Customer service matters. This has never been more true than right now. In an era of instant gratification and quick information, our customers expect things to move quickly. If your business is going to remain viable and competitive, it’s important to meet or exceed customer needs every single time. One way to reach this key metric is to invest in a Voice over Internet Protocol connection system for all employees. In today’s blog, we’ll take a look at the top four reasons to make the switch to VoIP.
What Is VoIP?
VoIP, or Voice over Internet Protocol, is a technology that allows telephone calls to be answered directly through a computer or other data-driven device. In other words, VoIP is an internet-based phone service. It was designed to provide flexibility to organizations of all sizes to meet the ever-changing needs of businesses around the world.
What really sets VoIP apart is the flexibility that it provides to get work done. It has been designed to represent all forms of communication as equals. What does that mean? Phone calls, voice messages, faxes, emails, video conferences, and digital video can be sent to any device. VoIP allows work to happen anywhere and everywhere. Now that you know what VoIP is, we’ll take a look at four reasons that your business needs this technology to improve customer service.
VoIP Reason #1: Customer Service Is Key
The first reason to consider moving to a VoIP system is that customer service is what makes business possible. Customers are the key stakeholders that keep our businesses afloat. When customers have excellent experiences, they share that with friends and families who will become customers. When their experiences are less than stellar, the opposite will be true and business will suffer as a result. Providing efficient, convenient, and friendly customer service is something that working from anywhere can enhance.
According to American Express, 68% of customers believe the key to great customer service is a polite customer service representative. Therefore, finding new and innovative ways to service customers proactively is a key to your company’s long term success.
VoIP Reason #2: Customers Expect Increased Accessibility to Help
The second reason to consider moving to a VoIP connection system involves how you can connect to your customers. In the current climate, customers want to reach out and receive support immediately. By moving to a VoIP telephone system, customer service projects can be routed to anyone, anywhere, with a strong enough internet connection. This means that customer service can happen 24 hours a day without delay.
In the midst of the novel Coronavirus (COVID-19) pandemic, VoIP makes it possible for employees to do their work functions from the comfort of home. It also allows the entire team to make connections through email, live chat, or video conferencing to collaborate on continuing projects. Additionally, using these new technologies can allow your company to outsource some customer service functions to outside partners who work opposing hours. This lets customers make connections on their schedule and can encourage positive results.
VoIP Reason #3: Customers Receive More Efficient Interactions
The third reason to invest in VoIP connections has to do with the speed of responses. When using these sorts of connections, customer information can appear automatically. If your company uses a customer relationship management (or CRM) system, applicable information can appear on computer screens as soon as the calls connect. This can assist with factors like information verification and transfers to other team members if applicable. If there’s one thing that customers hate, it’s being passed around and asked to repeat the same problem scenario over and over again.
Additionally, integrated systems can customize scripts and guides that assist team members in being proactive in assisting callers. Screen capture and other notation features can provide anecdotal feedback for quality control processes as well. While an employee hearing about a good or a bad experience they had can be helpful, being able to pair audio and video recordings are better coaching tools. Being in customer service industries requires all involved to continuously learn and grow from experiences.
VoIP Reason #4: Improved Business Processes
The fourth reason to invest in VoIP connections has to do with how we can streamline business processes. As managers and leaders, internal and external customer service requires a special ability to balance. By integrating systems like the ones we’ve already discussed, an understanding of how processes work can be assessed and improved. Elements like productivity, efficiency, and customer satisfaction can be tracked easily through dashboards and on-demand reports.
As we’ve been focusing on in today’s post, improving processes is designed to improve customer experience on a long term basis. Regularly reviewing employee performance and best practices can make it easier to act proactively. A company that regularly innovates processes and techniques will be recognized as a leader in the business.
Solar VPS: Your VoIP Dream Team
According to Statista, businesses in the United States added over 35 million VoIP lines between 2010 and 2018, resulting in an estimate of 41.6 million lines. It’s gaining popularity among companies and it’s important to not be left behind.
The professionals at Solar VPS have been helping new and existing clients get the most out of their Voice over Internet Protocol plans since 2005. We understand how important it is to maintain the connection between customer satisfaction and the bottom line. We focus on building custom solutions to meet the unique needs of each organization. No matter the size or function of your business, Solar VPS can find ways to innovate and improve your business acumen. When it comes to cloud computing, VoIP communications, networking, no job is too small and no project is too large for our team. Contact us today!