Mid-market vs SME solutions
The key difference between selling call recording to SMEs and mid-market companies is that the mid-market is more likely to request integration with CRM or other corporate systems. The focus when selling to the mid-market should be on externalizing information, so it is important to have strong APIs available. This size of company tends to want to do more with call recording but in a centralized way.
We believe that the most effective way to sell call recording is to start by understanding their business needs and challenges. Many companies will strive to improve customer service to increase customer retention and satisfaction, in order to impact the bottom line and achieve competitive advantage. Creating a good customer experience is all about knowing what the customer wants and how the customer wants to obtain it. Listening to call recordings provides instant feedback and delivers qualitative research.
Call analytics coupled with call recording is a powerful combination and is vital to truly understanding the whole ‘customer journey’.
6 ways call recording can be used in practice to help understand the customer journey
When selling, channel partners should emphasize the benefits of call recording in practice:
The telephone is a source for significant insight whilst it remains the preferred method for immediate customer interaction. Call activity happens in real‐time, providing instant feedback for better and quicker decisions. Incorporating call analytics and call recording to any customer service strategy provides business leaders with the assurance that decisions are based on a more complete picture of customers’ behaviour.
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