The Top 3 Benefits of VoIP for Customer Experience
A small business’s ability to succeed depends on a variety of factors.
But in most cases, it comes down to excelling at one thing (and two words): Customer Experience.
Yes, as expected, how you treat your clients determines, well, everything! After all, the fact that 89% of businesses compete largely on the basis of customer experience is no coincidence.
It is intrinsically linked to increased sales and repeat business, as well as your brand’s reputation. So how can your company give customers a truly remarkable experience? Despite the numerous options, a VoIP system is a great place to start.
But what exactly is a VoIP system, and how might it enable your company to deliver consistently superior client experiences?
What is VoIP?
We’ve spoken about this subject many times via our news pages including one where we predict the VoIP trends for 2023, but for the un-initiated or first time readers of this blog VoIP (Voice over Internet Protocol) is a method of making phone calls over the internet as opposed to a traditional landline or mobile network.
A VoIP system helps you avoid many of the drawbacks and disadvantages of calling through a traditional phone line by converting analogue voice signals into digital and then sending them, as data packets, over your internet network.
VoIP is more versatile, speedier, and less expensive. Of course, it pays off greatly in terms of providing a leading customer experience.
Let’s examine the procedure.
VoIP guarantees that your sales team is always accessible.
Consider yourself as the customer for a second.
You’re attempting to get in touch with your business to talk about a problem or for more information. Instead, you’re placed on hold and forced to endure a never-ending loop of music that was popular during the moon landing.
You’re experience is to be left waiting to speak with a customer support agent.
Not only is it bad for the customer, but it’s also bad for company. Fortunately, a VoIP system can assist in putting these worries to rest. How? Read on.
VoIP systems allow calls to be re-routed to another number or to you or your support agent’s mobile device even if you are not in the office. This means that your staff can still be reached wherever, whenever, even if no one is answering the phone at your place of business.
This guarantees that someone from your company is always ready to accept a call, ensuring that no angry customers will ever be unable to reach you. (Or worse, forced to endure an endless parade of awful elevator music.)
VoIP Enables Call Analysis to Enhance Your Procedures.
Each call to customer support is unique. Every customer you speak with on the other end of the phone has a different personality and method of communicating, even though their issues or demands could coincide.
This means that there is always something to be learned from every call, whether it was handled by you or another agent who assisted the customer in finding a suitable solution.
But with so many calls happening every day, every hour, and even every minute, how can you take a time to halt and turn those lessons into advice that your staff can actually use?
The call recording capability of a VoIP system, often known as “call monitoring” or “call analysis,” holds the key to the solution. This enables you to record the customer support team’s interactions with clients so that you can review them afterwards and determine what worked well, what didn’t, and most importantly, what may be improved.
You don’t even need to listen back to the discussion to understand how it went because many VoIP systems will also create a transcript of it.
New internal policies and procedures for handling particular sorts of requests or clients can then be created using the knowledge gained from this approach. The aim? thereafter use that call to optimise the processes for the subsequent consumer in order to enhance the customer experience for the subsequent caller. As the one before, so after.
Response Time to Customer Voicemails is Improved by VoIP significantly.
Voicemail is a problem your business will always have to deal with since no matter how accessible your customer support team is, you won’t be able to answer every call.
Voice-to-email transcription is a helpful VoIP function that makes managing and responding to voicemails much simpler.
The voice-to-email capability, which is offered by the majority of the best VoIP systems, instantly forwards customer voicemails to your email account. This eliminates the need to dial a number and slog through a plethora of voicemails, saving, playing back, and deleting as you go.
Instead, the messages will be present in your email inbox with the other crucial communications for your company.
Additionally, a large number of business VoIP providers can translate your client voicemails into text, so you don’t even need to listen to them to understand what they’re about, how important they are, and whether you need to reply.
The communications are already in text format, so all that is left to do is pick out the main points and reply to the customer more quickly and effectively.