Virtual Office Featured Article

How the VoIP Phone Can Help with Customer Retention

July 31, 2013
By Susan J. Campbell - Virtual Office Resource Contributing Editor

What is your customer retention program? Is it based on rewards and incentives? Does it include constant interactions and reinforcements of the brand? Or, does it focus instead on the quality experience when on the phone? If so, does that involve a VoIP phone?

Not many companies think about phone communications as an important part of the customer experience or the customer retention plan. They likely pay attention to the words said, wait times and routing calls, but do they also focus on the features, quality and functionality of the phone system as it relates to the customer experience?

These are important questions in a market where customer expectations are increasing on a seemingly daily basis. It’s no longer enough to provide them the opportunity to connect with the company – that connection has to have options, answers in real-time and enable quick resolution. These elements contribute to an experience where the customer feels valued and appreciated; feelings that are critical for retention.

With a VoIP phone system, the initial point of contact is taken to the next level. How? All necessary information needed from the customer is taken before the phone is even answered, enabling a completely personalized experience. This capability is delivered through application integration that allows the phone system to sync with the company’ customer relationship management (CRM) software.

This kind of integration allows for a completely personalized experience that communicates to the customer that they are not only known, but appreciated. It also communicates that their time is valuable and that the company is willing to take the extra step to streamline the call process and move to resolution quickly.

The quality interaction doesn’t just stop there, however. The VoIP phone can also enable positive interaction over the phone, eliminating complicated phone tries and the black hole of the hold queue. Automated attendants can ensure the caller reaches the right destination and intelligent call routing helps get the caller to an available agent.

Putting this kind of focus on the customer interaction can not only improve the experience for the customer, it can also streamline operations for the business. This helps to cut down on operating costs, while still retaining the customer base. It’s truly the best of both worlds. After all, the customer won’t care about free gifts or loyalty reward programs if they receive an excellent experience each time they interact with a company.

Phone (News - Alert).com is one VoIP phone provider focused on offering the solutions companies need to meet customer service needs. This includes toll free numbers, local numbers, global numbers, extensions and voicemail, IP phones and devices, caller analytics, premium hold music, call recording and so much more.

The ultimate goal for any company is to protect the customers they have while attracting new customers all the time. It starts with a great experience at each touch point. If the VoIP phone isn’t on the list, efforts may fall short.

Edited by Blaise McNamee

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