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VoIP Switch - How VoIP Can Improve the Customer Experience

June 12, 2013


What does it mean to deliver quality customer service? Does it simply mean you need to deliver on the expectations of the company service guidelines, or should you instead deliver according to the company’s expectations? The company that listens to the voice of the customer already has this process figured into the guidelines. For others, VoIP can help.

While it may seem like a strange shift to talk technology when discussing customer experience, think in terms of the common frustrating phone call made to a company’s call center. The antiquated phone system failed so many times during the interaction that nothing productive came as a result. A simple technological upgrade could have changed the experience, protected the brand and created a loyal customer.

Making the switch to VoIP removes the lag of old systems, automating a host of processes and improving screen use, routing and even transitions to appropriate individuals. Switching to VoIP can also enable a more personal approach to the customer interaction. The point is to ensure that the customer isn’t left waiting on the phone, and is instead receiving expedient service resulting in a quick resolution.

Implementing VoIP ensures that the company can answer a call live and deliver one-call support. It allows the caller to reach the exact person they need through quick and cost effective call routing. This helps the larger enterprise maximize efficiency and enhance the overall customer experience. Plus, the customization of the VoIP platform ensures the organization can make changes along the way when customers demonstrate a preference for one method of communication over another.

For instance, a VoIP switch can enable a company to implement 24/7 service, leveraging agents around the world working remotely from home. The system can also enable low-cost callbacks and automatic call transfers if a caller doesn’t immediately reach the intended party. A local number can be added for the organization operating in multiple cities, and home-based workers are easily supported. The phone system can also be configured to continue to forward calls until a call is answered, ensuring customers can always reach a live person.

VoIP also enables next generation capabilities, such as instant messaging, video conferencing, mobile VoIP and application integration. It allows customers to select their preferred channel for interaction, while still delivering the capabilities the organization needs to drive the desired results.

The benefits associated with migration to VoIP are not limited to improved communications options; VoIP helps companies focus on creating the optimal experience for each customer each and every time.

Edited by Blaise McNamee

VoIP Switch - VoIP Comes of Age in the Enterprise

Traditional phone lines might have their place in a highly connected society, but the truth of the matter is, to stay afloat in a competitive business landscape, one needs a bit more than a plain old telephone system (POTS).

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