Follow-up calls are comparatively harder to process when compared to first calls. That’s because the customers expect a clear-cut solution to their problem or a satisfactory answer to their question during the second call. They’ve already spent time providing you the information in the first call and they have given you time to look for a solution to their problems. They expect results upon receiving a follow up call.
For that reason, it’s important to have all the information needed to follow up with a client successfully.
In this article, we talk about what you must do while making follow-up calls to your customers. It doesn’t matter who took the first call, you, or a phone answering service, we have curated the right pieces of information to assist you.
Know your caller’s expectations
It’s important to know what your caller is expecting in the follow-up call. Depending on the query they asked during the first call, the caller’s expectations may vary wildly. They may want a simple answer to their question, or they may be looking for a complex solution to their problem. No matter the case, it’s important to be prepared to answer.
If you’re not able to help the caller even during the second call, it’s not a good indication of your company’s proficiency. You had plenty of time to work on the subject after the first call. In the follow-up call, you go out there and make the caller happy.
Prepare your notes
If you are not taking your own calls, this is where a good Answering Service is of great importance. Take a look at us, Easybee. When Easybee takes a call for you from a client or potential client in need of help, we will double check their contact information and proceed to ask all the questions you require from us. We will take messages with great detail so you know exactly what happened during the call and tailor your response to the caller.
When to make the follow-up call
There’s no solid time frame for when you should make a follow-up call with a customer. It really depends on the magnitude of the issue the caller might be facing, and also the urgency of the matter.
For instance, if the caller is a customer who’s facing a serious problem, you need to sort it out as soon as possible. Issues like these need to be addressed on short notice so the customer doesn’t have to suffer from the problem for too long.
Easybee’s message-taking service comes in handy in the meantime
While you’re working on the fix and waiting for the follow-up call, Easybee’s message-taking service comes in handy during the meantime. You need to keep the caller updated on the status of their query. But it’s not a good idea to call them again and again just to give them updates.
The best way to send updates is through messages. And Easybee’s services can automate that task for you by sending seamless update messages to every caller waiting for a follow-up.
The bottom line
Following up with a caller to fix their problems or answer their questions is a tough job. That’s mainly because tactics like, “We’re looking into this and will get back to you soon” don’t work anymore. The callers need a solid reply in the follow-up call.
This article will help you with that venture. By following the tips above, you can essentially make your follow-up calls a breeze. And of course, getting help from Easybee in this regard always helps. Contact Us!
