Business operations are increasingly leaning towards internet based solutions. Cloud services for data storage, digital marketing strategies to reach a wider a customer base, and VoIP phone systems to streamline business telecommunications.
Making the transition to a VoIP phone system is a smart move for businesses of all shapes and sizes.
How do VoIP Phone Systems work?
VoIP stands for Voice over Internet Protocol, which means that calls are made and received over the internet, rather than through a traditional phone service provider.
This approach involves taking analog audio signals, and converting them to digital data, and then transmitting it over an internet protocol network.
It is basically the process of taking a standard internet connection, and configuring it with the capability to make and receive phone calls. This can help avoid hefty set up costs and high monthly fees charged by traditional big phone companies.
VoIP services are changing the way businesses communicate all over the world. The internet has been a hugely effective resource for businesses of all sizes to expand their customer reach to different cities, and even different countries. VoIP technology helps improve long distance and international business communication.
5 Ways VoIP Phone Systems can Improve Customer Support for your Business
There are all kinds of practical advantages businesses of all sizes can gain from converting to VoIP communication systems.
5 advantages VoIP systems offer to enhance customer support, may include:
- Uninterrupted availability
- Collaboration and productivity
- Mobility and scalability
- Control your costs
- Analytics
Uninterrupted Availability
A VoIP phone system is a good way to ensure you never miss an important call from clients, customers, or business colleagues.
With a regular phone system, you may be stuck at your desk waiting for that critical call to come in. VoIP uses a cloud-based platform, so calls can be received at any location with a reliable internet connection.
You also don’t have to worry about your phone system going down, or being at the mercy of a phone service provider with VoIP.
It is quite easy to set up your VoIP phone system to have calls redirected to mobile devices. This can be done as a one time occurrence while you are out of the office, or on an ongoing basis at particular times of the day.
If you are unavailable to take a call, customers and clients can leave a message through voice mail.
Collaboration and Productivity
Employees working together as a team is always beneficial for productivity. VoIP phone systems are not only effective for communicating with clients and customers outside the office, they are also excellent for staff collaboration.
Inter-office communication is key for providing optimal customer support.
For example, say a call comes in from a customer that is having technical issues. The employee that answers the phone is unsure of how to solve the problem. Through instant messaging or putting the customer on hold to connect with another agent, employees can work together to devise a solution. The call can be easily transferred if need be.
The teleconferencing feature is also very useful for group collaboration.
Mobility and Scalability
VoIP is ideal for employees working remotely. Whether working from home, or on the road, they can always stay connected.
Scalability is not an issue for VoIP phone systems. Traditional phone systems are limited by the number of users they can support. VoIP systems have no such limits. New users can be added or removed anytime, quickly and easily.
Control your Costs
Reports on businesses that have switched over to VoIP phone systems have indicated a savings potential of anywhere from 50 to 75%.
That is quite a significant cost reduction, especially considering the change is an upgrade. You actually end up paying less for improved functionality, flexibility, and quality.
If your business does a lot of international calling, the savings could be even greater.
Analytics
VoIP phone systems make it very easy to track your telecommunication operations. You can easily see how many calls are coming in on a daily basis, and what periods throughout the day are your high volume zones.
You will also be able to see average call times, and how long customers are waiting on hold.
Since all call data is digitized and stored in packets, that data can be searched and analyzed to find out more specifics about your telecommunications.