You may offer your customers support channels through email, a ticketing system and even social media, but 75 percent of them still think phone support is their fastest resolution channel, according to a recent study NewVoiceMedia. If they don’t get the support they’re expecting, it’s easy for customers to get frustrated. This is especially the case if a customer is dealing with a complicated issue or an extensive problem history. Many customers also know that the phone can result in a quicker response compared to waiting for a reply via email or social media.
Setting up a business phone system at your office doesn’t need to be a complicated or lengthy process thanks to VoIP. Plus, VoIP comes with many features that actually improve the customer experience. We put some of them together for you to check out below.
Interactive Voice Response System
The Interactive Voice Response (IVR) system is something you’re familiar with if you have ever called a support phone number. It’s the automated voice that provides you with options before you reach a live person. Properly using an IVR allows you to cut down on the amount of time it takes for a customer to reach the department or person most likely able to help, but if the IVR is too extensive, you may have dropped calls or incredibly frustrated customers by the time they reach a person. Reference common problems, self-help channels and other support channels for non-urgent problems so customers are aware of their options if they don’t need to reach a person immediately. If you can automate certain information lookups, such as account balances, into the IVR, you can cut down on the basic inquiries coming through your system.
A VoIP system has more options when it comes to application integration compared to a traditional phone system. Many VoIP solutions are designed around the concept of unified communications, which brings all of your business communication together. If your VoIP system runs through your existing support software, you can easily consolidate customer data and decrease the time it takes to verify a customer’s information. In many cases, you can have their information on screen and ready to go once they hit the IVR.
Cloud-based VoIP solutions are often well suited for mobile and remote environments, which allows your business to expand support hours. Instead of sending everyone to a messaging system because the support staff is not available, calls can be routed to mobile phones or telecommuting workers’ home offices for better coverage.
Phone support remains the channel of choice, but that doesn’t mean customers enjoy going through the IVR simply to wait on hold. One particularly useful feature of VoIP is the ease of callbacks. If a customer doesn’t want to sit and wait on the phone, she can request a callback within a specified time frame and an agent can get back to her when it’s convenient. This helps the customer avoid the frustration that comes from listening to endless hold music, and it lets customer support schedule callbacks during lower call volume times.