Posted on May 10, 2018Find Your Lost Customers – Proactive Communication Campaigns Using IDD Get Proactive: connect with clients, motivate your team and build revenue with a web-based dialer application It is a common dilemma: how does a company reach out to customers that have fallen off the radar, either because of expired billing information, lapsed renewals or any number of factors that conspire to disengage them? Customer retention is a problem that plagues companies across industries, in firms big and small, and is especially prevalent in our subscription based economy. Improving retention requires outreach, rep motivation and a robust response rate. Often, companies rely on email reminders to find and re-engage their lost customers. And yet, with a click of a mouse or a swipe of a screen, an email is likely to be deleted and unread, with no means of tracking the receipt or verifying the accuracy of the address. There’s a better solution. To truly retain customers, companies must abandon their passive approach and embrace a proactive method that is data driven and designed for maximum customer contact. A web based dialer application that is proactive is the superior solution: it is cost effective, provides instant feedback and can be used to incentivize a customer service team to transform into a customer search and rescue party. Web based dialer applications, such as CIA’s Instant Daytime Dialer (IDD), are proactive because they engage customers in personalized contact and meaningful outreach. IDD’s efficiency allows a team to quickly and easily call and communicate with large numbers of customers at minimal expense. It integrates in-depth reporting data and real-time feedback. IDD also offers a “voice drop” feature, enabling users to record a voicemail message prior to beginning their call session. Each time a user reaches a contact’s voicemail they can “drop” the pre-recorded message into the contact’s voice mailbox and proceed to their next call. Using IDD, a proactive communication campaign can be mounted that motivates customer service representatives to re-engage lost customers and build retention. First, managers can mandate a specific number of calls per month per representative. Second, if an employee exceeds the mandated number of calls he/she would receive a small commission. Third, an additional commission would be given for amassing a certain number of minutes engaged with customers. And finally, a more generous commission can be paid on any revenues gained as a result of their calls. CIA’s web-based dialer application provides all the data required by management to effectively monitor this type of incentive campaign. It provides real-time feedback, including information on the calls made, the call result and total time connected. The end result of this search and rescue campaign? More customers found, more customers re-engaged, more customers retained and, of course, more customers adding revenue to your bottom line. For more information on CIA’s Instant Daytime Dialer application, visit www.callcia.com or call (973) 439-0088.