Most businesses hold service at their core. Regardless of your offering, the level of service you provide is an important factor in a customer’s decisions to continue patronizing your company. Poor service can cost a business millions (or more) per year. That being said, one of the easiest and most effective ways to raise the bar for the customer experience is to adopt business VoIP for customer service.
Benefits of VoIP for Customer Service
Some benefits of a state-of-the-art VoIP system include:
More Calls Answered
In fact, with VoIP, no calls go unanswered because of the call forwarding that comes with this technology. Incoming calls are routed to the right customer service representative, which allows companies to remedy customer issues as they occur. Organizations can even outsource call services to a third party located in a different timezone, thus giving customers the ability to speak to a representative at any time of the day.
VoIP maximizes customer service productivity because less time is wasted on voicemail messages and calling back. Most notably, studies show that companies who have adopted a unified communications solution save 191 hours per day and 49,660 hours per year than those not utilizing VoIP for customer service.
Better Engagement with Customers
By 2020 customer service is expected to overtake price and product as the top brand differentiator. By integrating with customer service software platforms, businesses can improve the experience of their customers significantly. During a call with a customer, service representatives can immediately pull up any necessary information on the person and previous interactions to resolve problems quickly. Employees can also update information in real-time as needed. Interactions are also not limited to voice calls with VoIP. Businesses can also communicate with their customers through SMS and social media like Facebook Messenger and WhatsApp.
Cost-Saving for Businesses
VoIP helps companies save money on customer service management in several ways. For instance, staff can work remotely, thus reducing overheads while they still fulfill customer service objectives. Businesses also experience the cost-saving benefits on telephone bills. Rather than traditional landlines, communication with customers through VoIP consists of sending voice data over the internet, which costs approximately half of monthly landline expenses.
Make Your Business Stand Out
The best way to help your business stand out is to improve the level of service you provide. Conversely, if something goes wrong in the customer experience, you can be confident that people will be vocal about their frustrations. Businesses who have yet to adopt a business VoIP solution often endure the consequences of using technology that does not meet the updated standard of service. Luckily, VoIP sets a new standard that will go even farther beyond expectations.