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Category: Tips

How Healthcare Organizations Use Virtual Numbers (9 Use Cases)

25th June 2024 blog
how healthcare organizations use virtual numbers

A staggering 88% of healthcare appointments are booked by phone, indicating that calling remains the preferred way of scheduling appointments and receiving other assistance. Because of this, healthcare organizations need …Read More »

Offering 24/7 Global Support as a Travel Company

24th June 2024 blog
24/7 customer support for a travel company

Are you in the travel and hospitality business, striving to enhance global support? Imagine offering round-the-clock assistance to your global clientele, leveraging the latest in cloud telephony. Travel companies face …Read More »

Calling the Middle East (Everything You Need to Know)

5th June 2024 blog
Making outbound calls to the Middle East.

If you do business with the Middle East often, you’ll have noticed that certain communication services (like VoIP) and apps (like WhatsApp, Skype, etc) are restricted across GCC regions. This …Read More »

4 Key Problems with Multi-Carrier Phone Services

4th June 2024 blog
4 problems with using multiple carriers for business phone service

Having multiple phone service carriers catering to various global communication needs sounds like a good idea, right? But it is a complex landscape, especially for organizations operating across diverse regions …Read More »

Importance of Reliable Voice Phone Services for Businesses

3rd June 2024 blog
The importance of Reliable Voice Phone Services for Businesses.

In business, where every interaction counts, the role of reliable communication cannot be overstated. At the heart of customer trust lies positive customer experiences, and your business phone service serves …Read More »

How to Improve Call Connect and Pickup Rates for International Calls

29th May 2024 blog
How to improve call connect rates and pickup rates for international calls.

Are you making business phone calls to people in other countries, but nobody answers? Well, over 80% of people are “extremely unlikely” to answer a call from an “unknown number.” …Read More »

Work From Home Call Center: 4 Best Practices [2024]

10th August 2020 Call Management, Tips

With the rise in work from home as an option, more and more employees demand flexibility in hours and location. This has given rise to the possibility of a home-based call center that does everything a regular call center does, however, running entirely from home. Here we will highlight 4 best practices that can help ensure your work from home call center runs smoothly.

How to Make a Home-Based Call Center Work Effectively?

Agents and employees prefer to be employed at a work from home call center because it offers flexibility and convenience that can directly impact the quality of their work. With remote or virtual call centers, employees do not have to worry about commuting or work their location. They can work from the comfort of their homes while still doing their job well.

But as a call center manager, virtual call centers may seem like an unproductive alternative as you are not able to keep a constant eye on your agents. So, what are some ways to improve work from home call center productivity that can keep managers and agents happy? Here’s a look.

1. Invest in Virtual Call Center Software to Improve Productivity

Unlike on-premise call centers, virtual call centers comes equipped with necessary call center tools to let your remote and work-at-home agents perform well. Here are some of the top features included:

  • Virtual phone numbers (toll free, local, and international numbers) — To improve local and international calling at cheaper rates.
  • Call forwarding and routing — Direct and route calls based on location, time, skills needed, etc.
  • IVR systems — An automated response that interacts with customers when agents are occupied.
  • Extensions for different departments and call transfer — To improve connectivity and collaboration between teams and departments.
  • Call recording — To record business calls for quality assurance.
  • Outbound calling — Includes a web dialer and customizable caller ID capabilities to make local and international calling easier.

2. Choose Useful Project Management Systems & CRMs

To ensure that employees are doing their jobs well, it is important to have reliable systems in place that track projects, progress, and more. Here is where project management and customer relationship management systems come into play. With the right systems, your teams can create and manage tasks, update customer information and interaction, and more from any location. And you can keep track of their progress, review recordings of calls, and offer ways to improve.

3. Get Outbound Calling Features

An outbound calling service can be very helpful when running a work from home call center. Outbound calling makes local and international calling from any location easy and inexpensive. You can get outbound calling through your VoIP service provider along with your selected local, toll free, and international virtual phone numbers.

With this service in place, your remote employees can call local and international customers by displaying local or toll free caller IDs instead of a random, unknown number. For example, when calling Florida, they can display a Miami local number or US toll free number. And when calling Dubai, they can display a Dubai local number or UAE toll free number. Customers are more likely to answer and even return the call of a number they recognize as local or if it is a toll free number. An international or “unknown” number is much more likely to not get answered.

Plus, the web dialer makes it quick and easy to place and answer calls on any device it is installed on; such as a computer, laptop, smartphone, etc. You can store customer contact information and interaction in the dialer, as well as check voicemails. All of this makes an outbound calling service a work from call center must-have.

