A Contributed Article by
Mike Simmons, Broadview Networks
Say goodbye to the public switched telephone network -
there's a new kid on the block in terms of business phones.
Cloud-based phone systems are in the midst of their
upcoming. A household - even essential - name to some, and the Great Unknown to
others. But to those who don't like change and therefore don't want to venture
into the ‘unfamiliar' land of cloud phone systems should consider this: cloud
systems are meant to integrate and streamline your calling processes, meaning
your old familiar desk phone and the trusty iPhone in your pocket are now
interchangeable.
What is the Cloud?
To put it simply, the cloud is the
internet. A cloud-based phone system functions by delivering call capabilities
by using your internet connection as opposed to through copper wires. For that
reason, the same way that you can access your e-mail from your work computer,
home computer, or smartphone, you can access cloud-based phone systems through
the internet, too.
By having phone lines based in the cloud, you have the power
to re-route incoming calls to different phone numbers, access voicemail from
out of the office, record calls, and partake in a number of other benefits.
What most people are finding most amazing about cloud-based phone
systems, though, is the fact that their customer service is improving due
to the improved accessibility...all thanks to iPhone and Android apps.
The Power of Apps
Want to make a phone call from your office phone number
while you're on the road? There's an app for that. More and more cloud phone
system providers are developing mobile softphone apps that essentially transform
your iPhone into your desk phone. Even when you're out of the office, you can
take important calls from clients and close business deals - and the person on
the other end is none the wiser. You can access your work phone's voicemail
from an Apple app as well, so even if you're home sick or in another city, you
can make sure you're not missing anything important.
In fact, you don't even need to have a desk phone at all if
you don't want to.
The Benefits
There are so many reasons that the marriage of work phones
and personal phones are revolutionizing business communications. First and
foremost is the fact that your customer satisfaction will skyrocket. Here are a
few recent facts to consider:
-
70% of buying experiences are affected by how
customers feel they are treated by the company. (Source)
-
86% of buyers will pay more for a better
customer experience, but only 1% feel that their needs are currently being met
consistently. (Source)
-
82% of consumers say that whether they see a
customer service experience as positive or negative depends primarily on how
quickly an issue is resolved. (Source)
As you likely know, if your customer service team is too
difficult to reach, then you're not treating your customers the way they want
to be treated. You can't resolve an issue quickly if you're not available.
Being able to take your phone with you when you're out of the office - while
also having a reliable connection - is a great way to improve your availability
and improve your reputation among existing and prospective customers.
Furthermore, when using a cloud-based phone system, you
don't even need to purchase desk phones, which could save you money in the long
run.
And finally, when you or your employees are out of the
office, being able to check voicemail and make follow-up calls from home or on
the road means that work doesn't pile up and the business runs more
efficiently. It's that simple.
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About the Author
Mike Simmons is an
innovative sales and marketing leader for Broadview Networks with expertise launching and supporting
profitable product lines across all channels. Proven B2B experience in domestic
and international markets. Creative thinker with a strong entrepreneurial
spirit and a passion employing technology to solve customers' business
objectives.