ow do you know your customers are getting a good level of service when they’re on the phone to your front-line team? Do you have the message ‘All of our calls are recorded for quality and training purposes’ on your live customer calls? What do you do with those calls?
Many businesses are adapting to be able to offer their customers Virtual Appointments, or Virtual Viewings, so that they can carry on with some sort of business as normal. From designing a bespoke kitchen to viewing a car or a house, most interactions, and even purchases, can be made via a virtual experience.
The challenge for businesses is how well their team are conducting Virtual Appointments or Viewings, and if they are making this process as seamless as possible for their customers. The more challenging the process and lack of effort from your sales team, the less likely customers will interact with your business virtually, so will be more likely to wait until they can visit you in person.