4. Track Call Center KPIs

Finally, track performance through call center KPIs. Software such as your CRM or VoIP phone system will help you get call reports and analytics. Here you will find information about:

  • How many calls were answered
  • How long the agent took to answer the call
  • Duration of the call, and more

Common work from home call center KPIs to track include:

  • Average time in queue
  • Average response time
  • First call resolution
  • Average handle time (AHT)
  • Customer satisfaction (CSAT) scores

Increase Productivity and Accountability for Your Virtual Call Center

Feeling more confident about running a work from home call center? There are plenty of tools and practices that can make virtual call centers work effectively. The trick is to find what works best for your needs. Call us at 1 (888) 908 6171 to learn more about how our services can improve your call center.

11 Global Expansion Best Practices to Enter New Markets

30th July 2020 International Business, Tips

Is global expansion on your next business meeting agenda? Any business aiming for success will consider entering the global market at some point. This is because expanding beyond your immediate location can help increase sales and credibility. But how do you make such a big decision and ensure it doesn’t fail? Here are some best practices and tips to consider when going global in 2021.

11 Global Expansion Best Practices to Enter New Markets

Considering global expansion for any business can seem like a daunting task. However, there are plenty of tools and resources available to make this transition as smooth as possible. Here we outline best practices to consider when expanding internationally. These practices are divided into different stages:

  • Planning
  • Presence
  • Follow-Through

Stage A: Planning

The first step to any business’s global business expansion strategy is thorough planning. This includes choosing which countries to target and how to go about targeting them.

1. Which Markets to Target
Conduct market research and gather data and intelligence that can help you determine which regions are prime for your business. Create new buyer personas and study different demographics. Research customer behavior, preferences, patterns, and local trends. Consider: what is the demand for your product and purchasing power of your buyer persona?

2. How to Target New Markets
You can start small by test-selling specific products or services in these markets to see how they respond. You may even consider using research and small business tools made available by the governments in those areas.

3. How to Offer Sales and Support in These Markets
Open lines of communication between your main office and the new areas you want to target. Common options include contact forms, live chat on the website, social media accounts, and local phone numbers. This way, you can sell and provide follow the sun service to entities located in these new markets.

4. International Payment Methods
An important aspect of global expansion is to make processes easy for customers and clients in different states and countries. One of these processes includes setting up international payment methods. In order to decide which payment methods are useful, you will need to research the local buyers’ preferred methods. Additionally, ensure that this payment method has a reputation for security and is credible.

Stage B: Presence

Now, once you’ve decided which markets to enter, the next step in global expansion is creating and maintaining a local presence in these markets.

5. Global Marketing with Partnerships
Start by establishing connections and partnerships with local experts and business contacts. A local partner that has access to the right network of customers, employees, and contacts will prove beneficial. This way, you can quickly enter the market, access the right audience, and create your local presence. You may also consider starting on existing online marketplaces like eBay, Amazon, etc. You can test the demand and make the necessary changes before you start selling with full force.

6. International SEO
Next, you want to optimize your online presence with international SEO strategies. International SEO is like geo-targeting where you’re optimizing your website for different countries and languages. It helps search engines identify the countries you want to target. Then it provides the tools to support your marketing efforts. For example, it may offer different languages you may use or show users local results before international results, etc.

7. Global Sales Development
Now it’s time to start making calls. Once you’ve got your partnerships set up and your website optimized for different markets, the next step is to increase brand visibility and awareness in these local markets. To do so, you can use phone sales. A business phone service can support your sales development strategy by letting you call your local, long-distance, and international customers. Furthermore, you can use international SIP trunks in order to display a local phone number instead of a number they don’t recognize. This way, you can establish connections virtually while taking your time with opening a field office.

Stage C: Follow-Through

Once you’ve got your markets ready and have partnerships and communications set-up, the next step in global expansion is to start making sales and offering customer support. There are a few different ways you can do this. The best way is to buy international virtual numbers and talk to your business contacts over the phone. Here are the most important tools to consider.

8. International Toll Free Service
An international toll free number is a toll free number for different countries. In other words, each country has designated toll free numbers that customers from within this country can call for free. Global Call Forwarding is the most trusted provider of international toll free numbers. Your business can get international toll free numbers for each country that you want to do business in.

9. 24/7 Customer Support
Another important global expansion best practice is to offer 24/7 customer support on different channels. This includes phone, email, live chat, SMS, trouble tickets, and more. You can offer after-hours service by developing an efficient automated self-service system that resolves common queries. Most commonly, businesses will facilitate global customer support using an ITFS number. Customer support is often handled by workers in remote locations and different time zones.

9. Regional Offices and Infrastructure
Ultimately after reaching global revenue targets, your business will need to open regional offices and colocation centers. Regional offices will host local staff in each region. In addition, your critical infrastructure will be hosted at colocation centers. You can find co-working spaces and regional data centers by doing a quick search online.

