When the topic is phone call conversions, what usually springs to mind is cold calling or outbound calling. However, inbound calls—those initiated by the customer or prospect—are also opportunities for your phone support representatives to make a sale.
A study by Forrester found that customers who initiate inbound calls convert faster, spend more, and churn less than digital consumers.
Types of inbound calls include customer service, technical support, sales inquiries, and contract renewals. Regardless of their obvious differences, all types of calls have one thing in common: they’re made by customers with a need, and it’s up to your business to meet it.
Handled correctly, even a call about a cell phone bill can result in sales if your rep or phone agent manages to upsell or upgrade to a better plan or cross-sell new accessories.
To maximize inbound calls as an additional source of sales and boost your inbound call conversion rate, here are five things you can do:
Be Easy to Reach
Don’t make it difficult for potential customers to find your contact information. Make sure your phone number is prominently displayed on your website, social media pages, email signatures, and printed marketing materials. You should also add your business to Google Maps and make sure the contact information you input is correct.
On websites, make sure Click to Call is enabled on your phone numbers. You can use your phone number as the text on call-to-action buttons, which, when clicked, automatically initiates a phone call from the customer’s smartphone or through VoIP.
Offer a Callback Option
For your customers’ convenience, incorporate a feature on your website that allows them to schedule a callback. With this option, they don’t have to wait on hold, and they can choose a date or time most convenient for them. It helps ensure that they’ll be in a more positive state of mind when your agent or representative contacts them.
Gather Caller Data
Put simply, data gathering and analytics can help you identify who your customers are, where they’re coming from, and what they’re looking for. It allows you to assess your inbound sales strategy and its effectiveness and identify ways to improve the inbound call experience for your customers.
Focus on the Benefits, Not the Features
The work doesn’t end once the lead is on the phone with your agent. The way your representative delivers information and markets your offerings can make or break a sale.
Customers can find descriptions, measurements, and other types of technical information on your website. What they really want to know from their phone call is what they’ll get out of your product or service.
For this reason, your representatives must have excellent communication skills. They should speak confidently and persuasively, focusing on what the product or service can do for the customer instead of getting too caught up in the features.
Increase Your Sales with Inbound Call Solutions
Once you start seeing an increase in call volume, you’re also likely to see an increase in conversions. And when that happens, you’re on your way to furthering your business growth.
Always Answer provides customer service and technical support call center solutions to businesses all over the country.