Selecting the right business phone system is non-negotiable if you want to gain the upper hand in customer service. But with so many options available, each claiming to be the best, how do you cut through the noise and make the wisest choice for your company?
Look for the following three signs.
3 Signs You're Picking a CX-Boosting Business Phone System
Your Team Is More Accessible to Customers
According to PWC, about 80 percent of consumers in the US believe that speed and convenience are two of the biggest pillars of a positive customer experience; the right business phone system can help with both.
Multi-channel communication capabilities: Today's customers reach out through various channels - phone calls, emails, texts, and more. Cloud9's business phone system lets you manage all these channels in one place, so no message goes unnoticed. Now, you can respond to customers' emails as quickly as their calls, leading to faster resolution.
Seamless call escalation via presence and other features: Sometimes, an issue needs to be escalated to the right person. A modern phone system lets you see who's available and bring that employee into the conversation/conference call in just a few clicks. No need to put the customer on hold!
Automatic call forwarding after hours, so no calls get missed: Customer issues don't clock out at five. With an intelligent phone system, calls can be automatically forwarded to an available team member or a dedicated after-hours support line. This ensures that your customers are heard and helped around the clock.
Streamlined Call Management
Approximately 90 percent of customers want an "immediate" (ten minutes or less) response when they have a customer service question. And if they don't reach an agent within that window? At best, they'll hang up and try again later. At worst, they'll find another provider. But don't worry. Your phone system can help you avoid those pitfalls.
Efficient call routing for quick issue resolution: No one likes to be bounced from one agent to another, explaining their issue repeatedly. An excellent phone system uses intelligent call routing based on the customer's needs. This means the call lands in the lap of the agent who is best equipped to handle that specific query, increasing the chances of a swift resolution.
DIY Call queues that reduce wait time: Long wait times can turn even the most patient customers into frustrated ones. Cloud9 allows you to build your own call queues based on customer preferences. And with callback options, customers can hold their place in line without waiting on hold, giving them some control over their wait experience. You might be surprised at the big difference this small touch can make.
Personalized Customer Interactions
According to a McKinsey study, when customers receive a personalized shopping experience, it doesn't just boost sales, but it can also slash marketing and sales costs by as much as 20 percent. Here are a few ways your business phone system can help you do it:
Provide customizable greetings and messages: Your customers' experience begins the moment they call. With Cloud9, you can customize greetings and messages to reflect your brand's personality. This personal touch sets the tone for a positive interaction.
Give you access to call history for personalized service: Imagine your customer doesn't have to repeat their story every time they call. Cloud9's business phone system stores call history, giving your team the context to provide personalized and informed assistance. This saves time and shows your customers that you value their time and loyalty.
Get the Business Phone System That Sets You Apart from the Start!
In the race to stand out from the crowd, a superior business phone system is your secret CX weapon. If you're ready to wield it and wield it well, Cloud9VoIP can help! We offer the perfect hosted phone services to take your customer service to the next level. Contact us today to discuss what solution will best fit your business.