Remote Working and Cloud Phone Systems
As a response to the coronavirus pandemic and the following lockdown, more people than ever have been working from home. Due to this movement, many people believe remote working practices will continue long after the restrictions have been lifted. Mass remote working has come with many different benefits for both employers and employees, including a reduction in commuting time and office rent. Nevertheless, the new working culture has posed challenges regarding the conflict between traditional and modern office communication styles.
Employers must be assured that their workforce has the right technology in place to facilitate effective communication and keep both clients and staff happy while working remotely. Cloud phone systems have formed a great solution for this as they are extremely flexible and adaptable – helping businesses maintain their credibility and collaboration.
Below we are going to discuss what cloud phone systems are, how they are able to aid remote working and how they can boost customer satisfaction.
What Are Cloud Phone Systems?
Cloud Phone Systems, or otherwise known as VoIP, IP telephony, hosted phone systems and phone services over the internet, allow you to make and receive calls over the internet (or via the cloud) rather than through traditional phone lines. Cloud-based phones turn audio data into digital data which can be transmitted via the internet. This way, calls can be made using different devices that can access the internet, such as computers, specialised IP phones, as well as smartphones.
Overall, these systems are famous for providing greater flexibility and reduced costs when compared to traditional phone lines. Most importantly, however, cloud phone systems enable businesses to improve the way they communicate with customers, enhancing the overall customer experience.
Given the importance of effective communication and customer satisfaction, we’ve listed the different ways Astec IT believes cloud phone systems will help your business boost customer satisfaction.
Ways Cloud Phone Systems Can Improve Customer Satisfaction
1. Remote Working Capabilities
The cloud solution ensures that communication can remain constant without tying you down to a specific location. This means that incorporating VoIP enables your employees to operate their phone system from anywhere at any time, as long as they have a stable internet connection. Therefore, cloud phones are an excellent tool for maintaining functionality when working remotely, meaning your customers will never miss out due to poor communication.
2. Maintains Credibility
Cloud-based phone systems allow employees to keep in touch with customers, clients, and prospects using the office phone number even if they are currently not in the office. Therefore, if a customer receives a call from you, it will display the office phone number. This will ensure the professional and credible relationship that your business has with its customers and partners is maintained.
3. More Cost-Effective
These telecommunication systems are significantly cheaper than traditional phone systems, due to the lack of up-front costs for expensive hardware, as well as the lack of needed installation or maintenance. Instead, your business will only be charged for call minutes and cost per user on an affordable monthly basis. Therefore, you can save money on expensive traditional phone systems and instead invest in improving products, services, and the overall customer experience.
4. Gives You Access to Valuable Data
Cloud phone systems can be connected to statistics software, providing you with access to an abundance of valuable data, such as number of calls per day, time spent on the phone, time taken to pick up the phone, etc. This data can be recorded, analysed, and used to establish KPIs and improve processes – leading to an improved customer experience.
5. Scalable and Adaptable
Cloud phone systems are easily scalable and can be adapted to the size and needs of your business. For example, you can always add phone lines and extensions, without having to worry about expensive and time-consuming hardware and installations. This means that there won’t be any disruptions when your business grows in the future.
Cloud-based phone systems will fit around the schedule of your business, customers, and employees. You can easily add as many phone systems as necessary and direct certain numbers to certain locations in order to improve efficiency. For example, if you urgently need to leave the office but you are currently on an important call with a client, you can simply transfer the call to your mobile phone without having to hang up in between. This prevents disruption and minimises stress for customers, making communication a lot simpler and more reliable.
7. Helps Up-Skill Your Staff
Cloud-based phone systems allow you to record calls. These call recordings could be used for internal training purposes and employee development. Managers can analyse how well an employee has coped with a situation over the phone and make suggestions for improvements. Consequently, employees will be better trained and equipped to deliver the best possible service to the customers.
8. Varied Additional Features
Cloud-based phone systems able a variety of additional features that can help improve productivity, employee experience, as well as customer satisfaction – including conference calling, call forwarding, automatic redial, caller ID, hunt group (a group of people set up to take incoming calls), email voice-messages and more. This provides the business with the opportunity to connect with customers in more varied, personal, and advanced ways, such as screen sharing and video calling.
If you are interested in finding out more about cloud services and phone systems make sure you reach out to us here. If you are interested in a free IT consultation, make sure to fill out our IT Workplace Assessment.