Customers and Chat Translation, Lead Management Best Practices, Don't Leave Your Customer, IVR in Retail

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David Sims
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Customers and Chat Translation, Lead Management Best Practices, Don't Leave Your Customer, IVR in Retail

Lionbridge Technologies, a provider of Geofluent, a chat translation technology, has released a white paper entitled, “Taking Online Support Global,” which discusses six key considerations for contact center executives.


First, evaluate your call center footprint. According to the paper, multilingual real-time chat capabilities can be utilized to revamp your call center strategies, since agents don’t need multilingual capabilities to provide support in multiple languages. This might be a trifle difficult to believe at first, but the fact is, one English-speaking agent can conduct several simultaneous chat sessions in multiple languages.

Second, take a holistic approach. You’ll need the right technical foundation for this, but once you have it multilingual online chat translation can be “just the start of a broader global support strategy,” since you can do things like translate knowledge-base content, and work with online support forums, emails, Web pages and more. The trick is to present a lot of self-help content on-demand in the user’s preferred language.

Read more here.

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The Indian MBA community portal Cool Avenues recently posted an article by Tabish Nasim, and among other gems, he recaps a solid list of ten best practices for lead management, which are helpful for any business decision-maker:

Develop a concrete definition of a lead and make sure all employees understand it. One of the biggest disconnects between sales and the rest of the company is the common definition of a qualified lead. Many companies simply fail to establish a common definition of a qualified lead. By sharing a common definition of “lead,” marketing no longer throws unqualified leads over the wall and sales can be held accountable for close rates.

Develop and deploy an effective lead management approach. For optimal sales effectiveness, you need to provide employees with a set of framework, guiding rule and appropriate tool that helps your internal and external stakeholder to have a quantitative view of the lead process.

Track the activities of the lead management. If you don't capture the source, you have no way of figuring out what's working.

Route your leads effectively. Studies have shown that if you respond within 48 hours of a prospect contacting you, your sales closing rate goes up dramatically.

Read more here.

Talk about a bullet point list: DealerSocket recently posted a list of what they see as 50 ways CRM can help your auto dealership.

Posted in, uh, handy bookmark format.

Obviously many of these ways work for other industries as well -- e.g. “Cleanse your current

customer and prospect database, removing duplicate records and updating with current contact information” -- and no, we’re not going to summarize all 50, that’s what the link is for. You’ve got that kind of time, we assure you they’re worth it. We’ll hit some of the highlights here to give you the general idea:

Perform a data append regularly. Send your current customer and prospect database out for a National Change of Address (NCOA) scrub. Once data has been cleansed, use an eMail Append Service to match any missing eMails to the records.

Make sure you have the follow-up mechanisms in place to bring prospects back into your showroom, your CRM is crucial in making this happen.

Present professional looking documents. Print dealership forms with the customer’s data populated, your dealership’s deal worksheet, trade appraisal and other items.

Post offers and incentives on the web site that customers can choose from when scheduling an online appointment.

Read more here.

IVR can be of great assistance in retail operations, as it can provide high-quality service across every point-of-contact with the customer while managing costs.

The idea of well-done IVR is to extend the in-store customer service experience to the telephone. A fully-hosted IVR and call center applications give companies a platform for retailers to optimize the customer experience as well as manage costs, increase productivity, and even generate new revenue.

One expert in IVR, Angel summarizes some of the major advantages IVR can bring to retailers:

Store locator: Customers can find the store closest to them, searching by more than 120 different ways, including zip code or area code, to find the location nearest them.

Read more here.



 

 

 

 

 

 

 



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