How VoIP Improves Customer Service:  You must know.

Customers are everything for businesses, as they can make or break it. Customer satisfaction is the backbone of every business's success. But satisfying customers in today's competitive market, where they have thousands of options at their fingertips, is more challenging than ever. 

A company with better customer service can differentiate itself apart other than product and price. Today, consumers prefer businesses with better customer service, and 48% of customers have replaced brands for better customer service. In addition, 94% express that good customer service leads them to make more purchases.

Here, Voice over Internet Protocol (VoIP) helps businesses improve customer service. VoIP allows businesses to connect with customers and employees effectively. Users can call anywhere worldwide over the internet, regardless of physical location. With a VoIP phone system, you can efficiently support your customers. Let's understand how VoIP can improve business customer service. 

9 Ways VoIP Can Transform Customer Service

VoIP revolutionizes the way businesses interact with customers. It offers a scalability, cost-effective solution, integrates multiple communication channels, facilitates easy collaboration, and offers High Definition (HD) voice calls with advanced features. Here are some ways that VoIP helps businesses improve customer service.

1-Never Miss a call

Missing an important call can impact business, and new opportunities may slip away. But with a VoIP phone system, you never miss an important call. With a VoIP phone system, you can transfer calls and activate simultaneous ringing to multiple business numbers, reducing the chance of unanswered calls. Additionally, the caller can leave a voicemail or text so a company can contact them later and take advantage of every opportunity. As VoIP offers features to businesses like call forwarding, call hunting, and voicemail-to-email transcription, it reduces the chance of missing an important call. You can tap the voicemail in your email to listen or read the text to know the context quickly.

2 - Reducing Wait Times

Customers want to connect with a company to solve their issues quickly. You can effortlessly route calls to the right person or department on the VoIP system. From call routing, calls are distributed to agents to answer calls simultaneously. At the busy moments in your call center, the on-hold music feature of the VoIP phone system increases the chance of customers waiting while listening to their favorite tune. 

3 - Automate Common Queries

Some customer requests are common and do not require waiting in a queue to get an answer, as it will save their time and that of employees. VoIP auto attendants help customers with standard queries instantly, and they can get an answer without connecting to a human.

Auto attendant provides an essential option for typical queries like account activation and basic product information: clicking for an instant answer. It makes your business work efficiently while meeting the customer's needs on time. 

4 - Supports Multiple Communication Channels

Today, customers use multiple communication channels—voice calls, SMS (Short Message Service), video calls, and live chat—enhancing customer accessibility. VoIP supports various communication channels besides voice calls to satisfy your customers and allow businesses to connect with potential customers at their preferred channels. 

An agent or customer can switch to another channel quickly. For instance, if a customer connects to a business via SMS, the business or customer can seamlessly move to a voice or video call.

5 - Analyze Customer Interactions

With a cloud call recording feature, you can record calls and access recordings from any device anytime. Call recordings help you to analyze your agent's interaction with customers. Through metrics, your agent can improve performance and customer experience. VoIP CRM (Customer Relationship Management) integration also helps you access data in one place, so you do not have to use multiple tools. In VoIP CRM integration, two business apps connect—VoIP software like Transparent and CRM apps like HubSpot. You can easily access your CRM data in your VoIP system to work efficiently and provide better customer service. 

6 - Reduced Downtime

VoIP systems minimize downtime and ensure that customer calls are not disrupted. VoIP providers like Transparent prioritize quality of service (QoS), ensuring crystal clear voice communication for a positive customer experience. Ultimately, high-quality and clear voice calls improve customer satisfaction.

7 - Real-time Collaboration

The customer service team can collaborate in a VoIP phone system regardless of location. Employers can easily install and use VoIP desktop and mobile apps on their personal devices—they can collaborate and connect with customers from anywhere with an internet connection. You can connect with your team members and customers from virtual phone system apps wherever you go. Meanwhile, unified communication tools like voice calls, instant messaging, and video conferencing integrated into your cloud phone system apps improve your team's efficiency. 

This collaboration helps team members work efficiently, as they can get help from others to resolve complex customer problems. This resolves customer issues faster while improving their experience with the company.

8 - Cost-effectiveness

VoIP is budget-friendly for businesses of all sizes, whether small or mid to large. Companies shifting from the traditional telephone to VoIP can save 50% on monthly operational costs. This cloud-based VoIP technology even minimizes the small business startup costs by up to 90%. VoIP solutions help reduce phone bills and streamline customer service with advanced features that traditional phone systems lack.

9 - Scalability

A traditional phone system is costly for a small business to scale and requires new hardware and equipment. On the flip side, a VoIP phone system is easily scalable. As your business grows, you can expand or downsize your phone line without significant downtime or expense. 

Upgrade your customer service with efficient VoIP services.

Exceptional customer service improves customer experience, retains clients, and increases business revenue. So invest in efficient, Transparent VoIP services to meet customer needs and exceed your competitors. We offer advanced communication features to bridge the communication gap between employees and customers. Our phone system lets you easily handle queries, close deals, collaborate, and integrate CRM tools like Hubspot and Zendesk. Switch to our reliable virtual phone system and see a significant difference in your customer service.