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Scott Taylor

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Turning Customer Service into Customer Success: 5 Things to Do When You Answer the Phone

Posted by Scott Taylor on Feb 1, 2016 8:00:00 AM

 

Phone etiquette is a dying art. In many businesses, the ringing of a phone is gradually being drowned out by instant messaging, Facebook notifications and online live chats with customers. But when a customer does call, it’s still important to know what to say and do when you pick up the phone, even more important because you’re speaking personally with that customer. And that personal conversation will leave a lasting impression. So, how can you make sure that it will be a positive one?

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Topics: General Audience

Retailers: 3 Ways to Reduce Call Abandonment Rates and Increase Sales

Posted by Scott Taylor on Jan 11, 2016 4:00:00 AM

Customer calls should be given the same level of care as when a customer walks through your front door. Yet we all know the frustration of calling a business and getting put on hold. You dial in, get bombarded with a menu of options to get to a real person, and then you are expected to listen to canned Muzak that does nothing to keep you on the line. No wonder some or many of the customers calling your store, hang up. And when they do, they increase your call abandonment rates and decrease your ability to make a sale – to zero.

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Topics: Retail

Vertical Communications Says: Remember to Phone Home Over the Holidays

Posted by Scott Taylor on Dec 28, 2015 4:00:00 AM

2015 is all but a memory now, but the holiday fun is just ahead.

After another year of hard work, we all deserve the rejuvenating effects of time off with family and friends. And remember, if you can’t be with the ones you love over the holidays, the next best thing is a phone call. Actually, the next best thing is probably a video call, and Vertical can help you there as well with our brand new product… Oooops, you’ll have to wait until after the holidays to find out about this one.

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5 Reasons Why the Phone Is Still Important to Your Business

Posted by Scott Taylor on Dec 21, 2015 4:00:00 AM

In 2016 there are so many different ways to contact someone that it’s easy to forget how important phone calls used to be. Now all you have to do is to grab your smartphone and open up an app: Whatsapp, Skype, Viber, Facebook, Email, FaceTime, Snapchat. The list is almost endless. So picking up the phone and actually speaking to someone is no longer as obvious as it once was. However, while many customers and consumers like to contact the brands they are working with over social media, by email, or via live chat, nothing beats speaking to another human being over the phone when you have a problem.

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Topics: General Audience

Auto Dealers: 3 Simple Ways to Turn Invisible Leads into Customers

Posted by Scott Taylor on Dec 7, 2015 4:00:00 AM

Myth: Most inbound calls convert to sales opportunities

A year-long study conducted by IHS Automotive recently revealed that 84% of inbound calls to 540 dealerships nationwide didn’t convert to sales. So jumping to the conclusion that your inbound calls are not your best source of customers isn’t crazy. Or is it?

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Topics: Auto

Welcome to the Vertical Blog

Posted by Scott Taylor on Dec 7, 2015 3:50:00 AM

Welcome to the Vertical Blog!

We hope you find this information interesting and useful.

Since this is our inaugural post, I want to give you an idea of the type of content you can expect to see whenever you visit the Vertical Blog.

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Vertical Communications: Communications Solutions for How We Work Today

At Vertical we're inspired by the always-connected, data-driven enterprises that embrace the new way of working made possible with mobile and cloud technology. We replace traditional business phone systems with a communications platform and secure cloud services that enable powerful new workflows to ensure you are always connected to your customers. Wherever. Whenever.

Vertical has thousands of clients of all sizes in all industries and we have specific communications platforms for the retail, auto, hospitality and healthcare sectors.

Please come back often and let us know what you think.

Vertical Communications

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