Using Conference Calls to Improve Customer Service and Get Things Done

We’ve all encountered the blame game, and it’s frustrating because nothing seems to get accomplished. With multiple service providers or parties involved, the blame game becomes an exercise in frustration. They have an immediate out because the other party is involved and easy to blame.

And, here’s where the frustration sets in: they tell you to call the other party who tells you to call the other party.

Whether you’re a consumer, an internal customer, or a business manager who wants to improve customer service, conference calls can play an important role in stopping the blame game and getting things done.

How US and Canada Individuals Can Use Conference Calls to Solve Problems

As a consumer facing an issue that likely involves more than one party, you could use our pay-as-you-go conference calling plan to initiate your first phone call to the main party. As soon as the customer service representative tells you that you will need to call some other party, such as a hardware manufacturer, you can let them know that you will be doing just that — but by joining that person to the existing call.

Our USA and Canada conferencing plans make it easy to stay within the existing conference and then join a new person into it. You can use this same strategy within your organization when trying to get to the bottom of an issue.

By bringing everyone involved together into a group audio call, the blame game becomes much more difficult and you, the customer, should have a better customer service experience as a result.

How US and Canada Organizations Can Use Conference Calls to Improve Their Own Customer Service

Ideally, however, customers should not need to take matters into their own hands. If you want to improve customer service within your own organization, empowering your customer service team with USA and Canada conference calling services can help. As needed, they can schedule conference calls with all of the parties involved.

Instead of passing the blame to the other party, which may or may not be the case, your CSRs can stay involved to make sure that the customer ends up speaking to the correct person whether within your organization or externally. We provide local and toll free access numbers for locations across USA and Canada as well as allow the call’s moderator to manually join individuals to conference calls on demand.

For example, if a CSR determines that multiple parties need to be consulted in order to resolve the customer’s problem, he or she could ask the customer for about 5 to 10 minutes to gather the appropriate representatives from the various companies into a group audio call. The CSR could then ask for the customer’s call back number and manually join the customer into the conference call once all participants have joined.

With this approach, customers won’t have to sit on hold, work their way through a phone tree, or re-tell their entire story to a new CSR. Meanwhile, the customer’s problem can be worked through in a much more expedient manner.

Are you using USA or Canada conference calls to solve customer problems? Give our pay-as-you-go conference calling service a try today.

View details about using Canada & US conferencing here

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