The telecommunication industry is a highly competitive battleground for telecom companies in customer value management (CVM). Recent happenings like COVID-19 made customers have overly high expectations regarding the services they get. Especially when the question regards communication, they want high-quality, uninterrupted, and affordable telecom services. In a highly competitive market, not every telecom company manages to provide customers with everything they expect to get. That’s why not every telecom company knows the main secrets of CVM. Flagman Telecom – the trusted local telecommunication company – definitely knows those and much more! Let’s continue reading the article to uncover the secrets.
What Guides Good Customer Value Management (CVM)?
Good CVM in the telecommunication company is based on how well the company communicates with customers. Every person interacting with the company should feel special. To achieve good CVM, Flagman advises following its 4-step strategy. Let’s go over these steps one by one.
Personalization
A personalized experience is the number one key aspect of customer value management (CVM). It differs from company to company, and Flagman’s personalization is beyond the usual customer expectations. Most telecom companies concentrate on reward programs alongside customer loyalty programs to keep customers engaged and excited about the services they provide. However, Flagman never plays on its customers’ emotions. Instead, it prioritizes consistency in order to build brand-customer relationships. The telecommunication company offers custom solutions exclusively designed for its customers and free analysis of business phone needs. The moment customers call Flagman, they hear phrases and offerings that are different from the cliché welcoming intros. People feel that with Flagman, they will be treated in a special way without encountering standard customer service that eventually disappoints.
Additionally, the company takes into account that every customer has different business needs. This pushes the telecom company to approach each individual exclusively and set up all the required features, particularly for that customer. Flagman’s personalization level is high. Even when a customer asks for a feature that Flagman doesn’t have, the team of professionals puts effort into creating that feature for that single customer. It’s highly advisable to approach the feature of personalization with utmost responsibility because it is one of the most attractive aspects for a customer.
24/7 Customer Support
No matter how professional a business is in CVM, providing 24/7 customer support will never get old. Yes, sometimes old-fashioned strategies work the best regardless of circumstances. If the telecommunication company strives to become a trusted local one like Flagman, it should be ready to be in touch with customers 24/7. Whenever a customer calls, that person should get instant support and guidance. This may seem like a minor thing to have in the company, but the reality is that it is the fundament to create the brand-customer bond. Let’s have a look at Flagman’s case.
Did you notice how personalized their services are? Still, on their website, they have a separate section about US-based support 24/7. It is mentioned, “We are always available and eager to solve all our clients’ problems during just one support call, making daily communication with our technicians easy and hassle-free.” Notice that they signify daily communication, and one support call despite being unique with personalization. Keep in mind that the moment you are unable to answer even one call from your customer, you are on the verge of losing a customer.
However, to be available 24/7, your business needs to have a high-quality and uninterrupted phone system. Stay tuned to learn about that phone system which will give you the opportunity to tackle 24/7 customer support with excellence.
Omnichannel Experience
Omnichannel or seamless customer experience through all customer contact channels is another step in CVM that Flagman sticks to. Telecom industry giants – Huawei and Vodafone – implemented an omnichannel solution framework first. They started paying attention to the information customers gave them and noting their personal data to make the customer feel special the next time they reach out to the company. Guess what? Their sales surged! You cannot even imagine how omnichannel experience increases customer engagement. Just imagine calling the company, and they remember all the details about you and the issue you’ve discussed before; no need to repeat anything. The company simply saves you time and energy – precious!
In-built omnichannel platforms that companies like Flagman provide help businesses provide a seamless customer experience. These platforms automatically capture the required information about that particular customer. Accordingly, the next time your customers call, you are all set to amaze them if you operate with Flagman Telecom.
Listen to the Customer
Even though this is not a feature that you may get if you join Flagman, it is valuable to take Flagman as an example. As a trusted local telecommunication company, Flagman gives great importance to feedback from its customers. No matter how confident you are about the quality and customization of your services, you cannot see the drawbacks you have from the customer’s viewpoint. This is because you are a part of the creation process. You know how hard it has been for the whole team to implement the idea creatively and innovatively. However, the customer only gets the final product. This makes customers criticize and measure the company’s success without considering internal efforts that have been put into the creation process.
When successful businesspeople say that the customer is always right, that’s the ultimate truth. The customer sees what the working team doesn’t. Customers help the business grow more than anyone working on that particular product. So, ensure to listen to your customer to succeed. At the end of the day, your customer will never leave you if you meet their expectations. And meeting their expectations is only possible when listening to them.
Seems like Flagman will upgrade your business communication, because personalization, 24/7 customer support, and omnichannel experience come with the unique phone services that the telecom company provides. Have you heard about VoIP phone services?
VoIP Phone Services
Voice over Internet Protocol (VoIP) phones is a recent discovery in the telecommunication industry and one of the best ways to get into the hearts of consumers. All of the customers of Flagman love the VoIP phone system, and so will you! When told that with Flagman you will upgrade your business communication, it is all because of VoIP phone services. It incorporates in it so many benefits that winning the hearts of your customers will be possible in an instant. Plus, with a VoIP phone, your business gets its advantages, too.
Regarding the part about winning the hearts of your customers, issues like poor voice quality, call interruptions, etc., disappear with a VoIP phone system. Thanks to VoIP phone services, whenever your customer gets in touch with you to get support and guidance, that person receives that support during a high-quality call. Plus, as VoIP phones operate either with an Internet connection or direct IP connection, you become capable of providing unlimited 24/7 calling in US & Canada.
Regarding the advantages that you get as a customer of Flagman, a VoIP phone decreases the charge per call. Because of affordable connectivity through an Internet connection or direct IP connection, there is no need to incorporate multiple traditional phone lines to make that single call. In addition, no matter the distance and the location, you are capable of making that important call. Even if you are outside the office and need to make that call from the workplace number, a VoIP phone system provides you with that opportunity on the go. Furthermore, have you ever encountered the issue of being so busy that your customers leave multiple voicemails, but you are not managing to listen to all of them? With a VoIP phone, you have the opportunity to transcribe the voicemail to text thanks to voicemail-to-text transcriptions that the system directly sends to you via email. Also, there is a capability to create personalized message replies both as emails and voicemails to not disappoint the customer if every customer support specialist is busy.
Did you notice that VoIP is an all-in-one phone system thriving towards helping you provide personalization, 24/7 customer support, and omnichannel experience to your customers? So, Flagman provides VoIP phone services, which basically opens doors to the 4-step CVM strategy. This means that by joining Flagman, you automatically upgrade your CVM because of the VoIP phone system.
Side Note
To be sure that Flagman’s strategy and offerings are effective in real life, here is feedback from the customers of Flagman.
Dr. Armen Karapetyan from LA Beauty Skin Center mentioned, “We have worked with Flagman Telecom for many years, almost 10 years, and it’s a very reliable company. We get hundreds of calls a day and we never had an issue. They always respond. They’re good with their communication and the services. I highly recommend them.”
Advance LED Supply mentioned, “We’ve been using Flagman Telecom since 2014. We love all of their features, the simplicity that helps our business, and their great customer service.”
Communication is key to CVM and satisfied customers. And even with its CVM, Flagman is Simple, Intelligent, and Innovative!
