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In more ways than one, the pandemic was a huge shock to the world. More importantly, it caused major changes in the economy on a global scale, some of which have not been seen before in all of history.
From the early stages of the pandemic, right through to our current standing, the pandemic has had significant impacts on every aspect of working life. Needless to say, most businesses have had to adapt various aspects of their operations, to accommodate the new post-pandemic climate we’re now in.
There is a wide range of different things to consider, now that we’re emerging from the other side of the pandemic, and these considerations are crucial to the overall performance of your business.
Whilst this may seem daunting, there are many ways you can successfully manoeuvre this post-pandemic climate, and elevate your business to new heights.
The most effective way of achieving this is by incorporating call tracking software into your business. This article will explain how expert call tracking software is essential in a post-pandemic climate.
The Need for Call Tracking in a Post Pandemic Climate
A better understanding of customer needs
With the pandemic having such a huge impact across the world, naturally, there have been significant changes in the needs and wants of customers. Customer needs are crucial to your business — and with these needs rapidly changing, your business must endeavour to monitor what these are, to ensure it’s providing the adequate services to meet them.
Call tracking will establish the entire journey of each customer, revealing the main touchpoints they engage with most. This will provide insight into the needs of customers. For example, if customers are gravitating toward social media ads, it might show they need a business that provides engaging, accessible forms of interaction.
Also, speech analytics will identify any keywords that reveal the main purposes of customer calls, and what queries they had or information they wanted. The keyword analysis will begin to show the main needs of your customer market through a collection of extensive data.
With this detailed information being fed to you continuously by the call tracking software, you’ll always be in tune with the needs of your customers, and no matter how they change, you’ll be able to not only identify but sufficiently meet them.
This will significantly restore a sense of trust and confidence in customers reeling from uncertain times, and propel your business performance to new levels.
Predicting customer behaviours
Call tracking can also help you refine your customer profiles, and begin to predict their behaviours. This is key to understanding how to reach customers in a post-pandemic climate.
After the pandemic, customer behaviours – including spending habits, service preferences, and business engagement – have changed drastically, and this can greatly affect the lead and sales generation in your business.
However, call tracking’s journey mapping will allow you to thoroughly analyse customer journeys, and see which touchpoints they’re engaging with most. This will give you insight into their behaviours, for you might find, for instance, that customers are now performing much shorter sales cycles than before.
In response, you can tailor your marketing touchpoints to funnel customers through a shorter sales cycle, and create more aggressive strategies that accommodate for the shorter journeys.
This is one example of how call tracking can help you establish the changing customer behaviours in today’s climate, and tailor your business strategies to take advantage of them.
Improved call experiences
In a post-pandemic climate, customers have gained a newfound appreciation for the importance of communication. With many of us being in isolation, we’ve grown accustomed to communicating via the phone. Therefore, this has become a popular method of interaction for customers today, and thus, needs to be refined in every business.
Call tracking can help you perfect your communication through speech analytics. The conversations are recorded and transcribed for evaluation, as well as any important keywords alluding to customer needs, queries, and concerns, being logged.
With this data, you can review the quality of your calls, see how effectively customers are interacting in the conversation, and how successfully the customers’ needs were resolved by the end of the call.
Once you have this information, you can adapt your call approaches – like through customer service training, for instance – to ensure that you’re providing the most reliable and high-quality communication for your customers, which is a key consideration for them today.
Needless to say, call tracking has always been one of the essential components for every business. But now more than ever, you should ensure you’re incorporating this expert tool from a professional provider into your business.