Concerned about how to make experiences better for your customers? Businesses that use voice over internet protocol (VoIP) phone systems can help to improve customer experiences (CXs). From offering better sales and service to support assistance, VoIP phones are optimized to help meet customer demand.
Here are 5 ways VoIP phones and software integrations can help you improve CXs.
1. Customer details are readily available.
Depending on the software you integrate with your VoIP phone system with, you can benefit from several features. VoIP phones let you use convenient screen pops. You can find this feature if you integrate with Salesforce, for example.
When a customer calls your toll-free number, your agent can view:
- The customer’s contact details
- Customer notes from a previous agent
- Any complaints the customer had
- Customer sales history
These are helpful because you can respond faster to the caller. They will feel valued and you can find a resolution faster for them.
2. Customers can use a knowledge base
Around 85 percent of customers will trust a review that’s left by another customer. If you integrate your VoIP phones with software like Zendesk, you can create a customer knowledge base and help center. Your knowledge base lets customers look up commonly asked questions.
When customers reach your help center, they can also view comments from other customers. This can help your customers if they prefer taking advice or suggestions from others before making a purchase. Or, if they want to reach your self-help area instead of calling in to reach support.
3. Customers can use multi-channels
With VoIP phone service that works through the cloud, your customers can reach you on the channels they prefer. Some customers like email or text. Other customers might prefer a human operator.
VoIP phone service lets you keep track of the various customer channels. And, you can run data analysis to keep track of call times and how agents handle calls. This is helpful if you are training new agents and want to listen in or “barge” in on their call to offer tips to them. You can send a text to the agent to help guide them through a call to find resolutions for customers.
4. Follow-up faster on customer support tickets
Another reason to use VoIP phones and integrate with software like Zendesk is your agents can view the details on open support tickets. You’ll also find that if no support ticket exists when a customer or client calls, the software will generate a new support ticket automatically. This saves time and other customers don’t have to wait as long on hold.
5. Reach out to customers and waste less time
Using software like Zendesk with your VoIP phones can also reduce time wasted when agents need to call customers or clients. The software includes prompts to help agents with placing calls. They can use auto-dialing features to reduce downtime between their calls. The software also features helpful prompts that will ask if the agent wants to redial or leave a message.
Final Thoughts
Because VoIP phone service allows for different types of software integrations, these can help improve your customer experiences. You can speed up call resolutions and let customers find the information they want in your knowledge base. You’ll also be providing your agents with advanced calling features to optimize calls and improve each customer’s journey. Consider the advantages of VoIP phones for your particular calling needs.
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Contributed content
Founder Dinis Guarda
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