How VoIP Mobile Phones Can Improve Customer Service

Customer service is critical to any business, and excellent customer experience (CX) bolsters your bottom line. With VoIP mobile phones, you can improve your CX with better call quality, clever call routing, and more.

Unlike ordinary smartphones, VoIP offers a range of business tools like voicemail-to-text, group broadcast SMS, separation of work and personal contacts, and direct phone numbers and extensions.

 

Improved Customer Experience

VoIP makes it easy for your business to answer calls on mobile devices, whether employees are working from home or in an alternative office location. The system also helps your customers stay informed by allowing you to program answers to frequently asked questions and holiday opening hours.

Customer service representatives can quickly locate a client’s contact information with a robust customer profile at their fingertips. It allows them to make a more personalized connection with each caller.

VoIP offers scalable phone services that adapt to your needs as you grow. Your staff can answer calls from any location using their work number, and they’ll be able to use their favorite project management and collaboration apps with ease. The scalability also helps your business avoid paying for additional features you might never need.

Increased Employee Accessibility

Customers often expect immediate responses to their queries in today’s fast-paced world. Whether they’re calling to make a complaint or to discuss an order, every call must be answered by a knowledgeable team member.

But small firms may only sometimes be able to afford to hire specialized personnel to handle these calls. Thankfully, mobile VoIP calling allow employees to be on the go and answer customer queries.

Employees can integrate their smartphones and tablets with the company system with a business VoIP phone, making it easy to access calls, texts, and fax on a single device with their business number. It is crucial since over half of service professionals work remotely at some point. Call reporting and advanced messaging features like group broadcast SMS help to keep everyone connected.

More Efficient Voicemail Management

When customers call your business, they expect a fast response. They don’t like being passed around or put on hold, which can frustrate them and lead to their decision to switch to a competitor.

With VoIP, businesses can improve customer service by reducing wait time and increasing employee accessibility. It is made possible with ring groups, which enable calls to be forwarded to multiple employees in a predetermined sequence.

Another feature, voicemail-to-text, allows employees to respond to calls even when they’re away from the office and unable to answer. It reduces the need to leave a voicemail, which can also help improve productivity and work-life balance. Plus, it helps employees maintain a consistent voice when responding to customer queries.

Improved Collaboration

Whether it’s an auto assistant or IVR, VoIP allows businesses to add personalized touches for their customers. For example, a recorded voice greeting can guide customers to dial numbers that lead them to the correct departments, offloading simple queries from your support team so they can focus on more complex ones.

VoIP systems also integrate with other business tools like CRM, Office 365, and G Suite, so all information is available in one place, eliminating the need to switch back and forth between applications. It saves time and reduces confusion, boosting productivity.

With VoIP, every employee can have a direct number and extension that displays their local area code regardless of where they live or work. It helps employees build long-lasting customer relationships by establishing them as their point of contact.

Enhanced Security

Unlike traditional mobile phones that need to be connected to a landline via cables and connectors, VoIP operates over the Internet. As a result, businesses do not need to invest in new hardware and can roll out a BYOD policy for employees. It allows them to use their own devices, helping them separate work and personal lives and improve productivity.

Moreover, companies can offer their customers toll-free numbers that allow them to tap untapped markets and establish credibility and trustworthiness. Interactive voice response (IVR) can greet callers and allow them to select from pre-recorded options that transfer them to the relevant departments. It helps them avoid being put on a conveyor belt of agents and lets them get answers to their questions quickly.

With all these advantages, it’s clear that VoIP mobile phones can help businesses provide stellar customer service. However, companies must educate their teams about security best practices and implement policies to ensure they remain breach-free.