Apr 4, 2018
In this episode of Brandstorm, we welcome Jayson Pearl, president of ServiceScore. Jayson discusses how ServiceScore helps businesses in the service industry convert more phone inquiries into appointments by using technology and best practices.
Jayson Pearl
Jayson's career in
the franchise industry spans over 30 years, with companies such as
San Jamar, Rocky Rococo and BrightStar, all of which he helped
turn-around or grow. While working on a customer service project
for BrightStar, Jayson caught the entrepreneurial bug and launched
his own company, called ServiceScore, in February of this year.
ServiceScore
ServiceScore helps
businesses that receive a minimum of about 100 phone calls per
month maximize their sales opportunities and drive conversion
rates. Jayson sees the biggest way to assist franchisees with
profitability is to help them make the most of where they're
already spending money, including advertising, developing sales
staff and integrated phone systems. ServiceScore does this with
proprietary technology that analyzes phone inquiries and helps
train sales staff.
Addressing Customer Service
Gaps
Jayson describes the anatomy of a positive phone
interaction in three steps: making a positive first impression;
uncovering a need that shows the value of a company's service; and
being comfortable in asking the caller for the next step, be it a
sale, an appointment or another tangible action. He finds that
employees, and even business owners, often simply answer questions,
instead of moving towards that crucial third step. By using
ServiceScore's acronym of a G.R.E.A.T. call -- Greeting, Rapport,
Expertise, Asking for Appointment, and Overall Tone -- Jayson has
seen significant improvements in conversions by addressing customer
service gaps with quantitative, objective methods.
More Than Just Sales
Jayson has
also noticed that about one-third of all calls are regarding
employment opportunities. In today's modern age, perspective hires
would prefer to not fill out a form, but instead call a business
directly to learn about benefits, potential hours of work and other
deciding factors. In an economy that can be tough for plumbers,
nurses or handymen, recruiting those team members can be the
biggest barrier to a company's growth. ServiceScore's methods have
increased the number of interviews and new hires for companies, by
making a good first impression with potential hires and giving them
a reason to want to take the next step.
Technology and Data
ServiceScore
offers two products: a live specialist who reviews calls and scores
them accordingly; and call intelligence reporting, which is a
proprietary platform using natural-learning technology. Calls are
converted to text and scanned for keywords, sentiment analysis and
more. Jayson explains that through good tracking methods, you can
learn how to truly improve on metrics. General best practices make
everyone better, but examining calls can also let business owners
hear things that may be incorrect or against brand standards, so
their staff can be better prepared and more knowledgeable.
Contact
Jayson:
Website: www.servicescore.net
Email: jayson@servicescore.net
LinkedIn: www.linkedin.com/in/jaysonpearl