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How Can VoIP Improve Customer Service? What Businesses Need to Know

Can VoIP Improve Customer Service

VoIP phone systems have become increasingly popular amongst business owners as more companies discover the benefits that VoIP can provide over legacy phone systems. 

In fact, VoIP phone systems have begun to take over business communications with an estimated 31% of businesses currently using VoIP phone systems, and this number is only continuing to rise.

This growth in VoIP use in the business world has primarily been driven by businesses' desire to provide better services to their customers. In fact, if you are unfamiliar with VoIP phone systems, you may be surprised by the impact that switching to VoIP can have on your business's customer service.

If you are unsure whether VoIP is right for your company, here is a look at just a few of the ways of making the switch to VoIP could improve your customer service. 


Strengthen Accessibility

Let's face it, no customer wants to be on hold endlessly or not be able to reach a customer service agent when they need support. With a VoIP phone system, it will be easier than ever to ensure that you do not miss a call as these systems help to strengthen accessibility.

With VoIP, your cloud-based phone system receives all customer calls, meaning that you do not have to worry about missing a call if there is a connection problem at your physical office or if there are employees out of the office.

Your VoIP system can either forward calls to a number that is available, or you can even have it so that calls redirect to your agent's mobile phones in the event that no one can take the call at the office.

Should no-one be able to take a call, your VoIP system can also take a message, convert it to text, and email it to your staff, ensuring that no customers go unassisted. 


Improve Mobility

One of the biggest advantages of VoIP phone systems is that they are mobile, as your customer service agents' numbers aren't tied to a specific line or location. Regardless of where they are, your staff can access your VoIP system from their personal devices.

This means that even when you are on the road, it is easy to stay available and take calls, ensuring that there is not a drop in customer service quality when people are out of the office.

Considering 70% of workers globally now work remotely at least one day a week, VoIP phone systems are critical in helping businesses and customers to stay connected.  

Simple Scalability

One of the biggest problems with legacy phone systems is that they are not easily scalable, which means that they do not always meet the needs of a growing business. If your business is seeing rapid growth and you are constantly adding new customer service agents, then you know how much of a hassle it can be to constantly have new lines added to your phone system.

Alternatively, it is extremely simple to scale VoIP phone systems to meet the needs of your business. With VoIP, it is easy to add a line quickly without the need for new hardware. You can instantly increase the size of your system to help you increase call volume, ensuring that no customers go unattended.

You can also scale back your system at any time to save money should you experience a slow period. VoIP systems are extremely versatile and can be customized to meet your needs. 


Easily Access Vital Data

One of the biggest customer service benefits that VoIP phone systems provide businesses with is that they make it easy to track phone calls and review call data to ensure maximum efficiency.

You can easily access information showing you how many calls you are receiving, how long these calls are, and you can even see how long customers are being placed on hold.

This information can help you to determine the needs of your customer service department, which can allow you to make changes that can help you better respond to customer demands. 

For many companies, switching to a VoIP phone system revolutionizes the way they do business by allowing them to better meet the needs of their customers. Feel free to contact us to learn more about VoIP and the benefits it could bring to your company.       

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