Best Mode to Contact | Zoho CRM Help

Best Mode to Contact Customers


One of the challenges sales personnel face is determining the optimal time and method to contact customers. Knowing a customer's preferred mode of contact during business and non-business hours is key to enabling more personalized and effective customer communication.

Knowing the most convenient time to reach a customer and whether they prefer a call, email, or other communication channel increases the likelihood of receiving a response and engagement. For example, if a customer has a busy meeting schedule during the day, they may prefer email, which they can read and respond to at their convenience. On the other hand, if they are more available during office hours, a phone call may be the best way to get their attention.

Outside of business hours, the preferred mode of contact becomes even more crucial. Some customers may appreciate receiving quick follow-up emails or text messages, while others may prefer to be left undisturbed until the next business day. Respecting these preferences demonstrates professionalism and consideration for the customer's time, enhancing the overall customer experience.

Analyzing customers' preferred contact methods and availability enables sales personnel to make data-driven adjustments to their outreach strategies. This approach fosters stronger relationships with customers by showing respect for their communication preferences and increasing the number of meaningful engagements. Leveraging this customer information can lead to higher engagement, more sales conversions, and increased customer satisfaction.

Best mode to communicate 

Sales executives don't always have the opportunity to inquire directly about customers' preferred time or method of communication. Zia's Best Time to Contact feature removes this hurdle by intelligently suggesting the most suitable time to communicate with each customer. Learn more.

To determine the best communication channel for each customer, enable the Best Mode to Contact option. Zia will add the Preferred tag to the suggested method on the Best Time to Contact widget.

This eliminates any uncertainty and increases the efficiency and effectiveness of the sales process
Available for organizations that are in the enterprise edition and above of Zoho CRM

Business Scenarios 

Banking Industry

  1. Personal Loans Offers
    Scenario: A bank is reaching out to existing customers to offer them personal loans. Understanding each customer's preferred contact method during business hours and non-business hours helps the sales reps tailor their outreach strategy and connect with more customers who may be interested in a loan.
    Example: A customer has indicated that they prefer email communication during business hours, so the salesperson sends them an email with the details of some personalized loan offers on Monday afternoon. Another customer prefers phone calls during non-business hours, so the salesperson calls them on Monday evening to discuss loan options.

  2. Credit Card Upgrades
    Scenario: A bank wants to upsell credit card upgrades to customers who have been with the bank for a certain period of time. The credit card sales team can use the data on customers' preferred contact methods to make their sales outreach more effective.
    Example: A customer has indicated a preference for text messages during non-business hours, so the salesperson sends a brief message in the evening introducing the benefits of the upgraded credit card. This non-intrusive approach respects the customer's time while still providing valuable information.

Telecom Industry

  1. Plan Upgrades
    Scenario: A telecom company is offering plan upgrades to existing customers. Sales representatives use preferred contact time data to engage with customers at the most convenient times.
    Example: A customer has indicated a preference for phone calls during business hours, so the sales representative schedules a call during the customer's lunch break to discuss plan options and benefits. This ensures that the customer has sufficient time to discuss their plan needs without interrupting their workday.

  2. New Device Launches
    Scenario: A telecom company is launching a new flagship smartphone and wants to notify existing customers about pre-order options. Leveraging customers' preferred contact methods can help maximize the reach of the announcement.
    Example: The telecom company can send a targeted email newsletter to customers who have indicated that they prefer email communication during business hours, highlighting the features of the new smartphone and providing a pre-order link. This ensures that the announcement reaches customers when they are most likely to engage with promotional content.
Across industries, understanding and respecting customers' communication preferences can lead to more meaningful interactions, higher engagement rates, and ultimately, increased sales conversions. Leveraging data about customers' preferred contact methods during business and non-business hours enables sales teams to personalize their outreach efforts and enhance overall customer experience.

Configuring and viewing the best mode to contact

To enable Zia's Best Mode for Contact, Zia's Best Time to Contact feature must be enabled.
To enable the Best Mode to Contact feature:
  1. Navigate to Setup > Zia > Communications > Best time to Contact.
  2. Check the box for Suggest the best mode to contact for the above channels.

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