In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies.
Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers.
If you’re confident you have the right team members in place, you need to equip them with the best tools so they can be fully responsive to your customers’ needs. In our 24/7 world, even the smallest business must have the right equipment.
One of the best investments an enterprise can make is installing a Voice Over Internet Protocol (VoIP) system. It’s a combination of hardware and software that makes it possible for people to make phone calls using the internet. In short, the user sends voice data in packets using their IP address, instead of a public service telephone network.
According to Transparency Market Research, the value of the VoIP market will be as much as $136.76 billion by 2020.
This is evidence that businesses are investing in the right products to help their staff do their jobs justice. It doesn’t matter what size your brand is, large and small office phone systems are the way forward. Here’s why.
Analyze Your Customers and Staff
With a VoIP system, you’ll know how long calls last and whether or not individual employees take longer to respond to customers than others. You’ll also see how many calls you get and when you get them. Most importantly, you’ll even be told how long customers are put on hold. All this is data will help you better respond to your customers’ needs.
There’s No Such Thing as a Missed Call
With a VoIP system, your customers will always get through to you — even if there’s a connection issue, shoppers can leave a message. You can also redirect customer calls to mobile phones, other office locations and/or remote workers (should you need to). This is particularly useful if you’re a small business and don’t always have a staffed office.
Having a VoIP system allows staff to work from home, which consequently could reduce your overheads. For example, Dell saved $39.5 million by doing this. A business using such a system can save an average of 50-75 percent, and this goes up to 90 percent if you’re making international calls, according to Tech.Co.
Scale Up or Down
If you’re a smaller operation and you’re planning on expanding, or need more hands-on-deck during busier times of the year, having a VoIP system allows you to increase your customer service. Namely, because you can up the number of calls your phone system can handle. Needless to say, you can also do the reverse during slower periods.
Businesses can’t ignore the need to better connect with their existing and future customers. Equipping your staff with the right phone system is a massive step towards achieving that goal. After all, a happy team doing their job well equals satisfied customers.