3 Tips for Improving Customer Service Through Voice Communications

By maximizing your customer service potential through improved voice communications, you can answer customer questions promptly and assure you are always easy to reach.

Any small business owner should do everything they can to please their customers and foster stronger relationships through prompt and excellent customer service. One way to begin achieving this goal is to upgrade your voice communications. By maximizing your customer service potential through improved voice communications, you can answer customer questions promptly and assure you are always easy to reach.

Respond Quickly

Even with the best voice communications technology available, none of it matters if you can’t respond to customer inquiries. NewVoice finds that most people believe a phone call can elicit the quickest response. So how can you ensure a prompt answer when your customers call? Consider relying on a virtual PBX phone system. No matter where you are – on a business trip or just out of the office for the day – you can pick up the call via smartphone client, softphone, or by using features like Find-Me-Follow-Me call routing.

Maintain Professionalism

Don’t allow your customers to remain on hold for too long. Although a reasonable amount of time on hold is appropriate while you look up information to help answer their questions, or you reach out to a colleague or superior for assistance, the key is to remain as polite and professional as possible. Automatic Call Distribution (ACD) call routing and virtual phone numbers might be additional solutions to consider.

Resolve Customer Problems

According to the Harvard Business Review, 62% of customers find they have to get in touch with a particular small business to fix a problem. Meanwhile, RightNow reports that 86% of potential customers will be glad to pay more – up to 25% more, in fact – if they are pleased by the customer service that they received. But how can you achieve this goal? Make use of the following solutions:

Call Forwarding or Smartphone Clients: When a call comes in, you might be away from your desk. However, if call forwarding is implemented, or your phone system offers a smartphone extension client, you’ll never miss a call. A call forwarding program will attempt to reach you through another listed phone number – via your cell phone, perhaps. A smartphone client will allow you to hide your personal cell phone with dialing out, only displaying your office number.  You can also set your ringing to sequential or simultaneous‐meaning incoming calls can ring your desk phone extension first and then your smartphone or can ring both desk phone and smartphone at the same time, ensuring you’ll never miss an important call!

Voicemail Transcription: Voicemail transcription can create a written record of the phone calls you receive from customers or clients. These programs will also typically include functions where you can access the transcripts through email or text messaging (SMS). With voicemail transcription, you can reduce missed calls, become more efficient by scanning messages, while responding more quickly, accurately, and confidently.

Voice Communication Solutions from ACC Telecom

ACC Telecom provides voice communication and cloud-based solutions tailored to the needs of your business. We have over 38 years of experience in the telecommunications industry and pride ourselves on offering customers top-notch service and affordable prices. To get a quote or learn more about how we can help your business grow, give us a call at 410-995-0101. For more interesting articles and tips, follow us on social media on Facebook, Twitter, LinkedIn, YouTube, and Google+.


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