Customer happiness plays a critical role in terms of the success of your business.. However, if the customers aren’t happy, you need to start thinking about improving their experience and satisfaction.
The customer support market, which was valued at $70 billion in 2016, is expected to surge at a 6% CAGR till 2024. Simply put, companies are investing more than ever in providing excellent support to their customers.
If you’re planning to deploy a customer support team, the first thing to look for is a robust business phone system. Here are the best business phone system featuresto look out for.
1. IP or VoIP Functionality
VoIP functionality is something to look out for if you’re planning to implement the best business phone system. IF you’re already using a legacy phone system, but it lacks VoIP functionality, it’s time to upgrade.
With the internet becoming the new channel of communication, having an internet-enabled phone system is critical. Besides, VoIP systems can also go a long way in helping you reduce your business phone operations.
2. Auto Attendants
Auto Attendants have become the go-to feature for all contact center and telemarketing companies. Back in the day, a large number of calls made by agents went into no response. Similarly, many customers called customer support to resolve elementary queries, leading to substantial time wastage.
Now, with intelligent auto-attendants, this isn’t a problem anymore. These attendants attend the call and guide the caller through the fundamental steps. If the issue is of the basic level, these attendants can even resolve the query without any human involvement.
Therefore, Auto Attendant is one of the essential business phone system features for every company.
3. Voicemail to Email/Text
More often than not, a no-response call ends at a voicemail. Thus, your call agents and reps would need to listen to dozens of voicemails every day. This is both time-consuming and frustrating.
The voicemail to email/text module helps you resolve this hurdle. When a voicemail arrives at your phone system, the system automatically converts it into text and sends it to the assigned rep in the form of an email.
Since reps check their email often, they can easily track their customers’ status.
4. Call Recording/Accounting
Understanding what your customers need is the key to providing excellent support services. There are nuances and minute details that need to be addressed when it comes to customer support satisfaction.
Thebest business phone systems come with a built-in call recording and accounting feature. It automatically records all the customer calls, which you can refer to later for training and quality purposes.
5. Conference Bridges and Phones
Most customer support and telemarketing teams are working remotely. Therefore, any crucial meetings or conferences need to be organized on call. A business phone system comes with conference bridges that enable you to arrange a virtual conference or meeting anytime and anywhere.
6. Remote Support
If you’re a small business with no IT department, you’ll need some technical support to have your back if you run into some issues. The best phone system providers offer built-in technical support, which resolves all your problems and hurdles.
7. Mobile Twinning
In these times of crisis, call agents have no choice but to work remotely. However, taking the telephone system with them and implementing it at their residence is not a feasible option.
Business telephone systems come with a mobile twinning feature to resolve this hurdle. It allows your mobile device to act as an extension to your telephone system.
8. Custom Music
When you put your customers on hold, you really don’t want to bore them with silence. The best business phone system allows you to set custom music and messages when you put a customer on hold. This way, the customer won’t hang up out of frustration and boredom.
9. Multi-Site Linking
Seamless connectivity is the key to successfully managing a mobilized workforce. A business phone system’s multi-site linking feature enables you to enhance collaboration between your remote teams. The software’s cloud capabilities ensure all your teams get access to all the features, services, and data.
10. Integration with Other Systems
The life of a call center rep can be hectic. They need to continually jiggle between the phone system, spreadsheet, and email. This can be counterproductive and impede the agents from doing what they do the best – talk to the customers.
The latest business phone systems resolve this hurdle. They offer seamless integration with various business solutions like CRM, ERP, email, Office, Google Drive, etc., resulting in improved efficiency.
Wrapping Up
Having an in-house customer support team can play a vital role in enhancing customer experience and satisfaction. But to offer good quality support, you’ll need the right business phone system.
So, if you’re searching for the best business phone system for your business, be sure to look out for the features mentioned above.
