Tips from an expert: things to consider when selecting a telephony solution for your startup
24 October 2018
Missed calls and unclear contact information – ineffective communication is not good for a growing company. Here Dominic, an Advisor at Telavox and expert on telephony for smaller companies, gives his best advice for choosing the right telephony solution for the company.
THREE TIPS FOR THE BRAND NEW COMPANY
The business plan has been nailed and the company registered. Congratulations! The "to do" list is full and telephony is the last thing on it. You might think, "I’ve got my personal mobile, that will do the job”. Totally right, at first your old mobile will work, but think about this:
1. Get a telephone number for the company
A telephone number for the company is as obvious as an email address. It must be easy to get hold of the company and it is much more professional to have a company telephone number on the website and in social media than a mobile number. The number can be local or national, depending on what suits your business best. Your company's telephone number is linked to your personal mobile and you will not need to change your phone or get a new one.
2. Record a nice welcome message
A large company can be perceived as amateurish if the recorded welcome message customers hear when they call has poor sound quality, is impersonal or contains incorrect information. On the other hand, a friendly and well-considered message can allow a small company to be perceived as important and professional. Therefore, make sure that the welcome message is of a high standard and up-to-date.
3. Specify telephone hours – this is for the benefit of both you and the customer
This is primarily for reasons of clarity but is also about honesty. Many startups do not want to limit themselves and say that they are always contactable by telephone, which is, of course, good – if that really is the case. Otherwise, you are making a rod for your own back. You give an impression of being unreliable, lose reputation and your employees become stressed. And when someone calls on a Sunday evening, there is still no answer. it is better to be clear and put a limit on your telephone hours, the customer will happily call on Monday morning instead.
THREE TIPS FOR COMPANIES THAT ARE ABOUT TO EXPAND
You have been up and running for a while and the introduction of a more advanced telephony solution has become a necessity. Read these tips before you decide on a telephony solution for the company.
1. Set high expectations for your operator
The differences between various operators are getting ever smaller The trend is for shorter contract periods and bigger data packages. When choosing an operator you should ask what you get from the supplier in addition to telephony and data. Can the mobiles be integrated with each other? Can conversations be connected between colleagues at no extra cost? Do you get a notification in the app when a colleague in a meeting becomes available? Is the app simple and evergreen? In short: choose the operator that gives you the most for your money.
2. A call menu puts the customer through to the right person
You and your colleagues will definitely have different roles and responsibilities. With a call menu, the customer is put through to the right person and gets quick answers to their questions. Press 1 to make a reservation, press 2 to book a hotel room, press 3 to speak to the reception. Or why not "press 1 to speak to sales, press 2 to speak to support".
3. Do you make a lot of calls? If the answer is yes, then it is time for a softphone
You can, of course, choose to be completely mobile within the company. But if you have a company with staff who make a lot of calls, such as sales or customer support, a softphone can be an option. The softphone turns your computer into the optimal tool. Using it together with a headset allows you to take calls in rapid succession while also avoiding having to manually dial a telephone number when you call out. The softphone can be linked with the company's PBX and CRM system, so you will be given important information about the caller even before you answer the call.
A free telephone number and a free PBX
With the Telavox service Flow Free, we offer businesses, with around 1-10 employees a free telephone number and switchboard. You can choose from hundreds of telephone numbers for your business and will no longer need to hand out your private number. Using the PBX function, everyone at your company can answer incoming calls and no caller will hear an engaged tone.