Customers are the backbone of any business and yet many businesses overlook this fact and spend the least on their customer service department. As the age-old saying goes, “The first impression is the last impression”, you do not get a second chance with a customer. Once someone decides they do not like your service, there is no way to change their mind. Therefore, your objective should be to lure in the customer and then make them a believer that excellent customer service exists.
In the world we live in, there are so many channels of communication that it is not difficult to serve customers efficiently if we want to. Social media, emails, surveys, etc. are all ways of communicating with your customers and acquiring their feedback to provide better quality customer service. However, keep in mind that all these means of communication can also work against you if customers are not satisfied with your service.
One such channel of communication is through the Voice Over Internet Protocol (VoIP) which is simply a phone service through the internet. You can make calls through a VoIP phone, computer or other smart devices using your internet connection. Such a system makes it possible to be connected to your customers from anywhere in the world and ensures that you get a 360 degrees view of your customers.
So keeping the notion in mind that there is always room for improvement, let’s go ahead and see how a VoIP system can help a business to boost their customer service department.
There is no worse thing than calling up a helpline only to be put on a long hold due to the lack of available representatives. Shorter response time could be the competitive edge over your competitors. A shorter response time improves the efficiency of your customer service/sales representatives because it gives them more time with the customer. The customer, on the other hand, is not already frustrated by the long hold and can better comprehend the solution offered.
A VoIP system will provide a reliable connection resulting in great call quality, allowing your employees to respond to calls more quickly and meet the needs of the customers. They will be able to access call records, customer details and even make notes while on the call with a customer so that they do not have to put them on hold or transfer them to anyone else during the call to gather the needed information.
A VoIP phone system provides you the opportunity to maintain a workforce working remotely without any problems. It gives your team the freedom to work from virtually anywhere in the world as long as they have a stable internet connection. Your employees can have a mobile app on their cell phones that allows them to use the company email and CRM system and make/take calls as if on the company system.
This allows customer service representatives to provide personalized services to all existing and new customers without being physically present in the office or using a particular device. Customers will be happy because all their needs are catered immediately and employees will be content with the flexibility to work resulting in greater loyalty towards the company among both groups.
As VoIP systems allow employees to work from anywhere in the world they have presented businesses an opportunity to cut down on the operations’ cost. Thus, huge organizations including some of the largest ISPs in the U.S. have started to outsource their call centers to other countries where it is more cost-effective to run operations. For example, when you call the Spectrum customer service phone number there is a high chance you will be speaking to a Spectrum representative sitting at an offshore call center catering to your needs as per Spectrum’s policies.
Unlike traditional phone systems, VoIP phone systems can be integrated with all the productivity software used in your business. For example, your Customer Relationship Management (CRM) system and your e-mail hosting system can both be integrated into your phone system so that your employees can make/take and log calls, work on social media channels and send/receive emails from one place instead of juggling between software.
In case a representative misses a call, the customer can record a voicemail that is sent to the employee’s email, who in turn can access the CRM on the device he is using at the time to access customer details and get back to the customer as soon as possible. Hence improving the company’s image and customer satisfaction.
A toll-free number has become essential these days. It helps to make your business more accessible and attain a reputation for being reliable since the customers can reach you anytime. With things getting expensive by the day and people finding it harder to make ends meet, making a call without worrying about long-distance charges could be your selling point. When using a VoIP system you can get a toll-free number for a low cost, regardless of the size of your business.
A VoIP system offers the possibility of using a virtual receptionist, which is essentially a tool to route calls to the correct department. You can set-up this tool to give a pleasant greeting along with a menu of options to choose from according to the customer’s area of concern. Once the customer chooses the option he/she is directed to the relevant person, therefore boosting the customer’s experience with the company and helping the employees work more efficiently since they can focus more on their own department’s work instead of apologizing to customers for being connected to the wrong department and then transferring them to the relevant people.
Lastly, but not the least, VoIP can help you create a solid marketing strategy. With VoIP, you can assign different phone numbers to different campaigns. Each campaign’s calls only land on the particular phone number assigned to it so it is easier for you to monitor which campaign is more productive in attracting customers and which one should be discontinued. Thus, helping you save time and money both.
The aforementioned methods highlight the most effective ways to incorporate VoIP in your customer support services and make the most out of it. After all, the better your customer support service, the more customers you are likely to attract and the greater revenues your business can generate.