By Anna Lockhart.
In a recent episode of the Roofing Road Trips podcast, host Heidi J. Ellsworth sat down with Ruby Senior Content Strategist, Matt Lurie, to discuss the importance of companies providing quality customer service and how to do so effectively based on the findings from Ruby’s recent call trends report.
The Ruby 2023 Call Trends Report is a comprehensive customer communications report that gives insights based on over 62 million calls tracked from calls made between Ruby’s receptionists and customers they have helped on behalf of small businesses. From these findings, readers can gain helpful insights on how to best communicate with customers and build a strong customer service line.
Matt discussed how roofing companies can use the call trends from the report findings to help grow their business and better understand how communication with customers impacts that growth, and one of the ways to do so is by learning how to ask questions and what questions to be asking. “Take stock of how long are these [phone] conversations lasting? When are my busy days and times? How does that align with industry expectations in many cases? Can I attribute any current customers, potential customers to this channel?” Matt shared. “I believe more and more businesses are taking on advanced marketing and sales attribution, we do it here at Ruby, it's a big part of our process. But it's good practice to do, even if it's just a column in an Excel spreadsheet or your customer relationship management platform, to say, ‘This person reached out over the phone,’ to know basically what your phone is worth as a marketing channel for your business, and to be aware of what your own businesses trends are.”
Every business is different, and it is important for businesses to know their specialty and identity so that they can best reflect that image to their customers in conversation. Through asking these questions and finding the answers and putting these recommendations into action, businesses can learn to better serve their specific customer base and their needs.
Anna Lockhart is a content administrator/writer for the Coffee Shops and AskARoofer™. When she’s not working, she’s most likely to be found with her nose in a book or attempting to master a new cookie recipe.
At Ruby, we provide small businesses with the services, products and analytics they need to manage customer interactions and deliver exceptional experiences in an increasingly digital world. Our customer engagement solution authentically connects with website visitors and callers—capturing more opportunities and providing that critical human touch that builds trust in your business.
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