10. Local Phone Numbers
Local numbers have specific area codes that distinguish them from other areas. Local calls are charged local rates instead of long-distance rates. This is why businesses choose to get a local business number so local customers can contact them without any hesitation. When it comes to driving international growth in 2021, convenience is more important than ever. Your business should aim to provide a convenient experience as part of your follow-through.

11. Universal Freephone Numbers
A UIFN is a single, universal toll free number accessible from 45 different countries. However, this list of countries is predetermined and cannot be altered. If most of the countries you want to do business with fall under this list, then you search for a UIFN to streamline your inbound calls.

Start By Setting Up International Communications

We at Global Call Forwarding can set you up with local, international, and toll free numbers to get your international communication taken care of. Start by signing up for our global inbound service or porting your existing number on our homepage. For more information, call us at 1 (888) 908 6171.

Virtual Team Communication: 10 Proven Tips for 2024

23rd July 2020 Sales, Tips

Is your business considering moving to virtual offices? Then you need to be well-versed in virtual team communication tools and practices that will maintain productivity and efficiency.

Tips for Virtual Team Communication

When businesses allow for remote working, there’s always a certain level of nervousness attached to it. How will managers communicate with remote employees? How will different teams or offices communicate with each other? How do we track progress and productivity? Here are 10 proven tips to ease virtual team communication to ensure productivity.

1. Make Remote Working a Reality

In this day and age, a business that absolutely does not consider work-from-home as an option may run the risk of losing good employees. The most popular reason why business managers don’t want to consider remote working is because it’s hard to keep an eye on employees and maintain accountability. However, with the right work from home setup, you can establish and maintain communications while tracking the progress of remote teams.

When working remotely, many issues may pop up such as:

  • Lack of collaboration
  • Inability to contact employees
  • Urgent problem-solving needs, and so on

However, the right tools and platforms can help resolve these issues and create a more cohesive virtual office. Here are some of the tools available right now that can assist your team in virtual environments.

2. Invest in Reliable Technologies and Platforms

When working virtually and in different locations, what are the best ways to keep in touch and track your employees’ performance? The most popular answer: project management and cloud phone systems.

Project management systems can help track progress and milestones. On these platforms, teams can work together on projects and share them through the internet. As a manager, you can have access to your teams’ tasks and projects, and keep yourself up to date.

Get a business phone system that enables voice and video communication over the internet. Your entire team can make calls from their computers. This helps reduce costs and maintain connectivity. Communicate with employees as and when needed. Additionally, you can have calls routed to specific employees to ensure everyone is doing their job and no employee is sitting idle.

3. Choose the Right Virtual Team Communication Tools

Similar to the above point, depending on your business’ functions and needs, you will require appropriate virtual team communication tools. These include:

  • One platform for all communications (phone, email, chat, SMS, etc.)
  • Call forwarding and call transfer
  • Call recording software to record business calls
  • Audio and video conferencing
  • Project management systems
  • File storage and collaboration tools, and more

Find applications and software that work best for your teams. This may require some trial and error but getting the right tools can positively impact collaboration and productivity, even when working remotely.

4. Offer Different Mediums for Easy Communication

Don’t just stick to email or phone conversations for quick support. You may consider having a chat or SMS tool that can be accessed via their smartphone. You can also develop a system where employees who have queries or encounter issues may submit trouble tickets or “problem-forms” and receive the right solution via email. The trick is to offer different ways to stay connected.

5. Consider Time Zone Differences

Remote teams are not always located in the same city or country. And for this reason, all of your employees need to be aware of the different time zones involved. You may consider creating an online spreadsheet detailing contact and time zone information. This ensures no calls and meetings are conducted at inappropriate times. A time zone calculator may prove useful so users don’t have to spend time calculating the exact hour.

6. Create Guides, Knowledge Bases, and More

Another important aspect of virtual team communication is the ability to quickly access important or necessary information. One way to do so is by creating reliable communication channels (as mentioned above). However, another effective method is to create support guides and knowledge bases that can be accessed by relevant people. The point is to provide easy access to information so employees can do their jobs effectively. These guides can be stored on Dropbox, Google Drive, Microsoft’s OneDrive, or on your project management system’s storage feature.

7. Monitor Metrics and KPIs

Next, monitor important and relevant KPIs instead of constantly micromanaging and monitoring your employees. Focus on the results of their performance instead of how they are getting work done or how long they’ve been at their desk.

8. Make Goals and Proper Business Communication Behavior Clear

All your teams and employees need to be on the same page and know what the final goal is. The same goes for proper business communication. Define, explain, and practice. For instance, are emojis or GIFs allowed? How does voting take place? Does everyone need to respond or do only relevant people? How many times should employees check their messages or email, every 30 minutes or every hour? And so on.

