{"id":25447,"date":"2022-10-11T17:08:14","date_gmt":"2022-10-11T21:08:14","guid":{"rendered":"https:\/\/carolinadigitalphone.com\/?p=25447"},"modified":"2024-07-31T14:27:17","modified_gmt":"2024-07-31T18:27:17","slug":"massively-improve-customer-service-with-voip-8-ways","status":"publish","type":"post","link":"https:\/\/carolinadigitalphone.com\/massively-improve-customer-service-with-voip-8-ways\/","title":{"rendered":"MASSIVELY Improve Customer Service with VoIP: 8 Ways"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"25447\" class=\"elementor elementor-25447\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4df619dd elementor-section-boxed elementor-section-height-default elementor-section-height-default parallax_section_no qode_elementor_container_no\" data-id=\"4df619dd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-43634595\" data-id=\"43634595\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1db75411 elementor-widget elementor-widget-text-editor\" data-id=\"1db75411\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\n<p>Before we look at how to MASSIVELY improve customer service with VoIP, let\u2019s take a moment to reflect on an old saying in the business world that goes: \u201cif you don\u2019t take care of your customers\u2026then someone else will.\u201d And these days, this advice is more crucial than ever. Consider the following:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>89% of consumers are more likely to make another purchase after a positive customer service experience. [<a href=\"https:\/\/c1.sfdcstatic.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-4th-ed.pdf\">source<\/a>]<\/li>\n<li>68% of consumers say that they would pay more for products\/services from a company that offers good customer service. [<a href=\"https:\/\/cdn2.hubspot.net\/hubfs\/2771217\/Content\/2018%20Customer%20Service%20Expectations%20Gladly.pdf\">source<\/a>]<\/li>\n<li>Consumers who rate a company\u2019s service as \u201cgood\u201d are 38% more likely to recommend that company. [<a href=\"https:\/\/success.qualtrics.com\/rs\/542-FMF-412\/images\/ROI%20of%20customer%20experience%202020.pdf\">source<\/a>]<\/li>\n<\/ul>\n\n<p>\u00a0<\/p>\n\n<p>Now, let\u2019s go to the other end of the spectrum and highlight the catastrophic consequences of bad customer service:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>96% of customers will switch companies because of poor customer service. [<a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2020\/07\/12\/ninety-six-percent-of-customers-will-leave-you-for-bad-customer-service\/?sh=6ec80e4630f8\">source<\/a>]<\/li>\n<li>78% of customers have given up on a transaction because of a negative customer experience. [<a href=\"https:\/\/www.slideshare.net\/slideshow\/2011-customer-experience-impact-report\/10947124#6\">source<\/a>]<\/li>\n<li>Businesses in the U.S. lose a whopping $62 trillion each year due to poor customer service. [<a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2017\/04\/01\/are-you-part-of-the-62-billion-loss-due-to-poor-customer-service\/?sh=16ea13297e5f\">source<\/a>]<\/li>\n<\/ul>\n\n<p>\u00a0<\/p>\n\n<p>Clearly, one doesn\u2019t need an MBA degree (along with a Ph.D. in statistics) to realize that good customer service isn\u2019t just necessary for success \u2014 in the big picture and long run, it\u2019s essential for survival. And that\u2019s where VoIP enters the story and makes a transformative difference.<\/p>\n\n<p>\u00a0<\/p>\n\n<p>Below, we highlight eight game-changing ways that you will improve customer service with VoIP:<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h-1-improve-customer-service-with-voip-by-delivering-great-customer-service-from-anywhere\">1. <strong>Improve Customer Service with VoIP by Delivering Great Customer Service from Anywhere\u00a0<\/strong><\/h2>\n\n<p>VoIP is ideal for supporting a remote\/hybrid workforce. Your employees can make and receive calls using their home office computer, or their smartphone (either personally-owned or corporately supplied). That means fewer voicemails, and happier, satisfied and repeat customers.<\/p>\n\n<h2 class=\"wp-block-heading\">2. <strong>Improve Customer Service with VoIP by Checking Availability Before Transferring a Call<\/strong><\/h2>\n\n<p>Another feature that improves customer service with VoIP is called <a href=\"https:\/\/carolinadigitalphone.com\/customers-hate-call-transfer\/\">Presence<\/a>. This is an at-a-glance indicator that informs your employees in real time if a colleague is available, busy, or away.\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>Thanks to Presence, your customers will never be unpleasantly surprised \u2014 and in some cases outraged \u2014 because they are transferred to someone who is not immediately available (or available at all). Instead, they can be politely asked if they mind being placed on hold. If so, then their call can be transferred and they\u2019ll calmly wait. If not, they can be asked to call back at another time, or have their call returned later on.