Customer Feature Webinar: Explore the latest releases in IVR, MMS Messaging, and Social Media Integration.

Questions to Ask Your Customers

Based on data focusing on what customers care about.

Strongest Overall Questions

Cradle to grave reporting in the Xima platform

Customer Service Questions

Feature Specific

  • Do you have abandoned calls?

    How many abandon calls do you have each day?

  • How much is an abandoned call (prospective customer) worth to your organization?

  • Are you looking to reduce abandoned calls?

  • Tell me how you route calls?

    What are the decision-making criteria and process?

  • Are some of your employees better at handling calls, assisting customers, than others?

Communication

  • Do you have priority customers?

    If yes, how do you provide them preferential treatment?

  • Do you communicate with customers outside of the phones?

    Example: email, web chat, SMS, social media (WhatsApp, FB Messenger, etc), If no, would you like to?

  • Do you have appointment reminders?

    Do you call customers or send SMS messages to remind them? Can customers confirm/cancel/reschedule their appointments via SMS?

  • Do you need visibility into your call volume, queues, who’s answering/missing calls?

    Both historical or realtime?

Workforce Management

  • How do you schedule your team members for their shifts?

    How do you forecast how many resources (employees) that you will need each day and especially during your busiest days/times?

    How do you ensure adherence to your schedules?

  • For remote workers, new employees, etc, do you need to capture what they are doing on their PC screens (to provide coaching and performance feedback/improvement)?

Sales Stages

  • Sales Qualified Lead (SQL)

    Stage 1

When should an opportunity be in this stage?

When you have enough information to create an opp but not enough information to understand what the interest and needs of the customer are.

What is the objective of this stage?

The objective of this stage is to hold an Interest & Need meeting with the partner and end user. Some opps will skip this an Interest & Need discussion will occur at the beginning of a demo. The opp will skip the Interest & Need stage and go to Demonstration after the demo.

  • Interest and Needs

    Stage 2

When should an opp be in this stage?

When you have completed an Interest & Need Meeting.

What is the objective of this stage?

The objective of this stage is to hold a product demonstration with the Xima and end user.

  • Demonstration

    Stage 3

When should an opp be in this stage?

An opp in the demonstration stage has completed a demonstration.

What is the objective of this stage?

  • The objective of this stage is to create or update a quote and deliver that quote to the customer.
  • Once completed move to the Validation & Pricing Stage
  • Validation and Pricing

    Stage 4

When should an opp be in this stage?

An opp in the validation & pricing stage has delivered a quote to the partner.

What is the objective of this stage?

If the opp is a YES – The objective of this stage is to hold a Final Solution Review Meeting with the Xima and end user.

If the opp is a NO or a Maybe – The objective is this stage is to wait for an end user to make a final decision. Don’t spend time on No’s.

  • Solution Review

    Stage 5

When should an opp be in this stage?

An opp in the Solution Review stage has completed a Solution Review Meeting and is awaiting final customer decision.

What is the objective of this stage?

The objective of this stage follow up on the opp until a final decision is made.

  • Validation and Pricing

When should an opp be in this stage?

An opp in the Received Verbal stage has written confirmation that the end user will be purchasing the solution.

What is the objective of this stage?

The objective of this stage is provide high visibility to the opp to ensure the deal is closed.

  • Closed Won or Closed Lost

    Stage 7

Get A Xima Pro on Your Demo

Demoing with Xima is easy. Reach out and one of our product experts will be available to help you show the customer all the insights Xima provides in a live demo environment.

Feature Release Webinar

Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and Social Media Integration.

  • IVR (Interactive Voice Response)

  • MMS Messaging

  • Social Media Integration

Thursday, September 12, 2024 | 11:00AM ET