By joining thousands of companies around the world in switching to VoIP, you can harness a competitive edge by providing better customer service - as well as saving on costs, and improving productivity.

The importance of VoIP for enhancing customer service experience can’t be underestimated. 

As it’s more costly to acquire new customers, making sure that your existing ones have a great experience when dealing with your company is vital.

The many advanced features and integrations that are available with VoIP makes it an indispensable tool to leverage for keeping your customers satisfied and for making sure you keep up with your competitors.

Reasons to improve your customer service

There are several convincing reasons why it's important to improve your customer service as an organization.

Firstly, it’s cheaper to retain the customers that you have than to try and find new ones through extensive marketing and sourcing of leads. Existing customers are oftentimes repeat customers, and only if your service is poor or your products are not up to scratch will they venture off and find a new supplier. 

Some sources indicate that as much as 60-70% of your business sales will be generated from existing customers. There are a range of customer retention metrics you can use to figure out the cost of retaining customers vs losing them to sub-par service. 

Furthermore, many customers will pay even higher rates just to be a customer of companies with incredible customer service. In fact, the vast majority of customers in one study showed willingness to pay more for a better customer experience. 

And, importantly, customer service can actually affect your bottom line. The better your customer service, the more your business may be able to profit financially as it is able to outperform competitors. 

One way to improve your customer service and overall customer experience is to have a VoIP phone system. That way you won’t miss any customer calls or messages, and your staff will be able to collaborate and stay in touch no matter where they are.

How VoIP technology can help you improve your customer service

Here are just some of the many ways in which VoIP can help enhance your customer service and drive business success for your organization, while you retain your greatest assets - your loyal customers. 

1. VoIP phones can direct customers to the right person

VoIP phone features often include auto attendants or IVRs which can use advanced AI to direct your customers to the correct department or person.

This provides a better customer experience as it can be effective and efficient and reduce call waiting times.

Auto attendants can also provide information about business operating hours and can even give answers to some questions. 

2. VoIP phones can solve customer queries

Not only can auto attendants and IVRs direct customers to the right person, but they can also answer customer queries, and provide announcements and information.

And because your auto attendant can be deployed 24/7, there’s always someone to answer your phone lines which gives your customers a sense of access and availability.

3. VoiP provides another way for customers to make contact

Your business can have various different contact numbers, some of which may have local dialing codes or even international ones to give your organization a global presence. This provides many options for customers to contact you, no matter where they are based. 

VoIP also provides various mediums that customers can contact you - via the phone, video or instant message. You can even integrate a chat bot or call through your website.

This variability means your customer can choose the communication method they prefer, and it can also help to reduce waiting times compared to having just one phone number. 

4. VoIP speed up customer response times

Multi-channel support, together with auto attendants and call recording means that businesses can better handle high call volumes and respond faster to enquiries. 

Features like group hunting allow a call to be routed to a team of people so that whoever is free can answer - which helps reduce waiting times. And on-hold music or informational announcements also helps to make waiting in line more pleasant. 

That means that customer queries can be dealt with and resolved faster, which provides a better customer experience. 

5. Voicemail to email means you can follow up and not miss out

Most of the time if you miss a call, that person won’t call back. So if you’re able to record messages from missed calls and have them sent to email, your team can then quickly respond to them.

6. CRM integration provides seamless communication

Because VoIP phone systems allow for integration with your CRM software (depending on which VoIP provider you opt for), your staff are then able to speak to someone and have information about their previous calls or interactions with the company. 

This automated CRM integration helps to make data available quickly and seamlessly so that when your staff speak to clients, they are fully informed. This helps provide customers with a more professional and coordinated experience. It also helps to make following up easier, which can help to further drive sales. 

How to start impressing your customers by upgrading to VoIP

It can be difficult to think of switching to VoIP when you’ve been using a different telephone system for a long time, despite all the benefits of switching.

If you need help upgrading your phone system, and you need advice on which service provider to use, which features you should be looking for, or how to implement VoiP for your business - then reach out to one of our VoIP experts.

At NB Technology, we offer cloud based VoIP phone systems and business internet solutions. Contact us at (704) 644-1220 for a no obligation consultation to discuss your phone system needs and any inquiries you may have.