\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">3. <strong>Improve Customer Service with VoIP by Routing Calls to the Next Available Employee<\/strong><\/h2>\n\n<p>With a conventional landline phone system, incoming calls are \u201cstacked\u201d in a line-up that keeps growing, and growing. Customers at the end of the line could find themselves waiting on hold for several minutes \u2013 or maybe even hours during peak times. Those that tolerate the wait are likely to be very frustrated by the time they eventually speak with someone. And those that don\u2019t tolerate the wait will hang up and head for a competitor.\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>How does VoIP improve this very costly customer service pitfall? Here is the answer: you can configure VoIP to automatically and instantly route calls to the next available employee \u2014 regardless of where they are located.\u00a0\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>The result is that customers spend very little \u2014 and ideally no \u2014 time on hold, which is exactly what they want and expect. And as a welcome bonus, because they haven\u2019t been angrily waiting on hold for a long time, customers are more likely to be calm and pleasant when they speak with someone vs. hostile and aggressive. \u00a0 \u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">4. <strong>Improve Customer Service with VoIP by Routing Calls to the Right Department the FIRST Time<\/strong><\/h2>\n\n<p>Few things irritate customers more than getting \u201cbounced around\u201d from one department to another. Often, they spend time and energy explaining their problem or concern with the first person they speak with, only to have to repeat it all over again to the next person\u2026and the next person\u2026and the next person!\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>VoIP categorically improves customer service through a feature called <a href=\"https:\/\/carolinadigitalphone.com\/cloud-phone-system-feature-spotlight-auto-attendant\/\">Auto Attendant<\/a>. This is a \u00a0 customizable virtual receptionist that professionally and pleasantly answers each call on the first ring, and invites customers to direct their call to the appropriate department (e.g., \u201cTechnical Support\u201d).\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>Not only does this make customers much happier, but it also means that your employees spend more time providing quality service, and no time being obliged to shuffle customers to another department. Everyone wins!\u00a0\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">5. <strong>Improve Customer Service with VoIP by Allowing Customers to Reach Specific Employees\u00a0<\/strong><\/h2>\n\n<p>One of the biggest limitations of a conventional landline phone system, is that once the maximum capacity for lines is reached, it is necessary to add more hardware \u2014 which is very expensive to purchase, install, and maintain. This is a non-issue with VoIP!<\/p>\n\n<p>\u00a0<\/p>\n\n<p>There is no limit to the number of phone numbers\/extensions that you can assign to employees, including temporary or seasonal staff. As a result (and when appropriate) your employees can give out their specific number\/extension to customers. Consider these two scenarios; one without VoIP, and one with VoIP:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Without VoIP: \u201cMr. Smith, when you are ready to move ahead with the installation please call our Technical Support department, and an available Agent will help you at that time.\u201d<\/li>\n<li>With VoIP: \u201cMr. Smith, when you are ready to move ahead with the installation, please call me directly at (301) 560-4407 and I would be very happy to help you.\u201d<\/li>\n<\/ul>\n\n<p>\u00a0<\/p>\n\n<p>Obviously, scenario 2 is <em>much<\/em> more customer-centric \u2014 and it\u2019s all because of VoIP!\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\">6. <strong>Improve Customer Service with VoIP with Voicemail-to-Email<\/strong><\/h2>\n\n<p>Another \u201chow did we ever survive without this?\u201d VoIP feature that enormously improves customer service is <a href=\"https:\/\/carolinadigitalphone.com\/features\/voicemail-to-email\/\">voicemail-to-email<\/a>. As the name suggests, this feature automatically converts voicemails into audio files and sends them to a recipient\u2019s inbox.\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>Not only does voicemail-to-email speed up response times \u2014 because your employees can check voicemails on the go vs. waiting until a break or the end of the day \u2014 but it also allows your employees to save messages for reference\/archive purposes, as well as forward messages to any other party.