9. Avoid Long and Unnecessary Video Calls

Video calls are necessary at times to get everybody on the same page to receive quick updates. However, it is easy to go off-track and end up on video calls for more time than needed. Therefore, plan to have video calls only when necessary and follow best practices. This will help in reducing the time spent on these calls and increasing productivity.

10. Check-in With Your Team Regularly

Finally, check in with your remote teams as often as possible but within reason. You may choose to do brief monthly meetings. However, it may help to check-in via email, a quick call, or chat every week to make remote employees feel valuable.

Need Help with Virtual Team Communication? Ask Us!

We offer tools that can help keep your business communication stay connected no matter where your employees or offices are located. Our virtual phone system can route calls as needed and it provides high-quality connection. To build your cloud phone system, call us at 1 (888) 908 6171 today!

11 Tips to Improve Your Outbound Calls Strategy

21st July 2020 Tips, VoIP

Are your outbound calls not making enough sales? You may need to rethink your strategies and implement new ones. Here are 11 tips to improve your outbound calling strategy and generate more leads.

11 Proven Tips to Improve Your Outbound Calls Strategy

Outbound calls are outgoing calls made from a company to its customers, vendors, and business partners. During outbound calls, agents or representatives call a list of promising leads or prospects and encourage them to make a purchase or sign up for a service.

Some common reasons for outbound calling are:

  • To increase brand awareness and visibility
  • Proactive approaches such as checking in with customers, setting upcoming appointments, following up on recent purchases or abandoned carts, etc.
  • Offering customer success services where you and customers or clients together work towards a goal
  • Verify or activate accounts
  • Send out reminders for upcoming payments or renewals
  • Collect feedback or conduct market research, to name a few

Outbound calls are sometimes known as cold calls, which are frequently used for sales, telemarketing, customer success, and more. However, cold calling is difficult because most customers are not prepared for your pitch.

So what can you do to grab their attention more effectively? Here are 11 useful tips to improve your outbound calling strategy.

1. Set Realistic Goals: Identify KPIs

First, it is important to set reasonable goals and share these with your teams. These goals and milestones can be modified as your business grows and new factors come into play. Make sure everyone understands what the goals are and how to achieve them. For example, are outbound calls meant to survey prospects or make a sale? How many sales should be made per month or per quarter? And so on.

Additionally, you want to identify relevant key performance indicators (KPIs) so you can measure employee performance. Common KPIs associated with outbound and sales calls are:

  1. Average Handle Time: Length of calls in relation to the total number of calls. Longer handling times may indicate difficulty in closing, poor persuasion skills, or insufficient product knowledge.
  2. First Call Resolution: Number of calls resolved on the first call in relation to the total number of calls. High first call resolution indicates that agents are doing well and are able to sell effectively without wasting time.
  3. Conversion Rate: Number of sales in relation to the total number of calls. A low conversion rate means that not enough sales are being made and the outbound calling strategy needs more work.
  4. Occupancy Rate: Time agents are spending on calls in relation to the amount of unavailable time spent. A low rate for an agent or rep means that they are struggling with post-call work.

2. Create the Ideal Call List

This goes without saying but if you are not targeting the right audience and demographic for your business, you won’t make great sales. Therefore, creating the perfect list can impact how well your business performs. Conduct market research and allow collaboration between marketing and sales teams so that together they can work on ideal buyer personas for your product. Then, develop a promising list that agents can pursue and generate more sales with.

3. Get an Outbound Calling Service

Consider getting an outbound calling solution to support your local and international outbound calls. With a web dialer, your call center agent can quickly place calls from a computer and log important call notes.

Additionally, they can contact long-distance clients and display local area codes instead of international ones. Individuals are more likely to answer recognizable or local numbers instead of random, unknown ones.

4. Train Your Phone Sales Reps

Part of ensuring your phone sales reps are doing their jobs well is training them to do them correctly. Train and re-train agents to highlight and refresh best practices that they should imitate. Sit in on calls or record calls and review them to offer advice on proper and ineffective strategies. Refer to experts and webinars for more useful and modern sales development training tactics that outbound call center agents can use.

5. Collaborate with Marketing

Your marketing team has a good idea of how to sell to audiences. And your sales team knows who this audience is. Putting these two teams together can help you gain a bigger picture of your target audience and how to appeal to them.

6. Pay Attention to Your Prospect

Most agents dominate the call trying hard to make their pitch and sale. However, in order to gain their attention, you need to engage the prospect. Listen to them, pay attention to their needs, concerns, and issues. And adapt your pitch to make it flexible, allowing you to customize its relevance. This is much more useful as opposed to a stock script. Make them feel valued as individuals and not merely as another conquest in your sales job.

