Of all the the things that go into a typical business, customer service has the biggest impact on your business’ reputation – as well as customer retention.
It’s simple: successful businesses often start with success at customer service. This article explains why UCaaS (Unified Communications as a Service) is the best vehicle to take you down this path. There are several ways you’ll improve your customer service with UCaaS:
1. Faster Responses
Nobody likes a slow response. If your customers get delayed responses for too long, they’ll likely move on to a competitor who’ll save them the wait.
Value your customers’ time by responding as quickly as possible. UCaaS makes this easy by offering multiple ways to respond, as well as complete access to each of those avenues from one central place.
2. Shorter Hold Times
Being on hold for an extended period of time can be an extremely frustrating experience. To keep your customers as happy as possible, you’ll definitely want to cut your hold time down – or even eliminate it entirely if you can.
Auto-Attendant is the number-one tool for handling this issue. Often, a lack of staffing forces customers to wait on the line before their call can be redirected.
Auto-Attendant ensures that customers get an immediate response. It replaces a human receptionist by answering calls, playing a customized message, and directing callers to a desired extension.
This eliminates the initial hold time it takes to wait for a receptionist. Once Auto-Attendant routes the call, all that’s left is the time it takes for a person at the caller’s desired branch to pick up. And this can be further reduced via the Answering Rules feature.
Answering Rules + Time Frames
This feature makes it easy to handle incoming calls by imposing certain rules.
For example, the Simultaneous Ring rule makes all the specified phones ring at once for the same call, allowing the first agent available to pick up. This cuts down hold times, since the call will be picked up immediately so long as one person is available.
Other rules, such as Do Not Disturb, allow you to block incoming calls during set hours (such as off-the-clock time or during a daily meeting).
These rules work in conjunction with Time Frames.
Users set a time frame (9am to 5pm, for example,) and assign an answering rule to apply during that time period.
You can set recurring dates, and you can also overlap time frames using a priority list.
Let’s use an example:
Say you work a typical 9-5 job with a weekly meeting every Monday from 10 to 11. Here’s how you’d set up your timeframes and answering rules:
- 9:00 AM – 5:00 PM / Monday – Friday -> Simultaneous Ring
- 5:00 PM – 9:00 AM / Monday – Friday -> Do Not Disturb
- 12:00 AM – 11:59 PM / Saturday -Sunday -> Do Not Disturb
- 10 AM – 11 AM / Mondays -> Do not Disturb
If the 10-11 Do Not Disturb rule is set as top priority, it will override the Simultaneous Ring rule, and from 10-11 all calls will be blocked.
It’s a simple system that makes it super-easy to manage phone calls.
3. Customer Service means a “smooth operator”
Customer service is all about offering a smooth experience to your clients. If it becomes a hassle for clients to get what they need from your business, they’ll move on fast.
Reach the customer wherever they are
Every customer has a unique preference when it comes to forms of contact. While some may be more popular than others – such as text over email – you may be tempted to focus only on the ones that are popular.
Despite this, your best course of action is to support multiple avenues of contact – even if only 30 percent of your customers prefer them. By entering into your customers’ home turf, you build trust and show them that you care enough to meet them where they’re at.
This is where the “Unified” part of UCaaS comes in.
A UCaaS system brings text, email, and phone into one place, allowing you to access everything from a central hub. Depending on your current client’s preferences, you can connect with them using their desired method – without needing to change services or switch devices.
4. Increased Availability
These features are incredibly useful, but they only work if team members are actually available. What if you could be available even when you’re away from your desk?
Mobile Integration with the Skyway West system allows you to use your cell phone in place of your office phone, retaining all the functionality and keeping the same number, meaning your personal info – such as your cell phone number – is safe.
But that’s not all it does! From just your cell phone, you can:
- call over Wi-Fi, as well as LTE, 4G, and 5G
- edit time frames
- manage answering rules
- see the availability of your team members
- text your clients or team members
- record and customize Auto-Attendant greetings
- receive voicemail with transcription for easy reading
Mobile Integration transforms your phone from a simple calling device into a powerhouse of features and functionality.
This allows you to be available for your customers at all times, whether you’re in the office, at a cafe, or stuck at a red light on the road.
The Ultimate Solution for Customer Service
Unified communications allows your business to offer superior customer service without having to spread your resources thin or manage a million tools at once. Deal with everything in one place – no stress or hassle.
If you’d like more information on the solutions we have to offer, contact Skyway West today! If email isn’t your thing, call me (Chris) anytime at (604) 484-5263 — I look forward to hearing from you!