Each year, Destination CRM highlights the hottest trends and technologies in the three pillars of CRM – customer service, marketing, and sales – as well as the 100 leading providers.
CRM Top 100 for Customer Service
First Orion and our NFORM® Branded Calling, were selected as a CRM Top 100 in the Customer Service Category. As more companies shift their approaches to interacting with their customers, branded calling is a solid addition to any communication strategy dedicated to creating more connections with customers.
Improving the Customer Experience
Branding the phone call helps businesses connect with their customers in a new way, drastically improving the customer experience. When consumers know who is calling (and have a reason for the call prominently displayed), it creates brand loyalty and trust. In fact, First Orion surveys showed that consumers perceived retail brands that clearly identify their calls as more “premium” than those who do not. 82 percent of survey respondents said they felt unknown calls from brands or businesses might be illegitimate, so branding a call is a quick win for companies looking to establish more trust with consumers. When calls are not appropriately identified, consumers often ignore them, even if they’re waiting for a call.
Using branded calling as part of the customer service cycle is also a key component of the customer experience; companies who utilize branded calling as part of a callback strategy show deeper engagement and higher conversions. In fact, our customers have seen engagement rates soar as high as 97 percent, long call duration increase more than 68 percent, and conversions accelerate to higher than 69 percent.
Identifying your call right away sets up contact agents for success, as customers are ready to interact.
Branded calling and customer service go hand-in-hand for businesses that reach their customers by phone. We’re proud to be recognized for this outstanding achievement! Thanks to CRM Magazine for choosing First Orion and continuing to lead the way in digital transformation.
About First Orion:
First Orion was founded in 2008 to provide transparency in communication that empowers people to trust their phones again. The company is headquartered in North Little Rock, Arkansas.
