Captivated – Your Silent Phone Line

Captivated – Your Silent Phone Line

Countless times, the person working the telephone in the front of the office has been faced with the same dilemma. He or she is helping the customer standing in front of them and the phone is ringing off the hook. Is there a clear solution to this problem? According to officeskills.org, a company that offers resources and training in critical office skills needed to work in the 21st century office, the proper telephone etiquette is the following: “Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.” Is it really that simple? Should you really drop everything with the customer in front of you to answer the phone? This is really a lose-lose situation all around. If you answer the phone, you are essentially putting the in-store customer on hold, which is rude. If you let the phone ring, you are sending another customer to voicemail. Either way, someone is left unattended. According to 2014 Temkin Customer Service Ratings, Amazon, Chick-fil-A and Starbucks each made the top 10 list of overall best customer service. In my experience with these companies, I believe they offer great customer service because they make their customers feel valued. I have never had an interaction with any of them where I do not feel like a priority. If you want your company to shine when it comes to customer service, you should strive to treat...
A Surefire Way Insurance Agents can Improve Engagement & Organization

A Surefire Way Insurance Agents can Improve Engagement & Organization

Trying to get in touch with a client? Perhaps it’s not a good time for them to answer the phone. Maybe they don’t recognize your number…so you leave them a voicemail. Maybe they’ll get around to listening to it in the next few days…but they might not be checking their voicemail at all. You get where I’m going with this. Sometimes getting in touch with customers is a pain. According to eVoice, only 18 percent of people listen to voicemails from numbers they don’t recognize. In contrast, SMS text messages have a 98 percent open rate. With texting, you can let clients know who you are and what you need without playing phone or voicemail tag. In short, texting provides better engagement. Not only does Captivated offer better engagement with clients, but also, it provides great organizational tools to help you better manage conversations with clients. Task Scheduling enables you to set and organize reminders with alerts. As soon as the time comes for the task to be complete, the task shows up as overdue. In-Line Notes allow you to keep track of those details you want to remember about a client or a conversation. The note is recorded right in the conversation and cannot be seen by your client. You can share your Virtual Business Card with clients in a text so that all of your contact information is easy to save directly into their phones. Tags enable you to organize your clients by category. Need to alert certain clients of a policy change? You can easily search and find clients with specific tags so that you know...
Somebody, Please Pick Up.

Somebody, Please Pick Up.

We live in an age where instant gratification is king. For many, myself included, when we want something, we want it right away. Growing up, my dad liked to give me the friendly reminder from time that, “Patience is a virtue.” While I respect his words of wisdom, I also believe there is a time and place for patience. When it comes to customers, your business is going to get the best results by tending their needs quickly. In the business world, we clearly see how instant gratification comes into play by the drastic decline in the use of voicemail. Recent statistics from Forbes magazine reveal that 80 percent of callers sent to voicemail simply don’t leave a message because they believe their message will not be heard. Additionally, a recent survey by eVoice found that only 33 percent of people listen to voicemail from business contacts, and only 18 percent listen to voicemails from numbers they don’t recognize. Despite some of these shocking statistics, voicemail is still used daily. So what does it look like when voicemail is used? According to a study by Nuance Communications and Research now, most voicemail messages are not heard for at least 8 hours. Furthermore, uReach Technologies says that 30 percent of voicemails linger unheard for three or more days! Let’s be honest. You don’t want to leave a 60 second voicemail after the beep, and you certainly don’t want to listen to one. Your business’ time and energy could be spent doing more productive things, and your customers do not want to wait days to hear back from you. So, as...
3 Reasons Your Business Should Text

3 Reasons Your Business Should Text

  We’ve all been there. You’ve been on hold with your insurance company for ten minutes, passed around to different departments, and no one has the answer to your question. Did you know that the average person will spend 43 days of his or her life on hold waiting for a call? (PR Newswire). Responsiveness is key to the satisfaction of customers, and timely responses can greatly influence your customers’ happiness. As texting is now the most prevalent form of communication in the country, there are important reasons your business should be texting customers. SMS text messages have an off-the-chart 98 percent open rate (Mobile Marketing Watch). In addition, 90 percent of these messages are read within a 3 minutes of delivery (Forbes). Intrigued by the impact texting could have on your business yet? Keep reading. Texting is Efficient. Time is of the essence. Barry Greene, President and CEO of Med Practice Informatics based in Connecticut, says that texting has the ability to dramatically increase office efficiency. On average, practices can reduce staff time from one hour, per doctor, per day to less than 10 minutes by using text messaging (American Medical News). With texting, employees can minimize long, lingering conversations that eat up time. If a customer has a question, he or she can simply send a text message to a business’ dedicated text number. This system is a win for both parties. While that customer is skipping the annoying period of being put on hold, the employee is answering the customer’s question quickly while continuing the work that’s right in front of them. If multiple clients are trying to...