How VoIP Affects Customer Service

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VoIPCompanies must strive to enhance the consumer experience at every turn. Meeting client needs in a timely and professional manner helps generate lasting buzz about a business’s brand and can lead to word-of-mouth marketing, which is vital in increasing visibility.

With optimal customer service, companies are able to improve reputability and increase recurring business across the board. For any new or existing business to survive, however, it must tap into current technological trends. This includes Voice over IP (VoIP), which is designed to streamline and centralize communications across the board.

​The Benefits of VoIP

VoIP alleviates the need for outdated and costly business phone systems. And no matter the industry, niche, or sector, the benefits of VoIP are truly bountiful for clients and employees alike. These benefits include:

  • Internet telephony systems that seamlessly integrate with existing hardware and software applications;
  • advanced features such as Find Me/Follow Me and call forwarding that ensure businesses never miss a call;
  • integrated and cohesive platforms for agents, which establish true comprehensive communication protocols across the board;
  • data sharing and uploads from one central online platform; and
  • integration with work and cell phones.

Extended Customer Support Hours

Since VoIP systems are Internet-based, businesses do not have to rely on in-house or domestic workforces to meet company directives and initiatives. Remote employees are able to meet customer needs and requests from literally any location at any time. VoIP also facilitates customer service in the following ways:

  • Interactive Voice Response (IVR) enables callers to easily connect to extensions with live representative assistance.
  • VoIP features multiple options for clients within a user-friendly interface.
  • The system reduces miscommunication for callers, while eliminating expensive labor and overhead costs.

Increased Phone Call Speeds

VoIP also increases phone call speeds, which are vital in minimizing holding times for clients. With VoIP, clients and callers are assured:

  • optimal phone speeds to improve overall communications and performance;
  • automatically retrieved client information upon calling, which reduces wait times and eliminates the need to repeat information for representatives; and
  • multi-faceted platforms that allow more than one representative to answer calls.

VoIP is a cost-effective alternative to traditional business phone systems and makes it easier to conduct day-to-day errands and tasks. Unlike traditional phone systems, VoIP has little to no overhead costs and is compatible with existing communications protocols and systems. It is more efficient to deploy than conventional systems, which have long been obsolete in this challenging and competitive marketplace. For businesses that continue to struggle with telecom issues, VoIP is an effective solution.

BYOD and Enterprise Mobility Strategies

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BYODEnterprise mobility is designed to secure optimal efficiency and productivity. No truer is this than when it comes to bring your own device (BYOD), which allows employees to tap into current technological trends.

Uniformity and consistency in communications is crucial for any business, and clients expect responsive service at every turn. This means all employees need ready access to business resources and protocols. Whether in-house, remote, or on the go, employees must be able to use preferred mobile devices to meet business directives and goals.

Before deciding on BYOD environments, managed platforms, or hybrid approaches, companies should take a close look at their existing application architecture and business requirements. This allows businesses to take a proactive approach when it comes to enterprise mobility strategies and solutions.

​Successful BYOD Implementation

The following steps are critical when formulating BYOD plans:

  • Determine concise priorities for timely and effective client engagement.
  • Create a unified, streamlined, and centralized mobile platform that helps both employees and clients.
  • Administer and implement the most cost-effective solutions for business networks, apps, devices, and data.
  • Look for ways to save money while increasing access and availability for employee and client communications.

Before implementing new mobile strategies, however, enterprises have to analyze their existing situations. They must also taken into account which BYOD plans will best serve the needs of workers and clients.

Platform Decision Making

Standardized platforms are easier to implement and manage in terms of BYOD restrictions and access, especially when organizations rely heavily on line-of-business apps or have strict security guidelines. However, employees tend to be very attached to their favorite digital, remote, and wireless devices. As a result, they may not be too willing to adopt new devices. Companies must determine which units can be subsidized and integrated to secure comprehensive and cohesive platforms.

Another option is to establish a platform that discovers and identifies devices automatically. This is known as mobile device management (MDM), and is designed to help companies manage their BYOD, standard, or hybrid environments. Working with a good mobility partner can eliminate the obstacles that hinder overall performance and productivity. MDM can also secure the best solutions for businesses that want to offer BYOD but are unsure of restrictions and accessibility.

Managing Applications and Data

It is vital to determine which applications employees are using — and what they’re using them for. If applications are not being used for business purposes, a business has the option to implement strong security measures. This prevents employees from conducting personal errands during business hours, and keeps them on track with company goals and requirements.

New devices, apps, and programs and developed every day, and employees must be able to adopt these burgeoning technologies in an efficient and controlled manner. To foster greater growth and mobility, business must first consider whether or not to enable BYOD, then determine how to manage and enforce the policy once implemented.