As a small business owner, you can’t afford to miss calls from customers, business partners or investors. Thankfully, there is a way you can make sure that your response is always turned ‘on’, VoIP is the answer.
Voice Over Internet Protocol (VoIP) is revolutionizing communications tools and have many applications specifically for these scenarios.
One of the biggest advantages of a small business is that you can begin to differentiate yourself from bigger brand companies with excellent customer service and communication skills.
What is VoIP?
There are primarily two types of VoIP telephones which are hardware-based or software-based. These phones provide features like voicemail, call conferencing and call transfer. It runs on software which is installed on a desktop or mobile phone. The interface is similar to that of a phone with a touch-pad and display. Calls can be made and answered using a headset equipped to the device.
VoIP allows users to make calls directly from their desktop, from a standard business phone, mobiles and even landline phones.
User forwarding is the best tool to use when using VoIP calls. The feature allows for the call to be sent to the next available agent. Not only does this ensure that calls get through but also means shorter waiting times for the customer and better rates of customer satisfaction. Leading to better service rates and essential rapport as customers will feel they can rely on support throughout the buying process.
Going further, you can also direct your business phone line to your mobile making sure that you can take calls wherever you go.
Call forwarding is particularly useful if you are in the middle of moving out and leaving an empty home or office. Cloud phones can activate call forwarding after a certain number of phone rings and automatically transfer to your mobile phone. This way you can answer calls to your home or office number whilst not being there.
The biggest benefit of VoIP is that you can take your phone number anywhere as it is not limited to a physical location. Due to most small businesses renting office space this guarantees that you'll be able to keep your office number.
Simultaneous ringing is a great solution for smaller teams. When a customer calls in all landline and mobile phones will ring at once until someone answers. Due to being a smaller space, it’s more likely that this phone call will be answered.
Meanwhile, the customer will hear the greeting and asked to be put on hold. The simultaneous ringing will continue and if no-one picks up the call, it will then be transferred to voicemail.
Using virtual receptionist you will be able to automate exactly where incoming calls go, particularly helpful for a busy call center or sales team.
This provides the customer with a unique buying journey and easily directs to the appropriate team, this can easily be installed and activated with vocal direction e.g: 'Press 1 for X'.
Voicemail to email
Make sure every message reaches your business and use the voicemail to email service for your business.
Over IP networks, customers can leave messages when they are not able to get through to an operator or out of office hours. The feature will then send a copy of the voicemail directly to your email inbox. Ensuring that urgent queries aren't missed and allowing easy catch-up with specific customers.
Software and Cloud Services
Lastly, the vast majority of SaaS (Software as a Service) products have cloud phone features installed. For example, several applications both support VoIP which can be integrated to deal with customer queries effectively. By using these, several channels can be monitored in one place making sure every customer is reached.
Not only are these applications built for customer communication but also rating satisfaction via Net Promoter Score (NPS). Filtering customers by negative and positive and using this to develop highly targeted marketing goals and messages.
Cloud services is shaping and transforming the way business is conducted and is essential for unified communications.
Make the switch
Ditch your traditional landline and make the switch to VoIP services to have the best communication tools on hand.
Customers are the lifeline of your business and it’s important to make sure their queries and concerns are addressed in ample time. In fact, 89% of customers will actually switch to a competitor after a single bad experience. Good customer service is all about managing your customers' demands and expectations. It is critical that customers are receiving the right care at the right time to improve customer retention and the whole customer experience.
To see how bOnline can help develop effective customer service acquire our VoIP solutions. Call our experts on 0203 617 9007.