Enhance Customer Experience through Your Phone System
Your phone system is often the first point of contact for your clients. Even in the digital age where people learn more about businesses through Google than they do from other sources, many of your potential clients will attempt to reach out to you with a phone call. Unfortunately, many phone systems are not equipped to deal with the volume of calls that many successful businesses have in the 21st Century. Customers have to navigate confusing and cumbersome menus to speak to an actual person, and many still are left on hold for minutes at a time.
As ubiquitous as phone calls to customer service departments are, they can stand to be far more convenient. With that being said, here are just a few ways you can improve your customers’ experience with your own company’s phone system.
Direct Calls to Your Team’s Mobile Phones
The mobile phone has got to be one of the most useful innovations in communication technology in the last several decades. Not only does it allow people to make phone calls anywhere, but they can be reached even when they are away from home or their offices. Many phones and IT companies have taken note of this and allowed phone calls from customers to go directly to employee smartphones. This makes it far easier for customers who need to speak with a specific sales representative while cutting down on the amount of time they spend on hold.
Have Outbound Calls Go Through your Company’s Phone System
Any outbound calls made by you or your employees should go through your phone system, even if the caller isn’t physically in their office. Not only does this look far more professional, but it will tell clients who exactly is contacting them. They will be more likely to want to speak with whoever is calling them, and they will know what number to call if they need to contact you in the future.
Use Time of Day Settings with Your Interactive Voice Response System
An interactive voice response system or IVR is the automated answering system that routes calls to the department a client is trying to reach. These systems are nothing new, but they have evolved to the point where they are far more accurate and useful than they have ever been before. When they work properly, the caller is routed directly to the person they need to speak with, but they need a time of day setting if they are to be truly helpful. You will no doubt have phone calls from people all over the world at all times of the day, so set up your IVR with different messages based on when calls are received. For example, a caller who attempts to call after hours should hear a different answering message that tells them your business hours as well as alternative ways to contact you if necessary.
These are just a few ways that your phone system can improve your customers’ experience with your business. Even though the digital age has apparently taken the emphasis away from the telephone, phone calls are still a major point of contact for your customers. For more information about how a proper phone system can improve your customer experience, contact VoxSun today.
