In these challenging economic times, what can businesses do to maximize every customer interaction?
Your phone system might just be your most strategic resource. OK, you’re thinking, “Really, my phone system?”
When was the last time you called your own business to experience your “customer experience”? Are you satisfied with the experience? More often than not, there’s room for improvement.
With the right phone system, not only will your customers have a better experience with your company, it’ll result in higher customer satisfaction rates, leading to more sales and happier, more successful employees. And it may be easier than you think.
Consider, for a moment, an Internet Protocol (IP) service in which:
• Employees get greater mobility, flexibility and control over who reaches them, how and when.
• Customers never get a busy signal and only have to dial one number to reach you (no more calling your office, cell and home numbers only to leave messages on each).
• You get a detailed call history listing missed calls so you can quickly “click-to-dial” and follow up to offer your expertise.
The end result: greater customer satisfaction, increased employee productivity and efficiency, and growth in sales resulting in more profits.
According to Kathy Jowett of Window Design Center in Madison, Wis., “In a sales environment, there’s never been a way to measure the number of sales lost because of a poor communications system.”
In 2007, Window Design Center switched to an IP-based service offered by TDS Telecommunications Corp. called managedIP. Jowett says, “With TDS’ managedIP service, we are confident our communication with customers is consistent and clear. We know every customer’s call rings through. And, we get a call-log detailing every incoming and outgoing call, so we can follow up with those who may not leave us a message. We’re seizing every sales opportunity. TDS has given us the best possible solution to make certain we are handling our customer calls efficiently and effectively.”
According to an Oct. 2007 Yankee Group Study, small- to medium-sized businesses strongly believe that IP telephony will offer a more robust set of features than traditional telephony. In particular, those surveyed believe IP telephony will enable better service delivery to remote workers and improve worker productivity.
A robust IP-based communications system makes employee mobility easy and helps employees be more effective and efficient. The number of easy-to-use features is virutally endless, including: simultaneous ring, click-to-dial, and email notification of voicemail messages to name just a few. Plus, the functions to update and change employee information can be done easily, without IT involvement.
The Yankee Group Study also revealed that 86 percent of medium-sized businesses think that IP telephony will make it easier to deliver services to telecommuters and road warriors. In the same study, 76 percent of the respondents said that IP telephony is or will be strategic to their business.
If your business is looking for ways to maximize every customer interaction, a hosted IP solution may be the answer.
— Tomlinson is an associate manager for public relations at TDS. Call TDS at 1-866-9-TDSBIZ (866-983-7249) for a free demo of its managedIP service.
