Remote working and VoIP
In response to the COVID-19 pandemic, more people are working from home than ever. And experts predict that, for many businesses, remote working practices are here to stay. For example, we’ve written extensively about ‘working from anywhere policies’ and how businesses are likely to adopt these in the near future, which you can find out more about here.
Mass remote working has brought with it many different benefits for employers and employees, including less time spent commuting and reduced office rent. However, it has also posed challenges regarding the conflict between traditional and modern office communication styles.
Employers need to be assured that their workforce has the right technology in place to facilitate effective communication and keep both staff and clients happy when working in different locations. VoIP is a great solution for this; cloud-based phone systems are extremely flexible and adaptable, helping businesses to maintain credibility and collaboration. Read on to discover what VoIP is and the specific ways it aids remote working, ultimately boosting customer satisfaction.
What is VoIP?
VoIP is an abbreviation for Voice over Internet Protocol, otherwise known as a cloud-based phone system.
Cloud-based phone systems allow you to make and receive calls over the internet (or via the cloud) rather than using traditional phone lines. VoIP turns audio data into digital data which can then be transmitted via the internet. VoIP calls can be made using devices that can access the internet, namely computers, specialised IP phones and smartphones.
Overall, VoIP phone systems are famous for providing greater flexibility and reduced costs when compared to traditional phone lines. But, first and foremost, VoIP enables businesses to improve the way they communicate with customers, enhancing overall customer experience.
“After a poor communication experience, 38% of customers will switch to a competitor or cancel orders or services, 66% will tell a friend about their experience, and 41% will stop doing business with the company altogether.” – Customer Communications Report, Twilio
Given the importance of effective communication and customer satisfaction, we’ve listed 9 specific ways that VoIP will help your business to boost customer satisfaction.
9 ways VoIP can improve customer satisfaction
- Remote working capabilities
The cloud ensures that communication can remain constant without tying you down to a specific location. With VoIP, your employees can operate their phone systems from anywhere at any time, provided they have a stable internet connection. This makes VoIP an excellent tool for maintaining functionality when working remotely, meaning your customers never miss out due to poor communication.
2. Maintains credibility
Cloud-based phone systems enable your employees to keep in contact with customers, clients and prospects using your office number (even if they’re not in the office!) As such, if a customer receives a call from you it will display as your office number, even if the caller is working remotely. This will ensure the professional and credible relationship that your business has with customers is maintained.
3. More cost-effective
Cloud-based phone systems are significantly cheaper than traditional phone systems. There is no up-front cost for expensive hardware, installation and maintenance. Instead, you’re only charged for call minutes and cost per user on an affordable monthly basis. As such, money saved on expensive traditional phone systems can, instead, be invested in improving products, services and customer experience.
4. Gives you access to valuable data
Statistics software can be used in conjunction with VoIP phone systems, giving you access to an abundance of valuable call data (for example, number of calls per day, time spent on the phone, time taken to pick up the phone, etc.) This data can be recorded, analysed and used to establish KPIs and improve processes, overall boosting the experience of your customer.
5. Scalable and adaptable
Cloud-based phone systems are easily scalable and can be adapted to the size of your business. You can add phone lines and extensions easily, without having to worry about expensive and time-consuming hardware and installations. This means that there won’t be any disruption to your customers when your business grows in the future.
VoIP phone systems will fit around the schedules of your business, employees and customers. You can add as many phones to the system as necessary and direct certain numbers to certain locations to improve efficiency. For example, if you need to leave the office but are stuck in an important call with a client, you can simply transfer the call to your mobile without having to hang up in between. This prevents disruption and stress for customers, making communication simple and reliable.
7. Less stress
Cloud-based phone systems are usually hosted, meaning they’re managed by an external IT Support provider. This means that if there are ever any issues, such as systems requiring upgrades or maintenance, your IT partner will be responsible for rectifying these issues quickly and effectively. As such, you don’t need to worry about systems failing or malfunctioning, it will all be taken care of for you. Instead, you can focus on your business and spend more time strategizing about how to tailor your products or services to the needs and desires of your customers.
8. Helps up-skill your staff
Cloud-based phone systems allow calls to be recorded. Call recordings can then be used for internal training purposes and employee development. Managers can analyse how well an employee has coped with a situation over the phone and make suggestions for improvement. Consequently, employees will be better trained and equipped to deliver the best customer service possible.
9. Varied additional features
VoIP phone systems enable a variety of additional features that can help to improve productivity, employee experience and customer satisfaction, including conference calling, call forwarding, automatic redial, caller ID, hunt groups (a group of people set up to take incoming calls), emailed voice-messages and more. This gives you the opportunity to connect with customers in more varied, personable and advanced ways, e.g. with screen sharing and video calling.
VoIP phone systems improve customer satisfaction by:
- Aiding remote working
- Maintaining credibility
- Reducing costs
- Giving access to valuable data
- Being scalable and adaptable
- Improving flexibility
- Reducing stress
- Support staff training
- Providing advanced additional features
For more information on VoIP and how it can help your business please click here.
Or, for more information on cloud computing more generally, click here.