October 24, 2020

Why Moving Companies are Adding Customer Service Centers to Handle Influx of Customers

Moving is one of the most stressful things people experience in their lives, and it’s the job of professional movers to alleviate as much of that stress as possible. As a mover, you’re not only responsible for taking care of your customers’ most valuable possessions, but you also have to be able to ease their concerns along the way.

Besides providing great customer service throughout the moving process, you also have to be able to provide support around the clock. If you’re trying to grow your moving company, then it’s imperative that you have a system in place to manage the influx of customers and calls. Many moving companies are turning to virtual call centers for their customer support needs — continue reading to learn why.

It’s all about customer experience.

These days, for businesses looking to improve their business model, it’s all about the customer experience. There are thousands of moving companies throughout the United States, and most of them are pretty good at what they do. Oftentimes, the best way to separate yourself from the competition isn’t through the quality of the products and services you provide. As there’s more parody across just about every industry, the experience that companies provide their customers is what becomes their brand.

Even though people use the internet for just about everything these days, most people still seek support and solutions over the phone. It can be hard to field every call if you receive them in high volume and if you’re not a big business, then you probably can’t afford a call center.

With inbound call center software, you can dispatch a team of customer service personnel to handle all inbound calls without building a call center. Your team members can work from the comfort of their homes all while providing customers with the support they need.

Contact center software provides customer support over multiple communication channels.

One of the best features of contact center software is the ability to engage customers over a multitude of communication channels. When potential clients visit your website, you can engage them in a live chat and increase the chances that they’ll become paying customers.

You can also seamlessly carry the conversation over from the internet to a phone line while ensuring the customer gets in touch with the right agent the first time. Fewer things are more frustrating than beginning a conversation with an agent and either dropping the call or switching channels and having to start over with a new agent.

Excellent customer service and support increases customer loyalty.

With so many military personnel in Arizona, Phoenix moving companies have years of experience helping the nation’s heroes to complete the moving process. Service members tend to have high expectations, and many moving companies utilize virtual contact center software to help them meet those high expectations.

With customer relationship management (CRM) software, you can provide your clients with personal service and ensure they have a great experience every time they call you with a query. With CRM, you can track important customer data such as the reason for their previous calls as well as their previous transactions with your company. With that kind of information, you can assure your customers that customer satisfaction is your top priority.

Satisfied customers are loyal customers, and they’re also customers that will brag about your company to their families and friends. With such stiff competition in the moving industry, your customer service could be what makes your company the premier Phoenix movers.

Keep more detailed records and improve customer service by recording calls.

Unfortunately, it’s highly unlikely that every call between your company and customers will have a happy ending. There are also the possibilities of human error and miscommunication which can make it more difficult for agents to provide clients with the right solutions.

With call recording, you can keep voice records of all of your calls, and they can help you with everything from training and accountability to disputes. As you can see, implementing a virtual contact center is a great way to maximize the efficiency of your customer service operations.

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