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“B2B or business-to-business buyers don’t go to work and forget what they do as humans. There’s a new normal that blurs the line between B2B and B2C. They just want things personalised,” says Brian Solis, principal analyst and author of Altimeter Group.
Well, it’s no secret that buyers today expect solutions curated especially for them.
In fact, 76% of B2B buyers now expect more personalised attention from solution providers than ever before.
And given today’s level of competition, one ought to keep up with fast-evolving customer expectations.
But, the question is, how?
It’s simple—with cloud telephony.
Customisable, convenient and cost-effective—Unified Communications as a Service (UCaaS) solutions help you manage your business communications and capture leads better.
Cloud telephony offers a host of solutions like toll free numbers, Interactive Voice Response (IVR) systems, number masking, voice broadcasting, bulk SMS, etc. These not only enhance customer experiences but also boost business productivity and results.
How Cloud Telephony Boosts B2B Sales Operations
Here’s how you can leverage these cloud telephony solutions to grow your B2B sales and stay relevant in the marketplace.
Enhanced communications
B2B buyers research deeply to learn about your offerings before making an informed decision. In fact, 68% of buyers prefer to interact with sales representatives who listen to their needs and offer them relevant answers.
Cloud telephony’s multi-level IVR helps you precisely with that.
It facilitates communication by offering self-service options to callers, enabling them to reach the desired department and gain clarifications. Further, it automatically routes callers to a relevant agent, depending on their input via the device keypad. There is no manual intervention required in the process.
And, that’s not all.
You can also use the IVR system to address caller FAQs with pre-recorded messages and take a massive load off of your agents when it comes to routine technical questions.
Capture leads at low costs
Automated technology needs no rest. It’s consistent and competent.
So, if your B2B operations involve multiple time zones and geographies, you need not employ extra people for different shifts.
Cloud telephony ensures flawless communication irrespective of your business’s geography, size, or domain.
Solutions like voice broadcasting and bulk SMSes can be used to deliver personalised messages at times best-suited to your stakeholder. You can script every message to perfection and highlight your company’s ethos and dedication towards its core values.
Not only do these dynamic solutions connect you with potential buyers quickly, but they also enable you to capture leads without burning a hole in your pocket.
In fact, many B2B companies are now dropping off traditional marketing mediums and turning to bulk SMSes and voice broadcasting campaigns for better results.
And the best part about these solutions is the instant set-up at no additional costs.
All you have to do is upload your list of targeted B2B leads, record or type a message, schedule and voila—you’re done!
Scalability and customisability
With B2B companies often handling bulk orders and high order value, the ability to scale up or down is vital to delivering seamless experiences.
Cloud telephony helps you do just that.
In fact, scaling or customising cloud solutions to adapt to changing business needs is a hassle-free process. You can also opt for pay-as-you-go plans and spend only on the resources you use in a given amount of time.
Extensive accessibility and mobility
Working from the office? Working from home? Or working from a friend’s place?
No issues. Cloud telephony has you covered.
With a cloud phone system, you can manage your B2B business communications no matter where you are. All you need is a stable Internet connection, and you’re good to go.
What’s more—you’re not just limited to receiving or making calls. You can also set up call forwarding, call recording, access your voicemail, route customers to relevant agents while on the road, in a café, or at home.
More importantly, such accessibility and flexibility allow you to work with people all around the globe and access a large talent pool at reduced operating costs.
Quick disaster recovery
Whether yours is a B2B or B2C company, a vulnerability always exists and disasters can happen anytime. Unfortunately, owing to high infrastructure and maintenance costs, businesses cannot keep extra hardware handy all the time.
However, with cloud telephony solutions, disasters become less cumbersome and volatile.
You need not worry about the loss of business-sensitive data as the cloud automatically backs up and restores the information as and when required. In fact, RapidScale claims that 94% of businesses saw an improvement in security after switching to the cloud.
That’s a substantial figure.
Well, with cloud telephony in place, disasters are no more a point of concern.
A reliable cloud service provider has multiple servers at different locations. All your business data gets backed up constantly to these servers. Should anything happen to one of these servers, your data is safely stored on other servers.
All your provider needs to do is recover your data, and you’re ready to get back up and running. Login from any Internet-enabled smart device and get talking again.
Hence, you can trust cloud solutions, unlike traditional phone systems, wherein there is a considerable risk of system failures.
Bottom Line
Proactive customer support is a competitive edge for any organisation in today’s hyper-competitive business landscape.
And, with B2B customer service representatives dealing with multiple clients in a day, they need to offer instant support to build long-lasting relationships.
In a nutshell, cloud telephony is the way to go.
It can help you capture leads, close deals, boost productivity and most importantly, deliver stellar client experiences without costing you a fortune.
Leading B2B cloud telephony solution providers such as Acefone offer a 99.95% uptime which means you can enjoy business continuity and significantly reduce your chances of missing a call.
