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5 Steps to Create an Effective Call Reduction Strategy 1. Monitor customer calls First of all, it is important to identify the most frequent requests made by customers during calls. Once the recurring themes or problems have been identified, specific content can be created that responds to them, which customers can access independently. For example, people calling to request a loan can be automatically directed to speak to an operator. While if a customer wants to switch to paperless billing, the request can be done in self-service mode. In this case, the call will be redirected to the online portal to complete the procedure. 2. Create an online customer forum Online customer forums can be invaluable to businesses.



Creating a dedicated online latvia consumer mobile number list space where your customers can share real-time information and answers to individual questions is really helpful. In fact, if monitored and moderated, eliminate the need to resort to operators. 3. Use proactive communications In short, it’s about anticipating customer calls, providing them with information before they need it. Using automated emails, SMS , and even prominent signage on your company website, it’s easy to keep customers informed and encourage the use of self-service channels. For example, after a prospect applies for a loan or service online, they often call to ask about the process and status of their application. This call can be avoided by sending the customer a confirmation SMS with a link to FAQs or a dedicated landing page explaining the process.



Subsequent recurring SMS updates can also be sent updating the customer on the status of their application. Since SMS boasts a 93 % open rate , businesses can be confident that the update will be received and read. 4. Adopt a multi-channel approach It is important to remember that proactive communications are only effective if they are received and read by the recipients . For this reason, the choice of the most appropriate channels will be dictated by the preferences of your customers. However, we always recommend a multi-channel approach, which considers for example email, banners on the site and SMS. SMS are a privileged channel, given that 87 % of users of all age groups declare that they appreciate those received from companies.