How VoIP Improves Customer Service
How VoIP Improves Customer Service
Phones aren’t going away anytime soon, so you want to be sure that your customer service team is equipped with the best tools possible. This includes
VoIP phone systems with advanced features like auto attendant, smart call routing and music on hold.
These features help improve the customer experience with better audio quality, smarter wait times and automatic responses. Read on to learn how the right VoIP system can boost your customer service.
1. Improved Customer Experience
With automatic responses, the ability to analyze all call data, more communication methods, unlimited flexibility and more, VoIP improves customer service in a variety of ways. Plus, it’s a great way to attract and retain talent, since many employees prefer working remotely over traditional desk jobs.
No one likes being left on hold or having to talk to multiple agents to resolve a problem. With VoIP, call centers can use skills-based routing to route calls to the best available agent.
Additionally, VoIP makes it easy to direct calls to employees’ mobile phones or alternative offices in case of a problem with the main office. Adding music to on-hold time decreases the perceived duration and improves customer experience. Caller ID can even be integrated with CRM to display a customer’s name and call history, further improving the experience.
2. Increased Customer Satisfaction
Many businesses have seen the importance of providing excellent customer service to their clients. After all, if a company cannot keep customers happy, they may go to another business that does.
With VoIP, companies can offer a number of features that help to increase customer satisfaction. These include voicemail-to-text, virtual receptionists, and other advanced call handling options.
Additionally, customers can easily reach the right department with an optimised auto-attendant that can guide them through a simple menu design. This eliminates the need for customers to undergo a conveyor belt of employees and helps them get their questions answered quickly. This is especially helpful when they are calling to request financial assistance or other time-sensitive issues. Moreover, businesses can give their employees direct numbers and extensions, which are displayed to the callers rather than their personal phone number.
3. Increased Customer Loyalty
With a VoIP system, customers can easily contact the employee they need to resolve their issue. This is because, unlike traditional landline phone systems, incoming calls aren’t “stacked”. Instead, they can be forwarded automatically to the agent’s smartphone or another number (like their home office) after a certain number of rings.
This allows customers to reach their reps quickly, and it prevents them from having to repeat themselves when they’re transferred between departments or agents. What’s more, VoIP can even provide on-hold music, which has been proven to increase the amount of time callers are willing to wait.
Customer service representatives can also access detailed profiles of their customers, which helps them build stronger relationships by providing more personalised interactions. Additionally, they can work from anywhere with a VoIP system, which makes it easier for them to attract and retain talent.
4. Enhanced Call Center Efficiency
Customer service representatives can work from home or on the go with VoIP. This technology removes barriers to customer-facing interactions and can increase productivity by allowing teams to work from anywhere they have an internet connection.
Customers dislike waiting on the phone to get answers to their queries or being transferred between different agents. Upgrading to a call center with VoIP reduces wait times and prevents calls from going unanswered.
The Auto Assistant feature available with many business VoIP systems lets customers hear automated greetings and follow voice prompts that route them to the right staff member quickly. This offloads simple inquiries from your team and gives them more time to focus on advanced problems. All this saves both the customer and the company money.
5. Reduced Call Center Costs
With traditional landline systems, calls can be stacked on hold for minutes or hours during peak times. This can frustrate customers, cause them to hang up, and drive some of them to competitors. With a VoIP system, incoming calls can be instantly routed to the right agent or department without having to ring up and down the line.
Additionally, employees can answer business phone calls from any device with a network connection, so it doesn’t matter whether they’re at the office or working from home. This helps with team flexibility and gives employees the opportunity to strengthen relationships with
customers by being their direct point of contact. They’ll also have complete customer profiles at their fingertips to provide them with solutions faster. This can help increase customer satisfaction and boost loyalty.
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