Using Technology to Build Strong International Customer Relations

by Maggie F. Marketing & Communications

In our highly globalized world, it is imperative for every business to pursue international markets, if possible. Thanks to technological advancements, it is easier than ever to create and maintain strong global customer relations which can boost your business’ sales and growth. Here are some ways you can use technology to your advantage and expand your business.

International Communication

The most common ways to connect with international customers or clients are through email and internet apps with texting and video-calling abilities such as WhatsApp, Skype, etc. However, these tools can sometimes come across as unprofessional. Besides emailing and connecting over internet apps, there are other ways to connect internationally while still being professional. International toll free numbers are a popular solution.

These are toll free numbers of different countries across the globe. Say, for example, your business is located in Washington, D.C. But you want to expand to the UK or UAE or Singapore. Depending on which markets you do business in, you can get a toll free number for that country.

You can easily purchase and activate international toll free numbers from a virtual phone service provider, like globalcallforwarding.com. In fact, some providers will even offer you toll free numbers with an SMS plan for instant messaging capabilities.

Invest in Virtual Communication Tools

Besides establishing a communication channel, you can use other virtual communication tools to further boost international customer relations.

Use Multichannel Contacts

Additionally, consider opening different channels of communication. That is, monitor emails and responses quickly. Actively engage on social media accounts and respond to queries there. Have a live web chat feature on your website so that customers who don’t prefer calling can connect with you over chat quickly.

Make Your Business Accessible

Customers appreciate connecting with a rep, and furthermore, resolving their concern or query, on the first call itself. This is also referred to as first call resolution rate. Making your business reachable, then, should be a priority. No matter where your business is located, customers should be able to connect with you quickly.

Using call forwarding abilities, you can have calls forwarded to various numbers and lines you own. You can have calls directed to multiple numbers at a time or have them forwarded down a list of numbers, in case the first is busy. This ensures that even if your agents or employees are busy, the call is directed to the next agent, so that no call goes unanswered.

In fact, if you have offices in multiple locations, you can have calls forwarded to different locations in different time zones during specific times of the day. This is to ensure that individuals calling can get help from locations closer to them that have similar language preferences and cultural contexts.

Using Automation

Another way to handle call volume while providing support is through the use of an interactive voice response (IVR) system. IVR is an automated system that answers calls and helps callers through a series of menus and prerecorded messages. The IVR can identify language and location preferences and direct calls to the most appropriate agent. Or, in some advanced cases, can even resolve the call without the help of an agent.

The IVR system can do a variety of tasks such as:

Provide company information or updates
Offer product information
Collect customer data
Provide troubleshooting information
Process payments and renewals
Schedule appointments, and more.

This way, callers can complete certain tasks quickly without having to wait for an agent to answer. And agents are freed to answer more complex queries. Such a system can increase first call resolution rates and, by extension, improve caller experience and customer relations.