Have you ever had to wait on hold for assistance from customer support, only to be disconnected without ever getting help? Were you left without a way to call a company due to COVID-19 shutdowns?
Or maybe more importantly, have your customers experienced either of the above?
How you handle your phone system directly reflects how customers feel about your company. Either they have a good experience or a bad one depending on how efficient and flexible your system is.
33% of customers say their biggest customer service frustration is having to repeat themselves to multiple support reps. Another 33% put having to wait on hold at the top.
If you’re using an outmoded landline-based phone system, getting calls to the right team member quickly can be a challenge. Analog phones are missing some of the key elements that improve customer experience and call handling, such as:
- Voicemail to email transcription
- Chat & video built-in
- Ability for staff to access phone system from any location
- Being able to answer phones from smartphone
All features that VoIP phone systems have, along with many others.
Rethinking Your Phone System
Two things that the pandemic has Charlotte area businesses considering is how to lower overhead and ensure they’re ready for the next unexpected crisis.
One part of their technology infrastructure that can fill both those needs is an upgrade to a cloud-based phone system.
Here’s How VoIP Can Help Your Charlotte Business
Why do companies stay with landline phone systems when VoIP offers more flexibility and cost savings?
Some of the reasons are:
- They don’t trust the quality of VoIP
- Resistant to changing from a system they’ve used for years
- They’ve already invested so much
- Unsure how easy VoIP will be for employees to learn
We’ll answer all those fears below and go over the reasons VoIP is becoming the norm for business phone systems rather than the exception.
VoIP Quality Has Improved Dramatically
In the early days of VoIP, it was easy to tell the difference between a landline call and cloud-based call, but those days are long gone.
The improvement in both high-speed broadband and VoIP technology has led to crystal-clear call quality. This is why you’ll find large companies that make customer experience a top priority, like U-Haul and Apple, relying on VoIP for their customer service departments.
Cost Savings with VoIP Can Average 30% to 50%
If you’re looking to lower costs without giving up the quality of your customer support, then your phone system is a perfect place to find it.
Small and mid-sized companies often find they get more functionality out of VoIP than they do from their landline phones, while saving significantly.
If you’ve already put a lot of money into a landline phone setup, it’s only going to keep costing you more as the years go by in hardware and maintenance costs, not to mention your monthly phone bill.
While cost savings can vary according to plans, companies that switch to VoIP can see an average ballpark savings of 30% to 50% on the costs of their business phone system.
Improves Call Handling & Caller Experience
The enterprise-grade features in VoIP phone systems, give small businesses more options than ever when it comes to call handling and caller experience.
Studies show that cloud-based phone systems can save 30 to 55 call minutes per day per employee. This is because cloud-based systems can get callers to the right person faster and reduce inefficiencies like long hold times.
There are multiple time-savings features with VoIP, here are just a few:
- Automated attendant
- Company directory
- Dial-by-name
- Call forwarding
- Ring groups
- 3-way calling
- Text messaging
- Voicemail transcription
Easy for Users to Learn & Scalable
Are your employees used to using desk phones? That doesn’t have to change with VoIP. Our plans from Rocky Knoll Technologies include business desk phones with your service.
Employees can also answer lines from mobile devices or using a computer and headset, offering more flexibility. No more having to forward lines when someone is traveling or working remotely, they can access their calls from any location just as easily as at their desk.
Setup and training are simple. Another benefit is that you don’t have to wait until a new line can be installed when you add more team members. VoIP lines can be set up in minutes and are easily scaled up or down as needed.
You Ensure Customers Can Reach You During a Crisis
The pandemic has made it very clear that businesses need to be able to operate from anywhere. This means making as many business systems as possible cloud based.
With VoIP, if something happens and your team can’t work from your physical location, customers can still reach you just as easily. The caller experience is exactly the same, your team is just answering calls from a different location and still has access to all the phone system features.
Switch to a More Efficient and Cost-Effective Phone System
Rocky Knoll Technologies is a FreedomVoice authorized partner and can deliver affordable, reliable, and quality voice solutions. Upgrade now to improve the calling experience for both your customers and employees.
Contact us today to schedule a consultation. Call 704.594.7292 or reach us online.
