Your customer help desk can make or break your company. As one of your business’ front liners, this is where your customers can interact directly with your brand. Hence, you need the right tools to properly accommodate their needs and demands. One tool you need to consider is a Voice over Internet Protocol.
According to PwC, 82% of customers still prefer human to human interactions over chatbots and other automation solutions. With VoIP, you can still retain that human touch in your customer helpdesk while also boosting your flexibility and accessibility to your customers.
Tips to Incorporate Business VoIP Phone Services into Customer Helpdesk
VoIP basically provides you with the functions of a traditional desk phone that you can easily access over the internet. You can also use this technology to manage large amounts of incoming and outgoing calls within your helpdesk.
With that, here are some tips on how you can start incorporating business VoIP phone services into your customer helpdesk.
1. Choose the Right Solution
The widespread use of the internet has made VoIP more accessible and affordable than ever. In fact, there are countless solutions to choose from. Each offers a unique set of tools and features for your business. Hence, you might find yourself struggling with how to choose a VoIP provider that most suits your needs.
Always keep in mind that what works for one might not necessarily work for you. To help you choose the right VoIP solution for your business, you must first identify what your organization needs and how many resources it can spare.
This means answering the questions:
- How many users will you need for your helpdesk?
- How much budget are you willing to set aside for your VoIP solution?
- How many calls do you usually receive in a day?
By answering these questions, you now have an idea of what features and functions you need to prioritize when selecting the right solution for you.
2. Ensure internet connection is fast enough
VoIP relies heavily on your internet connection. So if you think your connection won’t be able to handle it, it is best that you upgrade it first before incorporating VoIP services into your helpdesk. Otherwise, you risk encountering more risks than benefits along the way. This includes deteriorating audio and video call quality, crashes and lags, and disconnections mid-calls.
Investing in the best internet service providers can be costly especially for small businesses. Fortunately, there are VoIP solutions that won’t eat too much of your bandwidth and can run efficiently in smaller and less complex systems.
You can check out the best VoIP service provider for small business and try it out with your current internet connection before fully committing to it. This way, you can determine if your internet connection is fast enough to handle it.
3. Set up customer details
Shifting to an all-new technology means you need to migrate all your data from one system to another. The same is true if you plan to incorporate VoIP into your customer helpdesk. You must make sure to transfer all customer data and details into your new VoIP system. This way, you don’t have to start from scratch all over again. You can simply pick up from where you left off, respond faster to customers, and keep records of past interactions and conversations.
You can also use this feature to create a knowledge database for your customers. This lets them search for frequently asked questions and resolve issues on their own.
4. Customize customer experience
As competition in the market grows tighter, you must make sure that your brand can stand out from the rest. One way to do that is to customize your helpdesk and make sure that it perfectly encapsulates the uniqueness of your brand. This can leave a lasting impression on your customers, making it easier for them to remember your services and products.
With VoIP, you don’t need a media communications degree to provide a memorable customer experience. One great example is TeleCloud. This VoIP gives you the freedom to customize your VoIP according to what you need and want. This includes pricing plans, features, and services.
5. Integrate where you can
To further customize your communications with your customers, you should also consider integrating other solutions into your VoIP. You can connect it with your helpdesk automation software, customer relationship management (CRM) system, or even your marketing automation software.
Through integration, you have access to more tools and functions beyond what your VoIP solution is currently offering. Moreover, it streamlines your overall workflows by seamlessly transferring data from one solution to another. For example, you can use data from your CRM to improve your VoIP helpdesk and efficiently accommodate your customers’ individual needs.
Upgrading to VoIP
There are many benefits to using VoIP for your business. For one, it upgrades your traditional desk phones into a more flexible and efficient system for your helpdesk. Most importantly, it does so while reducing the costs of your operations.
With the advancements in technology, it is high time that you upgrade your helpdesk and fully embraces the advantages of VoIP. You can check out solutions such as TeleCloud to find out more on how VoIP can benefit your business.