7. Study. Analyze. Optimize

Next, study your processes, responses, and agent performance. Use the KPIs and other metrics to track how your call center or business is performing. Analyze call tracking metrics to boost inside sales revenue.

8. Identify the Best Calling Times

Another factor worth paying attention to is the best time of day to call prospects. Most experts suggest that Wednesday and Thursday are the best days to call prospects. This is because they are not preoccupied with the upcoming week or getting ready for the weekend. Additionally, calling between 11 am and 1 pm or 4 pm and 5 pm is preferable instead of early morning or during the pre- or post-work commute.

9. Consider Outbound Calling Tools

As mentioned before, consider outbound calling tools such as a call center dialer, CRM, and customizable caller ID to boost your success rate. These tools make it easy and even automate processes to a certain degree which can make placing calls and closing deals faster.

10. Simplify the Process

Make it easy for prospects to understand your brand and product, find more information, and make the purchase. Only offer information that is necessary and relevant. Overstatement and technical jargon can put customers off.

11. Record and Review Interactions

It can be very helpful to see how your employees are interacting with customers. Use a call recording software to review calls and pay attention to customer preferences, behaviors, and more. This will give you insights into what aspects of your product or service are most and least successful. Based on that information, you can create better products and services and improve customer care.
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How to Set up a Virtual Phone System?

9th July 2020 How To's, Tips

Need to upgrade your business phone system? Thanks to advancements in telecommunications, a virtual phone system can help you organize and manage calls while expanding your reach. Follow these steps and set up your business communications quickly!

What is a Virtual Phone System?

In short, a virtual phone system is just like a traditional phone system, except that it works virtually. With such a system, you can run communications from any location or device. You are not limited to your immediate physical location. Additionally, since communications are virtual, you can connect with long-distance clientele more quickly and with lower calling charges.

A virtual or hosted phone system is made up of:

  • Virtual phone numbers such as toll free, local, and international numbers.
  • VoIP or PBX set-up.
  • Features such as call forwarding, call routing, IVR systems, extensions, call recording, and more.
  • Online account management.

With a virtual or cloud phone system, you can keep communications running no matter where you are located. Plus, it facilitates easy communication between remote offices and employees. To get a virtual phone system, you need to sign up with a virtual phone service provider. Here are key steps to keep in mind.

1. Determine Your Needs

Before getting a virtual phone system for business communications, you first need to determine what you need from your virtual phone system. What type of connections do you want to maintain: just local or international as well? Do you need multiple toll free and international numbers?

Consider the various features virtual phone service providers offer. What features would you like your communication system to have? Do you need to record calls or a dynamic caller ID to display custom caller IDs?

Finally, what is your budget and how high are you willing to go? There are countless providers out there but you need one that can accommodate all your requirements and still fit your budget.

2. Research Virtual Phone Service Providers

Once you have a good idea of what you want from your business virtual phone system, start researching the market. Review various virtual phone service providers, how long they’ve been in the market, their pricing and list of features, customer reviews, etc.

Global Call Forwarding has been in the business since 2007 and continues the legacy of its parent company, United World Telecom, established in 1996. Global Call Forwarding has been offering toll free, local, and international numbers to businesses through number hosting in more than 160 countries across the world. We also offer common and premium communication features such as call forwarding, IVR and extensions, call recording, outbound calling, and more. You can choose a plan suitable for your size and needs from our 5 plans.

3. Sign Up for the Service

Now, sign up for the provider that gives you everything you need at a price you desire. You can sign up for our service through our website or by calling 1 (877) 898 8646. Activate your service and start advertising your new number!

4. Set Up Call Forwarding

The main component of a virtual phone system is forwarding incoming calls to devices or lines of your choice. This is especially beneficial when receiving international or long-distance calls. To better explain, when you purchase an international or toll free number for a different country, residents of that country can call this number for local charges or for free. However, that call is routed through a call forwarding service to your office line, field office, or home office, as desired.

Therefore, if you purchase multiple numbers for different cities, states, and countries, then the first step is to map out how calls will be forwarded and where to. Route calls based on the location of the incoming call or the time the call is being made.

5. Set Up Features

Next, set up and organize the features you purchased. For example, create your custom greetings and voicemail messages. Map out and design your IVR system. If you have an outbound calling service, you may want to download the web dialer or outbound dialer that comes with your service and update it with current contacts and records. This way, you can start placing calls quickly.

6. Start Placing and Receiving Calls!

Now that everything is set up and ready to use, start making calls to local and international clients and prospects. And be prepared to offer excellent customer service to customers located in your target areas.

Get Your Virtual Phone System with Global Call Forwarding

Want to learn more about how we can help you build an ideal virtual business phone system? Reach out to one of our experts today and find customized solutions for your business!

