Like Singapore fashion where baggy fisherman pants aren’t a great look, but classic casual shirts, denim, and flip flops are still the way to go practically stylish, telemarketing has remained at its comfy personalized fashion.
Telemarketing in the Digital Stitch
Everyone seems to have gone digital.
Brands lean on tech power of apps that help them retain customers and get new ones such as Salesforce, Nimble, and Zendesk.
These tools allow businesses to manage all aspects of customer relationship by means of email, live web chats, social media, and all other customer-centric activities.
The telemarketing industry acknowledges the fact that these apps possess potentials for high productivity, but at some point may become impersonal, and still require a human touch. It’s given that today’s customer acquisition strategy starts with engaging target prospects using customer relationship tools before exercising any face-to-face presentation. However, B2B sales deals only happen, most of the time, after in-person meetings, which means that human interaction still plays a major role in building stronger connections with customers above any tech apps.
Telemarketing is Data Woven
Data is a prime component of telemarketing, but clean data boost successful campaigns. However, data ages quickly due to job or post change, relocation, business close down, rebranding, etc. That is why it needs to be regularly profiled (cleansed, validated, deduped) in order to yield the best results from your telemarketing campaign.
There are much demand and spending on data and analytics in APAC.
In fact, Singapore, China, India, Thailand, Japan, and Australia were the six APAC countries surveyed to be consistently increasing the use of digital apps.
Example, 55% of APAC consumers are more likely to use an app to hire a transport service like Grab compared to other countries at only 44%. On the contrary, nearly half of APAC consumers (44%) took actions to reduce sharing data online and 77% cut deals with businesses that have misused their data.
The paradox is an added challenge for telemarketing providers, but it’s not something that could hinder them from running an effective, data-driven telemarketing campaign.
Telemarketing’s Empowered Customer Experience Patchwork
When we talk about customer experience in today’s telemarketing, your manner of communicating via phone – tone, choice of words and rapport building, may still impress. But technology advancements like social media and real-time interaction swayed the course to engaging customers in digital ways – what apps do they use, which social platform do they hang out and their purchase behaviours. Such interactions are less invasive and more convenient for customers.
With empowered customer engagement, telemarketing goals shifted. Making a sale now only comes second to creating trust with a prospect and building relationships.
Statistics showed that half of brands say they are planning to increase customer experience-related technology spending next year.
20 tools under four categories were pronounced to enhance customer experience:
- Sensing which comprises Sensory, Biometric, and Sensor.
- Deciding involves Episode Maps and Analytics, Experience Dashboards, AI, Predictive Analytics and Automated Decision Engines.
- Acting which is composed of Personalized Experience, One-to-one Sales and Marketing, Salesforce Automation, Omnichannel Customer Support, Next Generation Contact Centers, Augmented Reality and Delivery Drones.
- Managing includes Net Promoter System, Episode Design, Episode Management, Privacy Management, and Blockchain.
Telemarketing Provides A Runway for Immediate Feedback
Customer feedback is the groundwork of customer loyalty. Without it, you will never know what drives customer satisfaction, what actions to take for product and services improvement, how to create a top customer experience, improve customer retention, and come up with wise business decisions.
In order for you to be able to act on the data you have gathered, get the most accurate feedback from the right target, and follow up.
Despite the evolution of sophisticated tools which telemarketing adapted, Singapore and the whole APAC region cling to its classic ensemble of tools and strategies and winning customer-centric approach.