By Chad Everaert
And just like that, everything that we knew changed. Businesses deemed non-essential were ordered to cease operations and lock their doors, employees were suddenly jobless until further notice and many business owners were left wondering if the companies that they have devoted their lives to building would be able to weather the storm. Conversely, those businesses deemed essential will thrive and the truly lucky ones will see record profits this year. However, operations as we knew them will likely never return as they were. Welcome to 2020.
The way businesses interact with their customers has been, for lack of a better term, altered. Aside from the obvious economic impact it’s a strange state of being to no longer be able to freely walk into a packed shopping mall or schedule an appointment with a service professional. Sure, the retail giants have massive online infrastructure in place to keep the cash flowing but what about the smaller “mom and pop” shops and local businesses? How can they manage to stay afloat in this “hands off” scenario without investing thousands into technology development? It’s simple, by leveraging the power of the “former champion” of the communication world….the telephone.
That’s right. The telephone has just been called back into active duty as both an informational hub and a sales saviour. This VITAL LIFELINE between you and your customers can be the linchpin to telephone ordering systems and curbside sales; offering a cost-efficient way to continue providing products and services to your customers with a personal touch. But selling is only a part of the equation. There will undoubtedly be many legal considerations, and businesses in all markets will be required to make significant changes to policies and procedures as they return to work. Auto Attendant recordings and On-Hold Messaging programs are ideal ways to deliver this information to callers. Educating your customers at point of order, BEFORE THEY VISIT YOUR LOCATION, can not only help to ensure compliance, but also improve your overall operating efficiency and take the strain of repetitive tasks off of your staff. The consumer of 2020 and beyond will be cautious where they spend their shopping time and money. When you doors re-open, be sure your customer experience is positive, beneficial and above all, safe.
Do you need help handling the increased call volume you’ve been experiencing as a result of Covid-19?
CONTACT US to help build your back to work plan.
