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Author: Laura Swatton

A woman working at a laptop from her brightly coloured kitchen A woman working at a laptop from her brightly coloured kitchen

“Work in their shoes”: Setting the gold template for customer service

Written by Laura Swatton on . Posted in Blog.

Only by working in your customers shoes can you deliver the levels of customer service they now expect

The post-pandemic customer emerges with completely new priorities and buying behaviours. Lockdown and forced ‘home working’ for many office workers has driven people to engage differently and digitally.

The new buzzwords for customer service are ‘contactable’ and ‘accountable’. With e-commerce booming and a world of choice available, just one bad experience can lead to the loss of a customer.

Ask yourself a simple question. Can my customers contact me using the method that they want to? Many people prefer to get in contact via web chat, IM or even where appropriate ‘self-serve’ which if it is seamless, effortless, and quick provides a win-win for both business and customer but, there are customers that still value telephone or email interaction and a human voice providing high levels of personalised expertise.

Let’s go one step further and look at buyer engagement and brand loyalty. How can you give your customers the warm feeling in 2021? How do you keep them coming back? Customers now expect the businesses they engage with to know their preferences and they need to feel confident in a world of increasing cyber and online crime that their data is stored sensitively and securely.

The gold customer service template can only be designed and achieved by “working in your customers shoes” and identifying how you can provide a prompt response or quick resolution to their query in the most effective way for them.

The Evoke team can work with you to build your gold customer service template and ensure that your communications and digital strategy is aligned with market demand and your business goals. Please speak to your Account Manager or a member of the Evoke team to discuss how you can achieve a gold template for your customer service levels in more depth. Contact us in whatever way you choose on 0800 8403688, hello@evoketelecom.com or simply start a web chat with us now.

A simple telecoms hack to help your marketing budget!

Written by Laura Swatton on . Posted in Blog, Uncategorized.

As businesses look to grow their customer base as we all emerge from lockdown, telecoms could be the answer that provides that critical insight into how well your marketing spend is performing.
Generating new business enquiries

With 45% of businesses reporting turnover below what is normally expected, business growth and recovery is high on the agenda for post lockdown Britain.

However, despite many predictions and speculations, we are not crystal clear yet as to what ‘the new normal’ will really look like? How far will our businesses need to adapt and change in line with new consumer habits or changing market demands?

It is a fine balance between reinvigorating your market opportunities to drive that essential increase in sales and investing your marketing budget in the right areas to achieve the best return.

When you do make the decisions on how and where to invest your valuable time and money, how do you then measure success?

Do you currently have a way of identifying where a new inbound lead was generated from? Was it from an advert in a local magazine? An industry article? A radio ad? A social media post? A blog? Or even from a visit to your website?

There are many complex and often costly systems on the market that provide analytics and management information that can be used to predict success strategies. But these come at a price and greater the cost of the analysis, the more leads you must generate to cover your spend, right?

This is where we share our super simple telecoms hack of the month, ‘the inbound telephone number’.

Where did those enquiries come from?

Evoke Telecom can help you with your campaigns analysis by providing dedicated inbound telephone numbers. This can be per campaign, per medium, or even per publication.

As a result, our customers can easily see where their leads are being generated and how many prospective new customers are being attracted!

The inbound bill and associated analysis provides insightful key metrics such as:-

  • How quickly each campaign generated a response
  • How many total responses were generated
  • Identification of calling trends – most popular time of day/day of week
  • Whether prospects called from a landline or a mobile telephone
  • Average call length per campaign

Inbound numbers are a cost effective yet powerful solution that enables businesses to identify how successful a campaign has been. Also, how best to shape future campaigns using the valuable data and insight collected.

How can I find out more?

Would you like to know more about how inbound telephone numbers can drive that key critical insight and make your marketing spend go further? If so, then please talk to a member of our helpful team at Evoke Telecom for a no obligation discussion. You can contact us by email at hello@evoketelecom.com or why not pick up the phone and call our free of charge sales line on 0800 840 3688 . We can’t wait to help you.

 

Pictures courtesy of Andrea Piacquadio and Ivan Samkov (Pexel) 

fibre optic cables up close fibre optic cables up close

There’s light at the end of the fibre as Virtual1 connects with CityFibre

Written by Laura Swatton on . Posted in Blog.

We are so excited about 2021 in the Evoke offices! With a countrywide, full fibre gigabit broadband network more important than ever to support the UK’s post-Brexit and post-Covid-19 recovery, one of our key network partners, Virtual1 has announced a collaborative partnership with the third largest national digital infrastructure provider, CityFibre. This formidable partnership will enable us to serve our business customers with an increased portfolio of 100Mbps to 1Gbps full fibre Ethernet products in 28 cities, expanding as CityFibre continues its roll out.

The UK’s full fibre rollout and the 2025 PSTN switch off are the driving forces behind the most significant change to business connectivity in a generation where there are strict government targets in place to accelerate the delivery of gigabit capable broadband across the UK by 2025 (no coincidence that this is when the old digital network is due to be turned off!!).

Virtual1 founder and CEO Tom O’Hagan said:

“The partnership combines CityFibre’s growing UK coverage with the flexibility of Virtual1’s Software Defined Network to deliver the best of both worlds.”

Giving impetus to its rollout plans, CityFibre is now embarking on a recruitment plan that will include the identification and training of thousands of unemployed UK residents as well as new job opportunities for qualified and experienced construction and telecoms workers.

At Evoke, we really do see this as an extremely positive partnership and in real terms, this gives us great opportunity to provide our customers with the very best connectivity speeds through a solid and trusted network partner that is giving back to the community. Sustainability and support for local communities and industries closely aligns to our company values and ethos.

Please speak to your Account Manager or a member of the Evoke team to discuss superfast connectivity in more depth or please do request your free of charge audit of your existing services so we can help you identify where efficiencies and improvements can be made. Contact us on 0800 8403688 or hello@evoketelecom.com.