Customer service can make or break the financial future of a company. Happy customers are far more likely to remain loyal in the long term, and creating a reputation of providing great service will often result in new customers as existing clients share positive experiences with others. Investing in improving service is a worthwhile expense. Voice over Internet Protocol (VoIP) is one way to better a company’s service level.
Catch Every Call
VoIP systems have a number of key features, such as call forwarding, that keep important team members accessible. Find and Follow Me functionality allows calls to ring to more than one phone at the same time. This is essential for remote workers or those who travel for business, and also ensures that if a representative cannot take the call, it will be successfully routed to another for efficient handling. Customers won’t be on hold for an excessive amount of time or have to leave voicemail.
Improve Support Hours
VoIP systems are extremely flexible and are able to support geographically distributed teams. If the company implements branches in different time zones or global regions, the system can be used to route calls to whomever is available, no matter if they’re at the home office or on another continent. In addition, if the company chooses to outsource representative positions, a good VoIP system makes this very simple.
One of the most attractive advantages of VoIP is that it is cost effective. Since it uses the Internet to make and receive phone calls, the high cost of long distance calls is no longer a problem. Fees are typically much lower with an advanced VoIP system than with traditional telephone company offerings.
Increase Call Efficiency
VoIP comes with an auto attendant feature that uses Interactive Voice Response (IVR) technology to route callers appropriately. Callers choose the department or function they require, and the call is transferred quickly to the correct destination. This avoids the frustration of being misdirected and reduces the need to talk to more than one person to receive assistance.
Another beneficial feature of VoIP systems is that they can capture a significant amount of caller information and convey it to the customer service representative. When a caller provides their information, those details can be transferred to the next representative without the caller having to repeat themselves multiple times. This cuts down on call time and increases customer satisfaction. Integrating VoIP with customer service tools amplifies this benefit as call information can be stored to the customer’s account record with far less effort, reducing labor expenses.
Customer service is critically important to a company’s health. VoIP provides a boost to customer satisfaction and helps the business save money — a winning combination. To learn more about VoIP’s advantages, contact us today.