Technology Unwrapped

The most important technology concepts, strategies and actions uncovered for your business.

How a Cloud-Based Phone System Improves SMB Customer Service

using cloud based phone system to improve customer serviceQuality customer service is crucial to the longevity of your small or medium-sized business. Providing excellent service retains customers and builds value, and when customers are satisfied, they bring in more customers.

One important component of your business’s customer service strategy you might not have considered is the quality of your business phone system. Is yours making the cut? If not, a cloud-based business phone system will make a positive impact on your organization.

With the range of features available on a cloud-based, or voice over internet protocol (VoIP), phone system, it is easy to ensure you never miss a customer call and provide the best service possible—to every customer that reaches out to your business.

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What features of a cloud-based phone system improve the customer service experience?

Never miss a call

Cloud-based phone systems receive every customer call, regardless of network connectivity issues at your office.

Additionally, if your employees are unable to take a call at that moment, because they are out of the office or in a meeting, it’s easy to set up the ability to leave a message or reroute calls to cell phones or home offices.

Use Interactive Voice Response to automate simple informational updates

In most cases, customers who call in prefer to talk to a live person.

Sometimes, however, a customer just wants to know information about a statement or account status. They don’t have to wait in the queue with others, only to have a person give them one small piece of info. It’s a waste of time for both the customer and your staff member.

By using Interactive Voice Response (IVR), you can automate these processes on any VoIP phone system for your business. Setting up these features allows your customers to receive quick responses on questions about payment dates, statement balances, and more. As a result, your business processes become more efficient, and you’re able to provide a quality experience without making anyone wait in a call queue for a short answer—a win-win for you and your customers!

Direct numbers allow for instant connections, regardless of geography

You can build long-lasting business relationships with your clients through direct numbers and extensions—not to mention improve work-life integration.

VoIP enables you to use your direct number, regardless of geographical location.

Your teams can integrate devices with the business network for seamless approachability. And, while your employees use their mobile devices to reach out to prospects, their VoIP number would be displayed, not their private number.

Redirect money toward other aspects of the customer experience

VoIP phone systems are cheaper to install than traditional wired phone systems. Even call rates are lower. In fact, according to IT World, “Switching to VoIP can save small businesses about 45 percent over a traditional business phone service.”

Add onto that easy maintenance and simple scalability and you have a cost-effective business phone system that will improve your business efficiency—and your bottom line.

Is your Omaha or Lincoln SMB looking for new ways to maximize the customer experience?

If so, a cloud-based phone system could be the solution you’re looking for.

Contact CoreTech’s expert unified communications team today, and they will help you determine the best VoIP solution for you.

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Topics: Cloud, Phone Systems