Improving Your Customer Service With Hosted Voip

VoIP for business can significantly increase your customers' appreciation for and satisfaction with your customer service departments

. You can implement many features to decrease wait time, ensure that your customer is routed to the correct person to help them, and decrease the frustration associated with long hold times or being bounced from representative to representative. Important calls can be identified and given priority, and customers in need of specialized assistance can hear a real human voice much sooner.

Customers who call your business are by now conditioned to the sound of an automated greeting. They are prepared to work their way through a menu of options; the key is to make each set of options fairly short, and narrow down their reason for calling as quickly as possible.

A dial by name directory can really help you when dealing with customers who have an ongoing issue necessitating several calls. If they are expected to call back, giving the name and extension of someone qualified to handle the issue can keep them from becoming frustrated with working their way through a series of menus each time they call. This can help problems to be solved quickly, and make an unhappy customer relax and let go of their anger, since they are being afforded special access to have their problem dealt with in a fast, efficient and personal manner.

Your attendant menu can also offer options to route calls quickly into queues in the customer service department, the sales sector, or even to the receptionist for manual transfer it none of the menu options match the customer's reason for calling. The call can then be routed directly to a representative equipped to address the issue.

Once the call is correctly routed, there are two options. The first option consists of the call entering a queue for answering while appropriate hold music or a message is played. If a call is on hold for an extended period of time, an additional message should be inserted at intervals thanking the customer for their patience and letting them know they are still in queue. The customer may also be given the option of leaving a call back number and hanging up without losing their place in the queue.

The second option ensures a quicker response to priority calls by implementing groups. These are simply sets of users on the phone network, which can be categorized as groups (customer service, sales, etc). When a call is routed to such a department, either all the phones can ring at once or they can ring in a predetermined pattern until answered. This is a good option for calls that are high priority and need to be answered personally as soon as possible rather then being shunted to voicemail.

Any or all of these options can be implemented with VoIP business phone service to increase customer satisfaction and reduce frustrations. A top notch reputation for customer service will boost your company's worth, and your customers will appreciate your effort to make their experience with you as effortless as possible.

by: Andrew Wiggin

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