Fix your call stats with Akixi | The BEST way to improve your Customer Service

Here in the UK, the Covid-19 Pandemic has caused all sorts of businesses to stay at home, with common stories of employers telling their staff to take anything they need from the offices back to their homes so they can work.

In many instances, this has of course meant taking their laptops and desktop PCs, but it also extends to things like chairs, monitors, telephones, desks, maybe even the company coffee machine?!??

And whilst many businesses are seeing a huge number of positives from what remote working can do for your work/life balance, perhaps an increase in productivity - there are of course some drawbacks.

Like - Kids, anyone?

And one of those drawbacks is that you may be losing sight of the calls that you're answering, or - perhaps - not answering, as the case may be.

So today I wanted to talk to you about how you could use something like Akixi to make sure your business is being as productive as possible.

INTRO

Good Morning / Afternoon / Evening - wherever you are! Welcome to the website.

Now, traditionally, when you think about call reporting systems - your first thought is probably… agghh, ouch…. expensive…

Because well, traditionally they have been!

Trying to add a call reporting solution onto the back of something like a Cisco Call Manager can often require a significant financial investment.

But gone are those days, as I introduce you to an affordable solution, called Akixi. Akixi is a cloud-based platform that has been helping businesses of all sizes - both super small and super blue chip sized companies, to keep a handle on their call stats.

Now there are 2 traditional use cases that I'll cover in this post, but there are of course plenty of other possibilities. The first is the small business.

You've got calls coming in, calls going out, but you likely have no idea, whatsoever, on whether those calls are getting answered. How quickly are they getting answered? Are they going to voicemail when you have staff sat there who could have taken that call?

So many questions!

WHAT IS AKIXI?

Akixi provides you with such simple, yet detailed reports on all of this information.

You can see which of your staff answer the most calls, who takes too long to pick up the phone. You can even see where you are losing revenue opportunities by sales calls not being picked up, and any missed calls not being returned.

We used this for a very specific purpose in my last business, we had different numbers that we would use on all our marketing material. Google ads, newsletters, notebooks, brochures, everything had its unique number.

We then used Akixi to run a report each month, and we’d know without a shadow of a doubt, which part of our marketing was working.

We could stop doing the things that weren’t working, and put more money into things that were.

The knowledge we gained from just that information more than paid for it. There is so much that you can do with this.

You know, a quick test to secret shop your own business - is to try and call it from an unknown number.

Because it's a well-known fact that if someone is ready to buy and you are either taking too long to answer or have your phone go to voicemail, You will lose that sale. They will go elsewhere - I know I do!

Moving on to the bigger companies - and particularly on a focus around those who run call centers, sales teams whose job it is to make x number of calls a day, or support teams who are constantly receiving calls.

Akixi has a Wallboard feature that you can use to display on TVs around the office. You've probably seen them around - and these TVs can display live stats of what's going on right now.

How many live calls are in progress, how many calls are queued, how many staff are currently free, the average call wait time - and so much more.

Again, it's these stats that allow you to make quick decisions around any changes needed to improve the service to your customers.

All of these will ultimately make an improvement to your bottom line - because if you're doing a good job at helping your customers, then they'll come back for more!

Costs wise and how this stacks up against the Cisco type solutions are great.

Typically it's 'pounds per user per month' rather than thousands or sometimes tens of thousands of pounds for an outright purchase.

And of course with any monthly software cost - because everyone's doing that now - you get huge benefits.

No maintenance to do, you constantly get updates and new features and the setup is so basic because there's nothing to install! Ultimately, the point of all of this?

These solutions can help you, regardless of how big your business is, and regardless of whether you are all working from home, or back in your offices - because at the end of the day all of this is about providing a better level of service to your customers.

I've used Akixi over the last 5-8 years, something like that, and I can't remember any time that something's broken, an outage, a problem - it just… works. And if you have a question around how to get some specific data out, their support team knows their system inside out… unlike… you know those places you call and you have to explain to them how their own software works???

Right!

I'll leave it right there for this week - I hope that's of use to someone reading this.

Don't forget of course to head over to my YouTube channel, subscribe if you're not already, hit the bell icon to be notified of our future videos - and I'll see you in the next one… bye!