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Hosted Telephony System: Providing Better ways to manage Customer Communication

Customer communications is an integral part of any business – be it business-to-business or business-to-customers. If your customer wants to interact with you, they will call. How you respond to that call will have a great impact on the customer about your company.

Hosted PBX | Wavetel Limited
Hosted Telephony System: Providing Better ways to manage Customer Communication
Tooba Altaf author , Wednesday December 23, 2015

Customer communications is an integral part of any business – be it business-to-business or business-to-customers. If your customer wants to interact with you, they will call. How you respond to that call will have a great impact on the customer about your company. Now, whether you are going to make a good impression or not depends entirely on your telephone system.

We think hosted telephony system is super advanced and has the features to fulfill the demands of new age customers. How hosted telephone system is helping in tackling customer communications perfectly.

Interactive Call Attendants

Auto-answers was appreciated by customers a decade ago. Now people find it extremely irritating if they have to bear and hear an unnecessary long message. Hosted PBX allows you to set different filters which can route your customers’ call to the relevant departments.

Proper use of intelligent routing will make sure that your customers talk to the right person every time.

Always answer a call

The traditional telephone system limits you in more than one ways. However, the hosted PBX does the absolute opposite by liberating you completely. Most hosted telephone system providers allow the business to:

  • Route the incoming call to the next available extension or hunt group.
  • Give you the option to receive calls on both - desktop and smartphone.

Special Plan for Holidays

The setup of out of hours call will ensure that your customers get a proper response even on weekends and holidays. The calls can be directed to an extension, voicemails, or external number.

Easy and Fast Access to Voicemails or external numbers

The success of your telephone system is that it receives the least amount of voicemails as your customers’ calls are always met with a human being on the other hand. However, the importance and scope of voicemails cannot be denied.

The hosted PBX allows you to access the voicemails as soon as possible by emailing the voice message as an attachment. This way, the company gets a real shot at getting back to their customers in the earliest possible time.

Holistic view of the whole setup

The hosted telephony system gives you a dashboard where you can view the phone activity of your company. The number of extensions busy or free, the number of customers waiting to get connected to an agent, the number of voicemails received and so on.

The holistic view of your company’s telephone activity gives you a complete picture of your resources. Also, you can weigh your strong and weak areas and invest accordingly.

Verdict

Customer communications are the first introduction of any company’s support service. If you fail at the introduction, chances are, your customers will carry that impression for the rest of their relationship with the company.

That should be enough reason to pick hosted telephony system as it can help in giving the control to your customers whenever they contact you. Also, reducing the average time spent by people in call queues and getting each call to the relevant department plays a huge role in defining your company’s success.

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