The Marchex Blog

Make the Most of Every Customer Conversation

What are you doing to improve your customers’ buying experience? If you’re like many businesses, you have plans and processes in place, but how can you ensure that your sellers follow those best practices? Closing that blind spot is more critical than ever, but many businesses are still playing catch-up. The good news is, thanks to conversation intelligence, there are plenty of opportunities to learn about your customers and their needs, and measure how your team performed on the call.

In the past, you may have had two or three separate phone calls with a prospect: A first call to discuss products and services, a second call-back to discuss price, and a third call to schedule an appointment. Today we know that Consumers Are More Informed, Serious & Ready to Buy — meaning the room for error has shrunk dramatically. (Source: Trust, Transparency & The Transaction study © Marchex, 2021).  To sum it up, you can’t afford mishandled calls.

A good customer experience also means that customers will spend more. 86% of buyers are willing to pay more for a great customer experience.

According to research from PWC, the more expensive the item, the more they are willing to pay. For example, customers are willing to pay a price premium of up to 13 percent (and as high as 18 percent) for luxury and indulgence services; simply to receive a great customer experience. Think about that the next time the phone rings.

Want to make sure your team is providing great service? Check out these 9 field-tested customer service phrases from Shopify

The best customer service comes from a place of understanding, positivity, and sincerity. These phrases will help you capture that tone during every interaction:

  1. Thank you for reaching out!
  2. I would be frustrated/upset/confused/annoyed too.
  3. I don’t know, so let me go find out for you!
  4. Can you give me a few additional details?
  5. We can help with this.
  6. While we may not be able to do that, here’s what we can do.
  7. We appreciate your insight/feedback/thoughts.
  8. Thanks so much for your patience.
  9. Reach out again any time. We’d love to help. Our hours are…

Discover how Marchex can help you convert more customers – and find others just like them. Start a conversation.