So, how can smart, well-adapted telephony make you collaborate better and more effectively and lead to a better customer experience? By reviewing the following parts, it’s pretty simple to achieve!
1. Be available in the channels your customers are active on
Getting in touch with a company today should be an easy thing – and customers expect to do so in a variety of ways, such as telephone, email, and chat. Today’s increased demands for availability also mean that customers should be able to contact you whenever they want to. One way to create a seamless way for customers to contact you, regardless of what platform they’re actively using, is through omnichannel. Read more about omnichannel and how a contact center strengthens customer experience in our guide.
If your company has a central number, it should be clear when people can reach you there. Many companies only refer to an email address today but to create better customer service; you have to adapt to the customer! Therefore, it’s always wise to get a main number (or keep your current one) where everyone can call, regardless of the matter. Lots of people find it easier to talk to a person directly, and by closing that option, you can lose both potential customers and existing ones.
2. Meet the increased demands for availability with IVR
A big step towards a better customer experience is to have an interactive voice response (IVR) implemented in your telephony solution. That could either be a recorded voice presenting your opening hours or what options the person has and actions they can take, depending on the nature of the call.
An IVR can also be useful for the employees to set different personal messages; if they are sick, on vacation, in a meeting, or just left for the day. Customers will be more satisfied if they get the direct information that a person leaves at 4 pm. That will make them try again earlier in the day instead of continuing to call after hours and thus never get in touch with the employee in question.
3. Integrate the PBX with your CRM and get happier customers
To achieve the best possible customer experience, your CRM should be integrated with your telephony. Why? Well, it will make your support more effective and profitable – it’ll also bring even happier customers!
When a customer calls, the support staff will get the person’s contact information straight onto their screens – providing the details needed to help. Not only can they see a customer ID, personal number, and such, but they also find their previous purchases and if there are any other registered inquiries.
4. Invest in the correct number of PBX services
When calling a company, no one likes to wait in line or get transferred between many different phone menus. You want to get in touch with the right person straight away! However, most people are okay with waiting in line for a minute or two, given that they get the help needed when they’re connected. Most people also feel better about waiting in line (and getting notified of their queue position) rather than calling again and again just because the phone line is busy.
Pro tip: Look into how busy your current company’s PBX is. If customers need to wait in line for several minutes or more, you might consider scaling up your PBX services.