Why Should Your Customer Service Department Be Using VoIP?

 If you ask to answer in one sentence, then it is because VoIP enhances customer experience at a lower cost. Now, let’s explore in detail why your customer service department must use VoIP platforms or services offered by reliable VoIP providers. 

1. No customer request is missed

Customers like companies that listen to them and walk extra miles to deliver the expected service. Different VoIP solutions like multi-tenant IP PBX solution, class 5 Softswitch software, etc. offer value-added features to let customers connect with customer care executives and receive required assistance. 

For example, the ring group feature helps businesses to ensure that one of the customer care executives attends the customer call and delivers the expected resolution.

2. Customer communication can be enhanced 

All VoIP solutions offer way more communication and collaboration features than traditional systems. This helps in delivering better services. For example, smart IVR solutions auto attend customers and greet them. Moreover, it keeps clients engaged until a customer care executive gets available to attend the call.

3. Reduce expenses without hampering customer care activities

A majority of VoIP solutions offered by leading business VoIP providers offer automation. This reduces the number of resources required in handling customer queries. Moreover, all VoIP solutions, whether it is a class 4 Softswitch software, WHMCS VoIP billing platform, VoIP billing solution, etc. are software solutions. They can also be installed on cloud space. Thus, it doesn’t require physical space for setup or hardware-based infrastructure. This reduces expenses significantly. 

4. Let customers self serve themselves

Many VoIP solutions provide features that let customers self serve themselves. For example, a VoIP PBX system has an integrated IVR feature, which lets customers self serve. The Asterisk and FreeSWITCH billing platforms help customers take autonomous actions.

5. Provide premium services to premium clients

Premium customers can have a dedicated customer care executive and they can directly call that executive without staying in the call queue. This is made possible using VoIP solutions like VoIP DDI numbers, extension support in IP PBX solution, etc.

6. Improve customer care campaigns

The VoIP solutions not only offer features to enhance customer care campaigns but also help in monitoring the performance of different customer care campaigns. From reports to live statistics, different VoIP solutions offer different features and functionalities. Monitoring data can help customer service departments to take the required actions to enhance customer experience. 

Concluding notes

In summary, whether you get a VoIP platform like a VoIP PBX system or use a business VoIP service from retail or wholesale VoIP providers, your customer service department can benefit. 

Communication conducted via any of the VoIP software is cheaper yet better compared to traditional systems for customer care. This helps in enhancing customer services without increasing expenses. These platforms provide reliable tools to communicate internally and provide premium services to clients. Thus, customer service departments must use one or more VoIP solutions.

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