How hosted telephony is improving customer communicationsConsistency is key to creating a great customer experience and a hosted phone system can help

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Customers love a consistent, positive service experience.

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92% of consumers in the UK have switched supplier at least once in the last year because of poor customer service.

– NewVoiceMedia.

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But how can your telecoms system help support a consistent service delivery?

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Give your customers control

Consumers hate voicemail:

75% of purchasers faced with an automated telephone system will not leave a voicemail. 85% of those people never call back.

– Answer-4u research.

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Many hosted phone systems have an Interactive Voice Response (IVR) feature.

A tailored IVR is an excellent way to help:• Allow customers to route their own calls to the correct departments

• Offer an alternative to voicemail that provides an automated message offering other contact methods

• Reduce waiting times and call queue lengths

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Never miss a call

A hosted phone system also allows for intelligent call routing:

• Incoming calls can be routed to the next available extension or hunt group

• Calls can be diverted or twinned with employee smartphones to be answered away from their desks

• Call plans can be created to route calls in different circumstances e.g. bank holidays or unexpected office closures

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Using intelligent routing, customers can be sure of speaking to the right person, every time.

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Drive internal efficiencies

Many hosted phone systems will also offer a ‘receptionist console’ that can offer enhanced call management features for employees controlling the majority of inbound calls to your business.

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Using this console operators can:

• Utilise softphone capabilities to quickly and easily route calls to destinations via their desktop

• Gain a complete view of the entire company network to assess resource availability

• Direct calls to branch offices or offsite extensions

• Divert calls to free extensions

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Customer calls can be routed to their correct destinations quickly and easily, minimising call abandonment rates, improving customer service delivery and ensuring consistency, particularly for businesses with multiple office locations.

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Takeaways:

A hosted phone system can help your business to deliver a consistent customer service experience by:

• Giving customers greater control over their own support experience

• Automating call routing to connect calls to real people wherever possible

• Enabling more efficient manual routing to ensure experiences are consistent across every site

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Discover more by downloading:

SME’s guide to improving business performance through

connected communications

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