Harnessing telecoms technology to improve customer service

Want to go the extra mile to keep your clients happy? Technology is your friend. Make sure you’re using yours to its full potential, with these tips to harness your telecoms technology to improve customer service.

Use intelligence

No, not your brains (although you’ll need them too), but the data you collect about your customer service calls. If you’re using a Hosted Telephony system, you’ll have access to all kinds of statistics on how long you take to answer calls, how long the calls are taking, the location of the caller and lots more. For example, say you don’t have enough customer service agents to handle all the calls you’re getting: this will show up in the number of calls you’re missing when all operators are busy. Take advantage of these analytics to get an insight into how you’re performing, act on any trends you notice and monitor the results, so you can deliver a better level of service to your customers

Let people choose how they contact you

The beauty of today’s telecoms technology is that there’s a mode of communication to suit everyone. Make sure these are all available to your customers. While some people prefer to hear a human voice on the other end of the phone, others would rather interact with a virtual assistant on your website, or send a quick message on social media. Making use of all these different avenues – telephone, chatbots, social media, email and more – will ensure that customers feel comfortable contacting you on their own terms. And if you have a Unified Communications system to bring them all together, you’ll always have a record of your conversation history – no matter which format was used.

Create a diversion

Need to work from home during lockdown? Your customers need never know. By diverting customer service calls to business mobiles, you can ensure a seamless shift to remote working, without inconveniencing your callers.

Get the message

Sometimes calls get missed, so your voicemail system is vital to help you retain customers and offer the highest level of service. Make sure yours is set up so that you can dial in from any location to check messages on the move – that way, you’ll always be able to stay connected and respond promptly to your customers’ needs.

Keep a record

Nobody wants to repeat themselves. If you keep a recording of your customer service calls, that shouldn’t be necessary. Play back the recording if there’s anything you didn’t quite catch on the call, and keep it handy so that others can refer to it when dealing with that account. You can also use call recordings to review performance and help with training – helping all team members to develop great business phone etiquette.

Want to overhaul your phone system? Croft Communications can help. We can set you up with a business phone system to help you get the best out of your employees. Call us on 01920 466 466 or email [email protected] – great customer service guaranteed.