You’ve undoubtedly been there: Needing to make a small change to an account that should only take a few minutes. You end up talking to 5 different support reps while you’re transferred from department to department and placed on hold each time. The longer you have to wait, the more frustrated you get, because you have other things to do, and it certainly doesn’t feel like the company values your time or your business.
A recent study revealed that on average, seven out of 10 callers are placed on hold when they try to contact a business, and that a normal person spends 1.2 years of their life on hold. That means that most callers are frustrated with your business before they even have the chance to talk to a customer service agent.
Research also shows that 85 percent of customers would stop doing business with a company after experiencing poor customer service even one time. Unanswered messages, confusing auto prompts, long wait times and poor call quality could be leaving a bad taste in customers’ mouths without the business even knowing it. Simply put, when things go wrong, customers will take their business elsewhere — because their time is valuable and they deserve to be treated with respect.
A phone call sets the standard for the experience and quality of service a customer can expect from your business going forward. So how can you give your customer service model a push in the right direction? By relying on hosted Voice over Internet Protocol (VoIP) technology.
How To Put Your Customers First
With voice over Internet protocol (VoIP) technology becoming increasingly common and cheaper, while at the same time offering better voice and data features — business owners who were wary about switching from legacy phone lines before are jumping on board and embracing the new technology and the freedom, versatility and improved customer service model that comes with it. Enterprises have greatly improved their customer service levels by implementing sophisticated VoIP systems that are programmed to provide the optimal contact center experience.
Here are four ways hosted VoIP can ensure that your phone system makes a positive impression:
1. Call Forwarding
It’s easy to understand the frustration customers experience when they’re transferred from one extension to another until they’ve reached the correct one. A virtual contact center system powered by VoIP technology, however, gives your customers the power to quickly be directed to the appropriate agent who will best answer the query. Features like Automatic Call Forwarding connect an employee’s desk phone to any web-enabled device, so customer service reps can route calls from their business line from their smartphone, tablet, laptop or desktop computer, ensuring that every call will reach its intended party the first time.
2. Monitoring Tools
Even though hosted PBX technology allows employees to work remotely, management will still have the ability to easily monitor their work and phone calls. With the help of new call reporting technology, businesses can overcome the challenge of effectively handling a high volume of incoming calls, even if they have limited resources. Integrating a powerful call management solution powered by business VoIP can help staff to identify calling patterns, pinpoint areas for improvement and develop strategies to better manage calls.
The technology also allows calls to be recorded and stored in the cloud so that supervisors can listen back to conversations in order to improve best practices and current trends. The way that phone calls are handled sets the standard for the experience and quality of service that customers expect from your business. Call reporting tools can help you develop strategies to better manage calls and ultimately improve customer service.
3. Voicemail to Email
VoIP systems can be programmed to transfer voicemails directly to your email, which can be critical for making sure calls are returned promptly. As soon as someone leaves a voicemail, you can receive a message in your email inbox with a transcript recording. If employees are traveling or out of the office, voicemail to email conversion helps ensure that important messages are immediately received and answered.
4. HD Call Quality
Implementing a hosted VoIP system reduces misunderstandings and can decrease the duration of customer support calls. HD audio improves voice clarity and enhances other advanced business features like call recording to yield more accurate results and crystal-clear playback. Communicating with customers in high definition voice ensures faster, more professional conversations by eliminating environmental background noise on important business calls with customers or business partners.
By adopting VoIP technology, you can seamlessly connect with your customers, and provide the service level that they deserve. That’s a win-win for everyone.