5 Ways on How to Do a Winning Product Demo

30th June 2020 Tips

A product demo goes a long way when trying to sell your business’ product or services. For some businesses, it can make or break the sale. And so, as a salesperson, you must do everything you can to make your product relevant to your prospect.

How to Do a Product Demo Successfully

A successful product demonstration includes describing the product well but also making it relevant and useful to the prospect. So, what do you need to keep in mind while preparing for a product demo? Here are some ways you can create a solid demo.

1. Study the Product Well

Nothing puts prospects off more than a salesperson who doesn’t know the product they are selling. To be able to sell during the product demo, you first need to know what the product is and how it can benefit your audience.

For instance, if you are selling a new version of a product or service, make sure you understand what comes with the new version before the demo. Pay attention to new features, technical details, and more. Essentially, be prepared for questions about the product or related processes.

2. Research Your Client

Every prospect is unique and has specific circumstances under which they are considering your product. Therefore, it is important that you are able to present your product or service as the ideal solution. To do that, you first need to know relevant information about your prospect. Do your research and study your client before the product demo.

Don’t just Google their name and skim their website. Understand their service, number of employees, size of the company, essential needs, and so on. Look through their LinkedIn page and social media accounts. Read their press releases, articles, interviews, and industry reports. You may even choose to see what their competitors are doing to see if you can help them achieve it.

There are plenty of helpful tools for salespeople to research potential customers.

3. Craft Your Offer, Rehearse, and Personalize

Once you have the right knowledge about the prospect, you can craft a personalized offer that is relevant to them. A successful sales demo not only demonstrates the product but highlights and identifies it as a solution to an existing problem. When creating your offer and product demo, consider these questions:

  • What are the prospect’s common challenges?
  • What are the main areas of concern in their industry?
  • Which features or sub-features of your product/service can solve their problem?
  • Are all features applicable and relevant? Which features should I pay more attention to?
  • What is the best way to describe the features? Can I use examples that are similar to the prospect’s situation?

4. Have a Plan (and a Plan B)

Plan out exactly how you want this product demonstration to go. Write down each point to cover. Map out the sequence of topics you want to bring up. Highlight portions you want to repeat or reinforce. Revisit and rehearse the plan a few times until you feel comfortable.

Create a plan B in case things don’t pan out the way you want them to. For instance, your internet or phone connection may not be good or your prospect may have to cancel. What can you do to continue this conversation? Have backup software or communication tools ready to go. In case the product demo gets rescheduled, have other activities that you can pour your energy into.

5. Make the Call Confidently

Finally, once you are ready to make your call, make sure that:

  • Your internet and VoIP phone service are strong.
  • Make sure your communication tool is working well.
  • Your microphone (and camera, if applicable) is on and works.
  • The software for the product demo is ready.
  • Your plan A and B are both readily available.
  • Keep relevant websites and tabs open.
  • Keep your CRM or notebook ready to take notes.

All Set to Create the Ultimate Demo

As a successful salesperson, it is your job to do the extra work that will give you better chances of making a sale. With all of this in place, you can confidently make the call and focus on giving an excellent product demo!

9 Best Customer Service Examples for 2024

25th June 2020 Learn, Tips

Customer care and support are essential as they can determine how well a company performs. If you are looking to upgrade your service, check these best customer service examples and give them a try!

Best Customer Service Companies for 2024

From small gestures to quick responses to individual care, customer support can go a long way in securing valued customers and clients. Here we list 11 best customer service examples of companies that try hard to offer quality customer care and please their valued customers.

1. Amazon.com

Amazon has risen tremendously in the past decade. Almost every individual uses Amazon to purchase gifts, household equipment, clothing, books, and more. In fact, users tend to look at Amazon first to get products that may not be available in any other physical or online retail store. Plus, the e-commerce giant is quick to offer refunds and even makes the return process easy with multiple drop-off locations. This makes Amazon one of the top customer service examples to model your support team after.

2. Google

Google, like Amazon, has grown into a service most people use on a daily basis. From its search engine to Google phones, Chromebooks, and apps, to marketing and advertising, Google is embedded in almost everything we do. It is, therefore, necessary that they pay attention to how we use the service. The company is extremely accessible via live chat, email, and phone. They even have an extensive forum for common issues and frequently asked questions. This helps users get quick answers to their concerns and resolve them successfully. They also offer deals and discounts (and at times, even gift products for free) to valued and loyal customers.

3. Chewy.com

Chewy has been steadily growing and earning its place in customers’ hearts. The key is to genuinely care about the pets and animals they are providing resources for. If a customer is unsatisfied with a product, they are quick to respond with a refund and possible solutions or alternatives. All the while keeping the interaction friendly and empathetic. With pets, it is often possible that you purchase a product that might not work out. Having a customer support team to right that wrong in the easiest way possible can be a huge load off your shoulders.

