The author James Nathan Miller said, "There is no such thing as a worthless conversation, provided you know what to listen for. And questions are the breath of life for a conversation.” Well, that easily summarises net2phone's mission to provide the best customer experience and retention.
After all, the power of a good conversation has a host of rewards, not the least of which is making someone feel heard and appreciated.
The stakes couldn't be higher than in the contact center, which is under a relentless barrage of calls. It's a knife edge gauged in minutes. If the customer has a bad experience, they walk.
The Canadian team at net2phone fundamentally understands this. For them, every conversation is laden with opportunity, especially when proactively reaching out.
"Most customer success teams are reactive," said Kristy Martin, Senior Director of Customer Success and Business Operations at net2phone. "They wait for tickets to come in and respond. But we're proactive. We look for pain points in the customer journey and minimize them," she explained.
With customer expectations rising and churn rates across all industries a continual existential threat, those companies fine-tuning the customer journey will likely survive - and thrive. The trick is to be open, to reach out and listen.
"We reach out without the client expecting it,” said Martin. "Our goal is to provide value that mitigates problems in the future. We know the problems based on patterns that we've identified. We always look for patterns in churn."
Repeat After Me: Proactive, Proactive, Proactive
Their operational approach has paid off. net2phone Canada maintains an extraordinarily low 1 percent churn rate, compared to monthly churn rates of 20- 30 percent among Canadian telecom providers.
For example, they focus on details like when a new administrator joins a customer account. They know that she might need training to fully understand the net2phone platform. If she had used Telus previously, she might get frustrated with net2phone because she hasn’t been trained on it. She might return to Telus because of comfort.
"On the day there's a new administrator, our system knows it immediately," said Martin. "Our CSM will reach out and take them through the platform that day or the next," she emphasized. "That's one of our proactive strategies that work very well."
