Is The Direct Response Industry Dead?
In recent years, marketers involved in direct response campaigns have asked if the industry was dead or no longer viable. At times, these somewhat dramatic statements have elicited a concerned response. In reality, the direct response industry is not dead. The evolving marketplace has required marketers rethink traditional marketing techniques to be successful in a technologically connected world.
Direct response marketing is a technique that allows businesses to advertise directly to potential customers with a call to action. The call to action can include a limited-time option to buy, website link or a phone number for a direct response call center. Pieces of direct response marketing are also varied and can include television/radio ads, mailers and online advertising. The campaigns that businesses run produce measurable responses.
Traditionally, customers would see an ad and call a number for more information or an out direct response call center would call potential customers. In today’s marketplace, customers conduct more research on a potential purchase, often reading 8-10 pieces of product information before deciding to purchase.
Additionally, today’s direct response campaigns, while they generate calls into a busy inbound direct response call center to purchase, they also generate calls from individuals who are interested in learning more about the company itself and its brand. There is also a greater delay in the consumer’s decision to purchase today.
A Canadian study several years ago reported that on 15% of consumers will make a decision to purchase in the first 90 days of researching a product or service. An additional 52% will take 18 months to make a decision to purchase. Traditional “buy it now” campaigns, therefore are actually only targeting 15% of their potential customer base.
These marketplace shifts and changes in consumer behavior have required direct marketers to change how they promote their products and services. As consumers have begun to spend more time researching purchases they are considering, it has become more important for businesses engage a direct response call center to be seen as customer centric.
The combined approaches of marketing directly to customers with an immediate call to action and following with the opportunity for the consumer to get more information allows businesses to reach a much broader base of potential customers and increase their opportunity for success.
So, no, the direct response industry is not dead. In fact outsourced direct response call center service providers such as Grupo Noa International have made it even easier for business to sell thru direct response methods.
Source: New feed
Top 5 Reasons Why Your Customer Service Should Be Multilingual
In a globalised world where customer service outsourcing is the norm, it is important for companies to be prepared. Having a customer service call centre that is diverse is not an option but a requirement in a society where you never know who may be on the other end of the line. Here, then, are five reasons why a multilingual virtual call centre is essential to your business’ growth.
1. Wider Customer Base Can Be Served
A multilingual virtual call centre immediately takes your company from one language to several dialects. Instead of only having call centre staff who only understand English, you can have employees who are fluent in a variety of other languages who can service your customer base.
2. Multilingual Virtual Call Centre Gets Better Attention From Clients
Regardless of your attentiveness to a conversation, you have to admit that it is difficult to fully hear and grasp the concept of a discussion if your cannot decipher the meaning of the other person’s sentences. You may think that they are trying to tell you about their dog when in fact they are revealing a secret about their cat. It is this difference in vernaculars that causes businesses to lose would-be loyal customers. Such is the reason why you need a customer service call centre that has a multilingual workforce.
3. Customer Service Outsourcing Improves Affinity With Clients
It is much easier to address an individual’s concerns if you understand the problem. Customer service outsourcing connects your company with workers from other cultures who can relate to consumers in their respective ethnic groups. Such employees have all of the tools necessary to fully understand and rectify issues with purchases. Companies like Grupo Noa International have made outsourcing easier than ever before.
4. Root Cause Of The Problem Is Better Explained With Diverse Customer Service Call Center
Empathy is a quality that every company pursues. Sometimes a customer simply wants to know if an employee can relate to his dilemma. A multilingual virtual call centre broadens your business’ horizon so that the understanding and sharing of feelings can be a signature characteristic of your company.
5. Upselling Is Easier When Done in the Client’s Native Language
Consumers have a way of spreading press about businesses that they patronise. Whether such news is good or bad is completely up to the company. Expanding your customer service call centre outside of your region is a good way to receive positive feedback since the multilingual benefit that comes with such growth presents a more personalised way of doing business.
Source: New feed