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
As a market leader in branded communication solutions, First Orion elevates the phone call and messaging experiences for businesses, carriers, and consumers. First Orion offers a comprehensive suite of branded communications solutions to improve customer engagement, enhance security and transparency, and provide actionable insights. In addition to branded calling and messaging, First Orion empowers businesses with advanced analytics to optimize call programs, real-time fraud detection to protect their customers, and other innovative solutions that enable enterprises to provide trust and transparency at scale. First Orion is a valued partner to Fortune 500 companies and is integrated into the largest U.S. mobile carriers. For more information, visit firstorion.com.