\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<p>Consider this example: one of your Sales Reps gets a voicemail from a customer. The message is a long, complex technical question that the Sales Rep cannot readily answer. Instead of calling her colleague in Technical Support and trying to convey all of the details, she simply sends them the audio file attachment. Her colleague listens to the voicemail, and either contacts the customer directly or provides a clear answer for the Sales Rep to communicate.<\/p>\n\n<h2 class=\"wp-block-heading\">7. <strong>Improve Customer Service with VoIP by Sending Texts to Customers \u2014 Which is What Many of Them Want!\u00a0<\/strong><\/h2>\n\n<p>Think that <a href=\"https:\/\/carolinadigitalphone.com\/benefits-of-text-marketing\/\">sending texts to customers<\/a> is unimportant or unnecessary? Think again!\u00a0<\/p>\n\n<ul class=\"wp-block-list\">\n<li>69% of customers want the ability to contact a business through text messaging. [<a href=\"https:\/\/marketerhire.com\/blog\/sms-marketing-statistics\">source<\/a>]\u00a0\u00a0<\/li>\n<li>92% of people prefer texts or emails from a business or salesperson<\/li>\n<li>[<a href=\"https:\/\/technology-signals.com\/lunar-survey-shows-92-customers-choose-texting-over-email-communication\/\">source<\/a>]<\/li>\n<li>13% of customers are more likely to support businesses that offer text-back capabilities. [<a href=\"https:\/\/simpletexting.com\/text-message-marketing-report\/\">source<\/a>]\u00a0\u00a0<\/li>\n<\/ul>\n\n<p>\u00a0<\/p>\n\n<p>With an <a href=\"https:\/\/carolinadigitalphone.com\/all-in-one-solution\/\">all-in-one VoIP phone system<\/a>, your employees can send\/receive SMS and MMS messages through an online portal or using their smartphone app. All texts are automatically stored, which makes it easy for employees to manage multiple conversations in a single interface.<\/p>\n\n<h2 class=\"wp-block-heading\">8. <strong>Improve Customer Service with VoIP by Tracking Contact Center Metrics\u00a0\u00a0<\/strong><\/h2>\n\n<p>If you have a <a href=\"https:\/\/carolinadigitalphone.com\/contact-center-dashboard\/\">Contact Center<\/a>, then VoIP gives you a live reporting tool that delivers real-time granular insights into daily operations. Use actionable analytics and persona-driven customization to boost performance and customer satisfaction. And best of all: your Agents can work from anywhere \u2014 including home offices!\u00a0<\/p>\n\n<p>\u00a0<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>The Bottom Line<\/strong><\/h2>\n\n<p>Delivering great customer service isn\u2019t optional \u2014 it\u2019s crucial, and now more than ever before. Now that you know how easily you can MASSIVELY improve customer service with VoIP, the question isn\u2019t \u201cdo we need VoIP in our business?\u201d, but rather \u201chow can we afford NOT to get VoIP as soon as possible?\u2019<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Contact Us Today<\/strong><\/h2>\n\n<p><a href=\"https:\/\/carolinadigitalphone.com\">Contact Carolina Digital<\/a> Phone today and <a href=\"https:\/\/carolinadigitalphone.com\/schedule-a-call\/\">schedule your free consultation and demo<\/a> of our affordable, scaleable, future-proofed, and feature-rich VoIP phone system. We can visit you on-site, or connect with you over the web if you prefer. Call us now at (336) 544-4000.\u00a0\u00a0<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Before we look at how to MASSIVELY improve customer service with VoIP, let\u2019s take a moment to reflect on an old saying in the business world that goes: \u201cif you don\u2019t take care of your customers\u2026then someone else will.\u201d And these days, this advice is more crucial than ever. Consider the following: 89% of consumers are more likely to make another purchase after a positive customer service experience. [source] 68% of consumers say that they would pay more for products\/services from a company that offers good customer service. [source] Consumers who rate a company\u2019s service as \u201cgood\u201d are 38% more&#8230;<\/p>\n","protected":false},"author":5,"featured_media":25450,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[192],"tags":[479,469,76,85,25],"class_list":["post-25447","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-voip-systems","tag-business-phone-systems","tag-customer-service","tag-voip-features","tag-voip-phone-systems","tag-voip-phones"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>MASSIVELY Improve Customer Service with VoIP: 8 Ways - Carolina Digital Phone<\/title>\n<meta name=\"description\" content=\"Are you looking for ways to improve your customer service with VoIP? This blog is for you! Check out the 8 ways you can achieve just that!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/carolinadigitalphone.com\/massively-improve-customer-service-with-voip-8-ways\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"MASSIVELY Improve Customer Service with VoIP: 8 Ways - Carolina Digital Phone\" \/>\n<meta property=\"og:description\" content=\"Are you looking for ways to improve your customer service with VoIP? This blog is for you! 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