4. Publix

Publix is another top pick from great customer service examples because they’ve been voted the “South’s Best Grocery Store” and selected as one of “America’s Best Supermarkets,” both in 2019. In 2020 and 2021, Publix has continued to care for customers as well as their own employees. Employee satisfaction is an essential key to good customer service. If your employees are unhappy, how do you expect them to translate happiness to customers? Publix has this nailed down!

5. Starbucks

Starbucks pays great attention to details and uses that to meet exceptional customer service standards all over the world. Each type of drink is uniquely made with a precise pattern and ingredients that are easy to imitate elsewhere. From specialty drinks to cozy store designs to even their own music profile on Spotify for customers who care about music, Starbucks has been innovating in regards to customer care for years and continues to do so.

6. Chick-Fil-A

The customer service team at Chick-Fil-A is known for being professional and courteous. In fact, in 2016, they were rated the most polite employees for always including the magic words “please” and “thank you” in their interactions.

7. Aldi

Aldi has won many customers’ and shoppers’ hearts over the years with their low cost, high-quality items, and selection of produce. Even though the store is a supermarket, it creates a personal feel that appeals to customers of different sectors.

8. Costco Wholesale

Costco is a favorite all over the United States. Their low prices, top quality, bulk purchasing, easy policy, and free samples make them one of the best customer service examples, easily. And these factors are the reason why they receive loads of new members every year while retaining the ones they already have.

9. JetBlue

JetBlue is considered one of the top best customer service examples because they use small gestures to make their customers feel valued and cared for. In fact, in the 2019 North America Airline Satisfaction Study, this company was awarded the Top Customer Satisfaction Honor Among Low-Cost Carriers. From cheap cancellation fees to complimentary snacks, JetBlue makes an effort to take care of its customers and offer a worry-free service.

Why are These Customer Service Teams Successful?

The reason why these companies and businesses are mentioned in lists of top customer service examples is because they are doing something right. So, what are they doing well? These companies:

  • Are accessible through different channels.
  • Customize and personalize wherever applicable to make users feel special and involved.
  • Practice active listening and quick responses.
  • Study customer behavior and preferences in an attempt to serve better.
  • Provide self-service content and FAQs.
  • And are highly motivated to serve well.

Let us leave you with these questions to consider: Is your business trying to achieve these goals? Where do you see room for improvement? How can you enhance customer experience and service? What is the next step?

Related: 23 Incredible Customer Service Tips for 2024

6 Ways to Get People to Buy Your Product

25th June 2020 Tips

Most sales reps constantly contemplate: how can you get people to buy your product? What can you do to quickly close a deal that you have been working on for weeks? How do you convince prospects who are on the fence to make a purchase? What efforts can you make to ensure sales go smoothly?

How to Get People to Buy Your Product

Even though it’s hard to close certain deals, part of being a successful sales rep means not giving up. So, what can you do to get people to buy your product? Here is a look at the most common hurdles to closing sales and how you can communicate clearly to ensure your products get noticed and ultimately, purchased.

1. Avoid Using Heavy Jargon

Overly technical language can easily put a customer off. Instead of using jargon or commonly used industry cliches, make it easy for your clients to understand what your product consists of, what the benefits are, and how they can apply it to their needs.

2. Focus on the Benefits of Your Product or Service

Most agents or reps tend to list down all the features that come along with a product or service. However, while clients are interested in what a product does, they also want to know what it means for them specifically. Understand their needs and business so you can demo your product as a solution that helps them.

3. Keep Them Engaged with Email Marketing

Use email marketing to educate and inform customers, not just to remind them of your business. Why are prospects hesitating from making purchases? Can you offer more information about the product or service your company provides? Use email to continue the conversation in a productive, informative way.

4. Emphasize How Your Brand is Unique and Different

Get a prospect to pay attention to your specific product and brand by demonstrating how it is unique and different from others offering similar or the same product. Generic benefits and features may convince a client to purchase, but it does not guarantee that they will buy it from you. So show them how your brand is separate from the others, offers better features or functions, and why it’s important in the industry.

For example, our sales reps spend a majority of their time explaining how our international toll-free numbers are quite different from services offered by other providers. A focus on differentiation will surely help convince more people to buy your products.

5. Use Testimonials and Case Studies to Demonstrate Success

Include reviews, testimonials, and case studies on your website and social media platforms. You should constantly be asking your best customers for testimonials. Highlight how customers have already used the product so new customers can visualize it and see how it works in action. Include statistics and hard data to support your claims.

