Proactive customer service helps your business build customer loyalty, increase retention rates, and improve repeat sales. B2B CM play a pivotal role in proactive customer care, providing a contact programme that stays in touch with clients and enhances their customer experience.
We offer a range of telemarketing services to help your business build a proactive customer service plan.
Data cleansing and data enhancement
A regular programme of data cleansing is the first step towards proactive customer services. Ensuring you have the right contact details for a customer, and are honouring their contact preferences, leads to an instant improvement in their impressions of your brand, and reduces direct marketing costs.
Data enhancement builds on data cleansing by collecting additional information about your customers. Helping your business improve its marketing communications and build customer profiles, which help when analysing target audiences and other potential customers.
New customer welcome calls
First impressions count, and analysing new customer’s experiences with your company helps you understand your sales transaction process better and uncover any areas that need improving.
B2B CM provide welcome calls to new customers to make sure they received a high level of service, and to take feedback on the ordering process and their initial impressions of your brand.
Customer surveys
Staying in regular contact with your customers builds customer loyalty and helps shape future business plans. There are several ways of conducting a customer survey, with telemarketing holding several key advantages over other methods.
- Response rates – Telephone survey response rates are higher, thanks to the ability to contact respondents multiple times.
- Flexibility — A skilled telemarketer can follow the flow of responses to engage with the respondent, letting the questions flow into areas the customer wants to discuss, rather than following the rigid structure of a postal questionnaire.
- Qualitative results — People provide more qualitative answers in conversation than in writing. They open up more and can vocalise opinions they find difficult to write in the small space most questionnaires provide.
Call B2B CM on 0845 345 0545