer loyalty).
Why Does Social Media Work So Well on Your Outbound Call Centre Marketing and Client Service?
1. It is Personal
66% of customers state they are ready to switch brands if they feel like they're treated like a mere number. Social networking, even if a moniker is used, is as private as it gets. Combine talking on the telephone with an immediate DM (direct message) on Twitter, as well as the most rancorous client is very likely to warm a little.
2.Easy to start a conversation
Individuals who have become tired of using the telephone pitch may respond favorably to a discount deal on social networking. Actually, 74 percent of buyers say sending personalized and exclusive offers and discounts have a remarkable influence on their loyalty. These are simple to send via social networking, even as you are on the telephone with a customer. If the customer appears to be miserable, a discount offer might be just enough to flip their displeasure into loyalty times ten.
3.Improve 1to1 marketing
Social networking allows for instant pinging, either through a Facebook article, tweet, or instant message. These real-time interactions can be put together with excellent phone service to make the customer feel like he or she's center stage. The next time that the client is then introduced into a rival product or service, the choice will be clear. Who treated the individual the best? The competition will not stand a chance.
4.Intelligence Gathering
Individuals may be more guarded than they're on the phone. Ask somebody what they do for a living, and you might or might not get a direct answer, or you might get a little bit of hyperbole. In regards to social media, on the other hand, you might collect such information just from perusing someone's profile.
The more people like, share or tweet your messages on social networking, the farther your message spreads. As more people know you it means that more people will come to know and trust you - consequently making easier to close sales opportunities! Not just that, but the more legitimate traffic you get for your site to people interested in what your company does, the better a few search engines rank you - because they wish to promote and provide quality and popular content in their search results to engage their viewers. By enabling your remote staff to talk about your messages, the more it boosts your brand. And the larger the military of remote staff you take on, the farther your message will achieve!
But don't rely on data to write your marketing strategy. Conduct the appropriate research, find out where your audience resides, and use that station (or those stations ) to reach out to your audience when engaging on the telephone -- or immediately afterwards.
Use a Main Customer Service Channel
Once you find out where most of your viewers lingers online, use that societal channel for nearly all your client service activity (for instance, Twitter). Phone staff should be trained on that societal station's usability and best practices.
But Do Not Neglect the Other Channels
Though your phone staff is utilizing Twitter, for example, customers may be calling your organisation on LinkedIn. Call centre staff should track all the other societal channels the brand might have in use, because they could be ripe for intellect and a opportunity to snag a client from a competing brand.
Empathise
Call centre staff should be trained to concentrate on the client's problem and must be given free rein to fix that issue, like supplying a reduction or starting a return. These messages may be conveyed initially through social networking, while on the telephone your callers can behave as loyalty initiators to construct excitement throughout the process as the client feels how this deal relates to their own needs to help them, as opposed to simply being something nice to consider later.
Post a Program of Availability
Do not make it a surprise to people on the telephone the societal channel is also being used. Post a message which showcases phone/social integration with your telephone number and hours of operation.
For best results, have the person who delivered the tweet or direct message give a digital signature. And it makes the consumer more likely to see the brand as personable instead of a faceless logo.
Don't Always Await the Client to Come to You
Each touch point that call centers use via social networking, in other words, informs to consumers that the brand cares, that it is busy, and that folks behind the scenes are always there when needed most. How has your business been engaging with clients lately? Tell us in the comments.
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