How Does Enterprise VoIP Impact Customer Service?

Businesses are all about good sales, and good sales are all about good communication. If communication is poor and less effective, it may affect customer service and sales.

An enterprise VoIP solves this issue and unlocks ample opportunities to improve customer services. According to a study by Forrester, VoIP calls can cut response times by up to 75%. As a result, clients may be more satisfied since they value prompt and effective service. Let us understand how enterprise VoIP does it all.

What is Customer Service?

For any business, the customers are the number 1 priority. It may sound cliche, but it's true. In the end, it's your enterprise customers that directly decide your market position, reputation, and revenue. Customer service is the customer's experience during sales, product delivery, and after-sales. 

Long waiting times during the call, rude/unknowledgeable customer service representatives, unsatisfactory problem resolution, and multiple call transfers contribute to a bitter customer service experience. This can primarily affect the enterprise's success.

So, how to improve the customer service of your enterprise? The answer lies with enterprise VoIP solutions. The Voice over Internet Protocol calls work over the internet. VoIP allows you to answer calls from anywhere with any internet-connected device.

Ways Enterprise VoIP Improves Customer Service Quality

Calls are the bridges that connect an enterprise with its customers. As per a report, 60 % of customers prefer to call enterprises to discuss their issues. Hence, it's the first step of impression building. Unlike traditional call services, enterprise VoIP calls promise greater customer satisfaction with high-quality calls and many advanced features that are way more affordable. Let's understand how VoIP enterprise solutions are impacting customer services.

• Round-the-Clock Availability.

Today, enterprises broadly use the advanced PBX feature, i.e., IVR, as it helps in offering uninterrupted 24/7 services to customers without even deploying the workforce. With IVR, enterprises can save considerable costs and bring enormous profits. In IVR, a predefined set menu guides the user to get a resolution in less time. 

Small enterprises that find it challenging to hire a separate team of employees to work on odd hours welcome IVR solutions with open hands. The customer gets personalized interaction and timely resolution without waiting in long queues to ask a simple query.

• Better Collaboration with Unified Communications

Enterprise VoIP solutions let the teams communicate and collaborate internally and externally in multiple ways. Advanced features like voice calls, instant messaging, voice mails, presence, file-sharing, conferencing, and CRM contacts on a single platform facilitate better communication for problem-solving. Teams can collaborate in real-time and deliver better customer service. 

Feature-like presence helps review the availability of the customer service executive and redirect the calls within, making the customers wait for lesser time. 

Through unified communications, the customers can connect via chat and share files with the customer service agent. These plethoras of ways to communicate improve customer satisfaction.

• Personalized Calls 

Enterprise VoIP solutions can be integrated with CRM tools. It allows customer service agents to access client data while on the phone. This may result in personalized assistance and higher client retention rates. According to a study by Accenture,  83% of consumers are open to sharing their data to get a customized experience.

• Better Call Quality at Affordable Prices

Call jitter, call latency, and call drop are the issues that are a nightmare for every customer support team. Additionally, the hefty call charges make it more difficult, especially for small organizations, to generate revenue. VoIP enterprise solutions offer top-notch call quality at meager costs. Additionally, it comes with a wide array of advanced features that improve customer service.

• Direct Numbers and Extensions

There are instances when a customer needs help to reach out to the customer care executive. It creates unrest among the customers. An enterprise VoIP swiftly handles this issue since VoIP is a virtual phone system, and having more than one phone number at a time is possible. The extension number is a concise internal phone number that links an employee or department. Therefore, customers can easily connect with customer service and get the answer to their queries. 

Wrapping Up

Enterprise VoIP improves the effectiveness and performance of the calls due to features like call recording and call volumes. It empowers enterprises to serve the best customer service through high-quality calls and faster response time. Therefore, switching to VoIP is the need of the hour to impact customer services at a large scale.

About Ecosmob

Ecosmob Technologies provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions, and VoIP testing services to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/