Scripts for communication with clients are a cheat sheet that gives confidence, allows you to demonstrate the advantages of the product and give the buyer information that is beneficial to the seller.
Scripts help managers organize customer russian business email list service activities and check whether the department is providing proper advice to customers.
It is important to approach scripts thoughtfully, and not just copy the appropriate option. Sometimes the template response does not fully correspond to the request, so the manager must change it to suit the specific situation.
The most important moment is considered to be writing scripts.
Firstly, regardless of the fact that it is a template, it needs to be made alive, as if it was created specifically for this client. If the communication format is suitable and the audience is loyal, then you can use jokes, a humorous approach, apply emoticons and emoji for design.
Secondly, ideally, scripts should cover all situations – from simple consultation to problem solving, as well as unexpected cases. To develop template responses, the sales department carefully studies how communication with consumers occurs, what questions arise. It is also necessary to know the product itself, its advantages and, especially, its weaknesses.
Preparing scripts takes a lot of time and resources, so companies often hire professionals to do this.
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Tools for building communication with clients
These tools allow businesses to increase conversion and expand their customer base, while potential buyers receive interesting offers in a game format without having to watch monotonous intrusive advertising.
Telephony without interruptions and “smart” call processing
If incoming calls remain unanswered, then customers leave - not having reached the organization, they begin to work with other sellers or service providers. To minimize such risks, there is a virtual PBX (VATS), which has about 60 functions.
But large companies often require a more customized service, so a tool called "Corporate PBX" (CATS) was created for them. It is used to organize telephony and call centers, and connect various structures in large organizations into a common network. This service is developed on the basis of Russian software and is included in the register of the Ministry of Digital Development.
KATS collects conversation records, statistics, order and request history. In total, this customer communication service includes approximately 1,000 functions, one of the most important of which is the ability to reserve. Usually, if there is no Internet on the client's own PBX, then telephony becomes impossible, and if a violation occurs in the local network, then employees cannot even communicate with each other. Reservation allows you to install two identical versions of the program on top of each other, connected to each other. If one of the versions fails, the second one is automatically connected.
The service can be combined with any other internal system, including CRM and other software from various developers.