Spoiler… it’s by making sure your customers get to them quickly, with the best experience possible.
We’ve mentioned the expectation economy before and the new reality of seamless experiences across touchpoints, so I’m not going to go into that again.
But were you aware that your mobile audience – out-and-about; want answers now, not next week – are the most likely to abandon?
I’m sure that now you’ve seen it written down, it makes sense.
We know that 98% of callers use a mobile device to connect with brands.
We also know, from our own data, that mobile browsers and callers are less likely to wait in a call queue (than those browsing from a desktop).
As browsing preferences move increasingly towards mobile devices, have you thought about how your strategy nurtures these customers?
In a previous blog post we discussed how you can use your customer’s digital profile to prioritise calls based on the device they are using to browse and call.
This week, I want to show you how the granularity of our segmentation feature can isolate specific device holders down to their precise geolocation and automatically route their call to your closest location.
Many companies with multiple local offices choose to advertise a generic switchboard number to visitors. Callers then have to self-qualify themselves in an IVR to be routed to the right (closest) office. However, we’ve seen that the fact that their call isn’t instantly connected causes mobile callers to abandon in high numbers.
Ten years ago, routing calls was easy – most visitors used landlines, which included the caller’s area code prefix, automatically providing their location. But times have changed and now most calls are made from mobile devices, meaning this is no longer possible.
Freespee uses the caller’s IP address to identify their geolocation and automatically route their call to the correct location.
This use case helps you to make the most of those customers who are making an instantaneous call and so want an instant answer. We want to help your customers get the answers they want, fast, before they abandon.
There are multiple ways of arranging geolocation data depending on the continent, country, region or area. Freespee logs this data to make it simple to adapt to the requirements each country or company might have.
- Continent code,
- Country code (2 digit),
- Country code (3 digit),
- Country name,
- Postal code,
- DMA code
- Area code.
To learn more about routing calls based on your visitor’s digital profile (this includes more than just geolocation!) click here.
Follow the steps below to route calls from a specific region to the nearest office:
1. Create the segment. We want to assign calls from specific Postal Codes to the same Region. The easiest way to do this is by using the advanced ‘Matches Regex’ comparator.
2. Now, define the workflow that these calls will be taken through. Within Recipes select Advanced Assignment rule.
3. Create a new rule (workflow) for the ‘Region 2- Germany’ callers segment. Click on ‘Edit’ and then ‘Add Rule’. Define what office/team the call we be routed to and specify distribution method (cascading vs broadcasting).
Calls from postal codes matching this segment will be routed to the Sales team of that region automatically, and they will be broadcasted (sent to all team members at the same time) to remove the risk of missed calls.
As always, if you’re interested in trying these new features, please get in touch with your Customer Success Manager. If you are unsure who that is, please email email@example.com
If you are not a Freespee customer yet, please email firstname.lastname@example.org to book a demo.