‘Many of our staff are working from home, please bear with us.’ Sound familiar?
Businesses large and small have been unable to deliver satisfactory customer service during the recent pandemic due to home working. Whilst we all understand the position, it can be frustrating and off-putting never-the-less.
But cloud phone systems can keep a business running like clockwork and prevent a bad customer experience.
How do cloud phone systems work?
Also known as VoIP, cloud phone systems convert a traditional analogue phone signal into a digital one, allowing you to make and receive calls via the internet. This can save your business money and improve productivity but most of all can improve the level of service you deliver to your clients and customers.
A recent report found that a poor communication experience would prompt 38% of customers to cancel orders or move to a competitor. 66% of people would share their bad experience with friends.
So it’s clear that communication is key to the success of any business and cloud phone systems can take yours to the next level.
5 ways cloud phone systems can improve your customer service
#1 Remote working without disruption
Because cloud phone systems operate via the internet, your office phone line can go with you anywhere you go. A good provider will come with an app so you can make and receive calls with your office line via your home PC, laptop or smartphone.
This means your customers need never be affected by home working and can feel assured that your service is always there on the other end of the phone… even during a pandemic!
#2 Facts and figures from a cloud phone system
If you’re concerned your customers may be having a bad experience when they do call, cloud phone systems offer advanced reporting that can help. With access to daily figures including average call duration, the number of calls taken, and the number of calls missed you can make informed decisions on how to improve the service your business is delivering.
#3 Your call may be recorded
Call recording can be valuable and is made easy with cloud phone systems. Calls can be played back to help new entrants learn their role and for employee development on how to handle tough situations.
#4 Never miss a voicemail
There’s nothing worse for a customer service team than checking the company voicemail at the end of the day, only to find calls need to be returned. Let’s be honest, their heart isn’t in it when they’re making call-backs at 5 pm.
In turn, there’s nothing worse for your customer if their voicemail isn’t returned by the end of the day.
With a cloud phone system, you’ll receive an email whenever a voicemail is left. No nasty surprises for your team at the end of a long day, and your customer receives a call back quicker than usual.
#5 Call queuing
An engaged tone or repetitive ringing can leave your customer feeling no one is there to take their call. That’s why cloud phone systems enable you to set queue music and even record sales messages for callers to listen to while they wait.
Jupiter IT – we support more than just your IT
With a Jupiter IT Solutions business phone system, you’ll get a premium solution at a competitive price. And don’t worry about the move from a ‘tin can and string’ to digital calling, we’ll take care of complete installation, train you and your staff on how to get the most from the features on offer and provide you with long-term support to make sure your communications are second-to-none.
Call us for a chat to learn more about what cloud phone systems could do for your business.