Telephony has been a primary tool for clients to contact their service providers since long. Whereas on the other hand, you too as an organization utilize calling feature the most. Be it contacting your customers, or having an internal word with your sales or support person, or even discussing possible solutions with your team while a client is on call with you. Calls are important.
This is why it becomes increasingly important for you to provide a pleasing experience to whom you connect with over a call, especially to your clients.
Now, look at the phone residing on your desk.
Apparently, it connects you with your clients and suppliers as well as the business interests.
But think how efficiently it connects you with your internal team? If a client calls you, how quickly you can share with him the product demo? Or transfer him/her to the right sales rep that is well versed in presenting the entire product? Or transfer him to the support person for quick troubleshooting?
If it takes you considerable amount of time you’ve made the client wait long enough to irritate him. It is a signal that you need integrated and more efficient telephony system at your organization. Not only will it benefit big time to your teams, but it will also enable you to a more pleasant on-call experience with your clients.
Happy clients are the formula of successful business and increased ROI. Additionally, managing all the customer communications in a single system would highly increase your operational efficiency.
So the question arise, how it can be done in the best possible ways. Below you’ll explore the all answers in best manner to do this.
Deliver enhanced customer experience using collaborative phone systems
In contemporary digital workplace, you must equip your team with advanced tools to work effectively. Here are the major factors on how implementing a collaborative phone system positively affects your customers who prefer phone call to get in touch quickly.
Combined Business Communications
Your employees who serve the clients on call repeatedly need to confer with colleagues internally in order to provide a quick-fix solution to their queries or troubleshoot a complex technical issue. Often, they come across the need to share collaterals or documents internally or with the clients. With integrated telephony, all these business communications are combined and improved. Sharing frequently used files, searching through the resource library quickly, passing calls and queries across the team, everything becomes seamless. Resultantly, customer on the other end of the call does not have to wait any longer to get things sorted.
Customers Get Unified Support and Sales Services
More often than not, serving customers as a unit becomes the challenging part. If working with disparate phones, the teammates can find it difficult to route the client to the member. With an integrated telephony system, everyone in the team gets access to customer data, resources and solutions to frequent technical issues.
You can even set an auto-responder to automatically capture client’s purpose of the call and thereby passing the call to the appropriate speaker. This is how you can automate the recurring actions to save time and efforts while reducing the number of missed or dropped calls.
With everything available on fingertip, team members can take speedy actions. On the customer end, this appears to be a collectively working united team.
Centralized Activities and Resources
When all the people in team have access to the shared phone system, conferencing becomes a piece of cake. Adding people to conference in few clicks results in accelerated actions, that reduced time consumed to solve query received on that call.
No manual searching for a particular file and then sending it to the client. The abundance of resources can be pooled to be accessed by everyone. Thus, right resources can be fetched and shared with team or client right away.
Smart call distribution and routing ensure that the right person is assigned to the call based on the client query, language or location.
Shared Contact Lists and History
Call inboxes that the entire team can access in addition to provide follow-ups, ticket management, help desk activities and more. Thus tasks become optimized as a team.
This leads to the access all the required information of the clients (including past conversation) to serve them best.
Reduced Turnaround Time (TAT)
Since the entire team works collectively, the time taken to respond to the client or his/her queries is considerably reduced. With all the information at fingertips, the support agent does not have to juggle with manual solution hunting or consultation of peers. The call waiting time is reduced too as the shared telephony system allows access to incoming calls for multiple agents. Often, call queuing gives a personalized (even musical) message to the client on why he needs to wait. At times, when the customer does not wish to remain on hold, he/she can set up a call-back so that as soon as the agent is available, he can give a call back to the client. This creates a genuine impression of your team in front of customers.
The team can attach labels to the attended calls that are stored in logs for further understanding by new agents or customer representatives. After a particular call, teams can view history and other teammates’ comments on it. A concerned person can be assigned to attend the subsequent calls from the same client, as well as the same person can be notified on time. Attaching tags to the calls makes it easier for team in sorting calls and maintaining records. Moreover, the client does not have to repeat his/her issues every time he calls with accurate record and history maintenance.
Thus, your team is enabled with enhanced workflow and task management.
Easier Pre, on and Post-call Processing
The agent making the call might need to perform a bunch of tasks before, on and even after calling the client. Operations such as updating call status, adding up resources, tickets management (open or close tickets), commenting and attaching remarks. All of that runs smoothly when working with a unified telephony system.
Reporting and Analytics
If the phone system that you use is advanced enough, you can even get performance reports that give you vital insights. From the call logs, information and historical data stored in the system you can track call duration, effectiveness, frequent queries, repeatedly sought solutions and even you can track how many times a particular client called for what services and who all in your team attended him/her. Moreover, you can even figure out the First Call Resolution rate.
Thus, with such collaborative systems you can manage more calls even with a smaller team.
These benefits would save you from repeated calls for similar queries and satisfying the customer ASAP. This, in the end saves significant cost, efforts and time for your organization.
Bringing it All Together
When there are different service-oriented departments in your organization that a client frequently comes in contact with, you definitely need a unified communication system. On the user end, single customer happens to deal with developers, sales, support, subscription, billing, onboarding, help desk and more depending on the nature of your business and services you offer. It is obvious that lack of synchronization and coherence in your teams during interactions with clients discourages them to call again. Just a single wrong step in talking to an irate client, and you might lose him. This is why you must employ an integrated phone system to refine your on-call communication capabilities. There are numerous service providers to help you manage it, such as Zendesk, Salesforce, Microsoft, Google, Slack and more that offer online and VoIP calling solutions.
All in all, implementing a collaborative phone system in your organization is the guaranteed recipe to overhaul the real-time calling experience you deliver to customers. As well you can increase streamline communication, which leads to superior productivity amongst your team and ultimately enhanced image of your brand in the market.