Business Growth Stuck? Prioritize The Importance of Incoming Calls..Read to know more!

The importance of telephone communication in business

The evolving world of technology

In a world where mobility, apps, social and cloud are increasingly becoming the preferred way to do business, many companies are forgetting how important the traditional telephone is when communicating with customers.

The telephone offers a more personal touch, allowing businesses the opportunity to integrate real-time two-way communication with customers.

Technology has become such a vital part of our lives that we find it difficult to envisage life without our smartphones or having information at the touch of a button. We all know how important communicating with customers is to a business and how difficult it would be to operate without a reliable phone system.

It’s the year 2020. It’s a secret to no one that we live in an era where social media and the devices that connect us to them are all the rage. People have become very tech-savvy and internet-reliant. Information can easily be Googled within seconds using smartphones. And who doesn’t have a smartphone these days? The temptation for business owners, therefore, is to invest in social media marketing.

And while it’s not at all unreasonable to consider strengthening the online presence of your brand, there is a business rule of thumb that should never be forgotten. Nothing beats the traditional phone call. There is no substitute for connecting one live human to another. During real live conversations, consumers are able to ask questions, have them answered and develop genuine connections with their callers.

“Conversations help us decide who to do business with.”

“Conversations help us decide who to do business with. Conversations are so important that according to this study by Hubspot 35-50% of sales go to the company that calls back the customer first. Conversations are a tipping point for businesses, and help customers make the decision of who to go with.”

People still want to talk. Emails, text messages and tweets are great ways to deliver information. But they aren’t necessarily the best conversation starters. Quite obviously, conversations are two-way streets. They require participation from both parties. Those other forms of communication may be effective in delivering messages. But they fail to guarantee responses. Customers, it should be noted, much prefer calling the businesses they wish to work with over any other form of communication.

What is an IVR System?

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. An IVR system consists of telephony equipment, software applications, a database and a supporting infrastructure.

An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling. Using computer telephony integration (CTI), IVR applications can hand off a call to a human being who can view data related to the caller at a display.

IVR Flow Chart

Features: 

•  Daily recording and detailed report of all calls(duration, time, date, content of call, caller and receiver information)
• Get SMS and email alerts on all missed calls
• Voice mail/message service
• Get email alerts for messages left on voice mail
• Call recording/ live call barge-in/ call monitoring - The system records only official calls which gets routed through an official landline or mobile number
• Send thank-you and feedback message to your customers after receiving their call
• Automatic call sorting and forwarding based on the skills of your sales team members to maximize sales
• Automatic and Equal Call Distribution
• Data gets stored at your server hence maintains privacy
• Detailed call reports in excel format for easy automation
• Database maintenance and generation
• Customized IVR services
• A web based unique user name and password
• 24 hour service any time anywhere
• User-friendly browser interface with multi-login facility
• Monitor Agent Call Status in Real-timeg
• Supports digital lines to handle higher call volumes
• Secure and reliable with powerful data backup/export

Benefits

• Increases revenue & customer satisfaction levels
• Captures untapped leads and its details
• Increases & enhances customer database in a systematic way
• Helps achieve service-level objectives
• Workforce management for optimal utility
• Multiple call handling through different channels
• Streamlines call handling process
• Reliable & scalable incoming call center system
• Supports small & large business centers
• Automate inbound call handling
• Increases productivity
• Provides customer support 24x7  

People remember a voice and they remember the way that person helped them. They may want to speak to that person again next time they have an issue, and they may be so pleased with the personal touch they were given, they’ll provide positive feedback to your business, or even better recommend you to someone else. In a world where competition is fierce, it’s the relationships you have with your customers that provides the competitive edge and creates loyalty.

Keeping ahead of your competitors means providing a better customer experience. Having the right tools in place can your business that extra edge.

Hope this article will help you to come up with business growth. 

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