You've worked hard to put your customers first in many areas of your business. One area that you may not have considered involves the technology used to power your customer interactions. While voice continues to be a powerful medium for interacting with customers, consumers have moved to other communications methods including SMS text messaging, chat, and social media. It's no longer enough to have a toll free number for customer service. The future is VoIP and unified communications.
According to AskIdeaCom.com, "VoIP technology lets you run a phone system on an IP network (either your own connection or over the Internet). Businesses have utilized this technology because its easy to use, saves money, and comes with tons of features that your old phone system may not have."
What kind of features? Examples of VoIP features include:
- Call routing
- Music on hold
- Voicemail to email transcription
- Auto attendant
- Do not disturb
For example, you could use call routing to route incoming calls from a specific area code to a specific set of customer service representatives familiar with the area or bilingual agents who speak the local language. This feature is easy to set up and eliminates delays, excessively long wait times, and abandoned calls associated with manual call routing.
Similarly, you could set up an auto attendant to allow for self-service. For example, if your customers frequently call your office to get directions or ask about your business hours, you could configure your auto attendant to prompt callers to "Press 1 for directions, 2 for business hours..."
If you want to take your technology even further, additional services such as chats, instant messaging, or SMS text messaging may be worth investigating. Adding these additional services to a VoIP system creates a suite of services collectively referred to as "unified communications." By adding services that make it easier for your customers to communicate with you using their preferred communications method or easily find relevant information via self-help options, you are leveraging VoIP and unified communications technology to put your customers first.