Nowadays it is possible for a customer to get in touch with a company by way of a variety of means including social media platforms. However, in spite of the plethora of options, there is absolutely no doubt in anyone’s mind that talking to a customer services representative at the company is still the most popular option for many. In order to improve the overall customer experience, many companies are going for Cloud PBX that offers such incredible features as a cloud based phone system. Following are some of the features of Cloud PBX that makes it so popular among companies.
1. Voice Quality
One of the most important things to keep in mind when a customer calls the customer services department of the company is the type of voice clarity that he will experience when he calls. If it is of the highest quality then the entire experience would be a better one. The voice quality on most of these phones is that of HD quality and that is something that makes the entire process of a telephonic conversation a pleasant one for both the customer service representative and the customer who calls in. At the end of the day, no company would want their customers to be annoyed at the inferior voice quality of their systems. Most of these phones operate on a G.722 codec and that is the vital feature that makes the voice quality so clear. The speech quality is something that has never been offered before by any other phone system.
2. A Better Welcome to All Callers
When you adapt an auto attendant system that is offered by WebRTC enabled virtual PBX phone systems, it is indeed a one of a kind feature that enhances the overall experience of the customer. It is never a good experience to listen to inane music when one waits in line to get through to an operator, but that becomes a far more tolerable experience when the phone is answered by a virtual secretary who greets the customer in the most professional way possible. For instance, it is possible to edit the settings in a way so that the voice can greet the customer according to the time of the day or implement any other special requests that are necessary.
3. Accurate Call Management
How many times does a customer have to go through the ordeal of landing up in the wrong department when he calls the customer service department of a company? Well, it happens quite often and that is not only annoying for the customer but it also slows down the problem resolving capabilities of the department. In such a situation it is always better for the company to use a cloud-based phone system and adapt the auto attendant system to ensure that all calls are managed properly. The system allows the administrator to set up specific groups so that the calls are diverted to the right department and if for some reason there is a long waiting time then the customer is diverted to the voicemail so that he can leave a message along with his contact number. In this way long queues are minimized and the representatives only answer calls which they are equipped to answer.
4. Opportunity to Analyze the Efficiency of the Operation
It is important to keep in mind that irrespective of the sort of service that is provided by the customer service department, there needs to be a level of efficiency in the operation so that the operation is viable for the business owner. In order to gauge that, the people in charge of managing the operation need to have access to a variety of data in order ascertain the efficiency; those who use Cloud PBX have a distinct advantage on that front. There are advanced tools in the system that show the average call handling times of each and every agent who is on a callas well as the average wait times for every customer. The former helps in pulling up agents who might be taking too long in order to solve an issue and the latter helps in keeping the wait times at a minimum so that customers do not hang up after waiting for too long.
5. The Power of Cloud
Other than the customer service desks, there are certain departments in a company that need to be by their phone at all times, meaning employees should be available to receive calls at any time during the work day. For instance, the sales team of the company should be able to speak to the clients at all times which are when the power of the cloud becomes vital. When the phone system is on the cloud, the extension number of the employee allows him to receive calls not only on his work phone but also on his cell phone. This results in far more superior handling of calls and needless to say results in positive growth of the business.
The cloud based phone system offered by Could PBX is going to revolutionize not only the customer service industry, but it will also provide companies with a suitably efficient system that will be well equipped to handle everything that is thrown at it at any given time.
Featured photo credit: farm 8 via flickr via farm8.staticflickr.com
