Your customer service team is on the front line of your business, which means should do everything you can to make their work easier. They can make the difference in retaining or losing a sale, so it makes sense to provide them with the right tools.
The Customer is Key
Customers are vital. They’re the lifeblood of any business. So keeping customers happy should be the number one priority for every business. Customers stay with a company that serves them well and, when they’re happy and succeeding, they’ll often refer your business to others.
Meeting Increased Customer Expectations
Customers’ expectations of support services have increased dramatically. Customers now expect a business to be online 24 hours a day. They are also increasingly impatient about getting what they want, when they want it.
- 7% actual words
- 55% facial expression
- 38% tone of voice
No Call Goes Unanswered
If the target is that no call goes unanswered, VoIP networks can help you reach that goal. VoIP systems can be set up to forward calls to external agencies, allowing companies to spread out the work across the world.
Reducing Wait Times
The global average wait time, according to TalkDesk, is 1.5 minutes for finished calls and 4 minutes for abandoned calls.
More Efficient Interactions with Customers
“One of the most common customer complaints about contact centers is that the customer has to repeat their problem to multiple agents,” says Paul Faust, SVP of Business Development and a partner at RingBoost.
Better Quality at Lower Cost
The clarity of VoIP phone calls is excellent and has improved considerably over the years. The improved experience is due to a broader frequency range than is available to analog phones. However, call clarity is directly related to broadband quality, so a business-class broadband connection that prioritizes voice over data is required to achieve the best quality. A bonus is that this improvement in service does not come at a higher cost.
Improve Business Processes
Managers need the right tools to improve processes and measure the effectiveness of your customer service approach. VoIP gives them these tools. Call queue dashboards provide a manager with an overview of the customer service team at a glance. The report can be configured to suit the business.
- the number of calls answered
- callers who hung up
- duration of a call
- average speed of answer (ASA)
Employees Drive the Customer Experience
With VoIP, managers have the option to monitor employees. A manager can listen in on a conversation, and provide hints to the team member without the customer hearing them. In some cases, a manager will need to enter the conversation and can converse with both the team member and the customer. These features enable easier escalating of calls and prompt resolution of issues.
Why Customer Service Teams Use VoIP
Improving your customer experience will have a beneficial effect on your bottom line, period. Bad customer experience or long wait times will make customers take their business to another provider. A company can improve the service it provides by answering calls on time, answering customer queries efficiently, and training employees to be customer service heroes.