Before the 1870s, business owners interacted with customers face-to-face and wrote letters to them. The invention of the telephone system revolutionized the way businesses provided customer service. However, the advent of the internet and IP-based business phone systems proved to be a game changer.
Sam Walton, the co-founder of Wall-Mart, famously said “The goal of every organization is to have customer service that’s not only best but legendary.” Since ancient times, businesses used existing communication tools to provide fast and reliable customer service
This blog post details the way you can provide exceptional customer service by leveraging a sophisticated internet telephony system. Read on and thank us later.
Invest in a sophisticated business phone system
A business phone system is a multi line communication system designed to handle all communication needs of businesses. It comprises a wide range of telephony systems ranging from Private Branch Exchange (PBX) to Key Telephone Systems (KTS). An advanced business phone system is extremely beneficial for enhancing customer service.
If you intend to provide exceptional service to your customers, invest in a robust business phone system such as advanced multi-tenant IP PBX software. The internet is the best place to search for trustworthy multi-tenant IP PBX software providers. All you need to do is type some high-intent search terms such as “best business phone system,” “top business telephony system,” and “cost-effective business phone system in (your country or city). After pressing the enter key, you will get many results. But look for the ones that provide free demos. Taking a free trial can help you make an informed decision.
Focus on omnichannel strategies
Gone are the days when customers used to contact businesses using their telephone systems. A majority of people prefer communicating with businesses using multiple communication channels such as text messages, instant messages, emails, social media, live chat, and more. As per recent data, almost 80 percent of customers prefer omnichannel strategies as it provides a seamless communication experience.
To provide high-quality customer service, you must focus on omnichannel strategies. Integrating via multiple communication channels will enable customers to contact your organization using their preferred communication channels and it will enable you to provide them with tailored and consistent customer service. Agents can seamlessly switch between channels without losing context, ensuring smooth and efficient interactions.
Leverage advanced call routing
The right call routing is extremely important for customer service. When customers are connected to the right person when they contact a business, it provides them with immediate solutions to their queries and enhances the first call resolution (FCR). This level of efficiency enhances customer satisfaction and portrays a professional image of the company.
Various studies also highlight the importance of routing customer calls to the right agents. As per a study conducted by Salesforce, 82 percent of customers expect to solve complex problems by talking to one person. A Zendesk study revealed that more than 70 percent of customers are unhappy when their call is routed from one agent to the other.
A reliable and high-quality internet telephony system can enable you to implement advanced call routing strategies. With features like Interactive Voice Response (IVR) and skill-based routing, incoming calls can be directed to the most appropriate agent based on their expertise.
Improve FCR
As discussed in the above point, efficient call routing plays a huge role in enhancing FCR. It’s an important metric in customer service that measures the ability of a business phone system to resolve customer queries or issues on the very first contact with a customer. In the present era, customers not only want high-quality service and experience but they want fast resolution to their issues.
A survey found 93 percent of customers expect their call to be resolved on the first call. Improved FCR indicates efficient and effective customer service, as it reduces customer effort and enhances satisfaction. It also leads to reduced call volumes and shorter wait times, enabling businesses to optimize their resources and increase overall customer service efficiency.
Integrate with CRM systems and other platforms
If your business uses different platforms and applications such as Customer Relationship Management (CRM) platform, SMS and MMS platform, ticketing platform, billing and payment system, and other such applications, then integrating the internet telephony system with the platforms can help you enhance your customer service.
CRM platform streamlines workflows and enhances customer service efficiency. When a call comes in, agents can instantly access customer profiles, purchase history, and previous interactions, providing a contextual and personalized experience. This integration reduces the need for customers to repeat information, leading to more efficient and satisfactory interactions. Here’s where sophisticated business internet telephony systems can be extremely useful.
Establish a local presence
Eight out of every ten Americans don’t pick up calls from unknown numbers, revealed a Pew Research Center study. A Software Advice research found that if a call has a local area code number then it’s four times more likely to be answered. These stats highlight the importance of local presence in customer service. Customers are more likely to engage with businesses that appear familiar and accessible, leading to improved customer satisfaction and a broader customer base.
Having local phone numbers not only enhances trust and credibility but also gives the signal the call is more relevant for customers. Internet telephony systems offer virtual phone numbers, which enable businesses to use local presence features and establish a local presence in different regions or countries. Sophisticated business phone systems also enable you to leverage toll-free numbers to establish a credible reputation.
Offer personalized customer experience
Personalization is a cornerstone of exceptional customer service. It goes beyond addressing customers by their names. It involves understanding their preferences, specific needs, as well as history with the company. It also entails tailoring solutions to meet individual customer needs.
For example, if the customer recently made a purchase or contacted support for a specific issue, the agent can start the conversation by referring to these interactions. This level of acknowledgment shows that the company values and remembers its customers, fostering a sense of loyalty and appreciation.
A sophisticated internet telephony system enables businesses to access customer data and history during interactions. With this information at their fingertips, agents can personalize conversations, acknowledge previous interactions, and cater to individual preferences. Personalization builds customer loyalty and fosters a positive brand image.
Provide self-service options
As counterintuitive as it sounds, providing self-service options to customers can help in enhancing customer service. Nowadays, many customers don’t want to call businesses for minor tasks and common queries. As per a recent stat, more than two-thirds of customers would prefer self-service over speaking with a customer service representative.
Sophisticated internet telephony systems come equipped with a wide range of self-service options ranging from IVR systems, AI-powered chatbots, Frequently Asked Questions (FAQs), knowledge bases, and more. All these help customers find answers to common queries and perform simple tasks by themselves.
Seek customer feedback
“Feedback is the breakfast of champions,” said noted American writer Ken Blanchard. Customer feedback can tell a business lot of things about its customer service. But organizations must do whatever it takes to get feedback from a diverse group of customers. As Stephen Richards Covey, legendary educator and author of the all-time best-selling book ‘7 Habits of Highly Effective People’ said “It takes humility to seek feedback.”
There are many ways organizations can leverage Internet telephony systems and business phone systems to conduct surveys and seek customer feedback. Recent data revealed that nine out of ten customer-facing businesses will use surveys to track customer service and get feedback. Sophisticated IP PBX software can integrate quick and effective customer feedback mechanisms such as survey systems and chat-based ratings to get customer feedback.
Summing up,
By embracing the power of internet telephony, you can bolster your customer service offerings, build lasting relationships, and gain a competitive edge in the market. You just need to find a reliable and reputable business phone system provider with a proven track record. Ask for a free demo to make an informed decision.