6. Create a Sense of Urgency for Difficult Customers

Sales reps have to deal with customers who do not get off the fence. Even though they are solid and promising leads, they need ongoing convincing. So how can you increase the urgency without using high-pressure tactics? Short-term offers or deals with an expiration date can help close these deals while triggering them with immediacy.

Close the Deal!

Now that you know a variety of inside sales tactics to get people to buy your product, start implementing these methods into your strategy to improve your sales record. Be patient and find maneuvers that will help you enhance your efforts; using the right tools and strategy, you will be converting sales successfully.

Top 11 Qualities of a Successful Sales Rep

24th June 2020 Tips

What does it take to be the best sales rep out there? Here are 11 top qualities every salesperson who wants to be successful should have. A critical eye and hard work will help you achieve your goals better and perform your job effectively.

How to Become a Successful Sales Rep?

As a salesperson, you need to prepare yourself through education, networking, and more to handle calls and clients in the best way possible. So, what are the key elements to be a successful sales rep? Here are the 11 qualities only the best sales reps possess:

1. Stay Persistent But Respectful

Most sales require multiple follow-ups and contacts, yet reps are generally inclined to abandon a call after the first or second follow-up. The idea here is to not be too persistent so as to frustrate the prospect. However, a successful sales rep has to be persistent to close more deals. For inbound leads, 6 to 10 attempts to contact a person is considered the industry norm.

Persistence does not suggest aggressiveness. When following up with clients, ask if they are still interested in completing or achieving a goal with the help of your product or service. Speak with them about the issues they are facing and help them identify your product as a viable solution.

2. Be Goal-Oriented

It is every sales rep’s responsibility to know and understand what the goals are and what is expected of them. If you are not goal-oriented, then you are not moving towards the same direction as the rest of your team or company. This can lead to confusion, lack of motivation, and more. Keep track of the company’s goals as well as the personal goals you set for yourself. Make a plan and aim for it. Track your progress either bi-weekly or monthly. And, most importantly, be sure to celebrate those small victories.

3. Stake Your Claim as an Expert in the Industry

A good sales rep takes the time to study the company, its products, values, as well as the industry the company resides in. Understanding the target audience’s businesses — from general goals to daily tasks — is valuable. As an expert in the field, you will be able to help customers understand how your product can be applicable and useful in their specific business. You can use this information to guide and consult them and offer your product as a solution.

4. Be Tech-Savvy

Depending on the business you represent, you will be required to work with different technologies and software. This is why it is important that you take time to master the tech most frequently used in demos, meetings, presentations, or calls. The tech used can range from video communication tools, CRM software, outbound calling software, PowerPoint presentations, and so on. Learn how to troubleshoot common issues, bad internet connectivity, etc.

5. Adopt Active Listening

Paying attention to prospects and clients is crucial. If you don’t listen, you will not be able to provide useful information and solutions. Sticking to the script is important, yes, but every prospect and client is different. Their needs, issues, and goals differ. To understand their problems and provide them with the best help, you should listen actively to what they have to say. This way together both of you can make a plan that satisfies their needs.

6. Take Rejection Well

Rejection is a common occurrence with outbound sales calls. Not every prospect has the time, patience, or even interest in what your product is or what you are presenting. And while rejection is hard, a good sales rep knows how to overcome rejection. Take risks and pursue promising deals. And if you are rejected, bounce back and focus on the successes.

7. Focus on Building Relationships

As a sales rep, your job includes — and at times, depends on — building strong relationships. Therefore, you need to be able to build a rapport, strike up interesting conversations, and be a good listener. Research your prospects and their businesses deeply. Ask follow-up questions. Let your client know that they are important to you and your business and they are not just another prospect on your long list.

8. Network, Because Your Business Depends on it

Salespeople love to network. This includes being involved in relevant online and offline communities, having various business connections and relationships, and knowing the ways of your business and industry.

9. Multi-tasker

As a sales rep, you will be handling a variety of tasks and deals simultaneously. Therefore, you should know how to prioritize and juggle promising leads while responding to and following up with leads in the initial stages of the selling process.

10. Understand How to Communicate Well

This should go without saying but a sales rep that cannot communicate well will struggle with leads and clients. You should have good verbal and written business communication skills and use the right industry-jargon to inform, educate, and sell your services and products.

11. Patience (Is More Than a Virtue)

Finally, be patient. Inside sales can be hectic and often overwhelming. You will come across some very difficult clients and situations. Take the time to evaluate and find the best possible solutions.

Self-Evaluation is Key!

Evaluate yourself and understand your strengths and weaknesses with honesty and determination to consistently perfect your skills. How many of these qualities do you possess? And what areas do you need to improve in? Find yourself a good mentor who can help, teach, and guide you. With hard work, you can be the next successful sales rep in your team. Good luck!