Here’s Why Outbound Contact Centre Solutions Are Exactly What Your Business Needs

Yukti Verma

Author

Contact Center

November 13, 2020

5 mins read eye

Table of content

They say: “Don’t fix it if it ain’t broke.”

Taking a reactive approach, when it comes to customer service, is one of the biggest mistakes that companies make. Companies have, for long, lived with the notion that customer service is essentially the process of responding or reacting to a customer’s requests. However, this couldn’t be farther from the truth.

Customer demands need to be discovered by the brand itself. Not being proactive results in missed opportunities, consequently leading to economic losses, as well.

Companies, however, are slowly coming to realise the importance of farsightedness in managing customer demands. And modern outbound contact center solutions are helping them make this switch in their approach.

VoIP and business communication-oriented contact center solutions, in fact, can play a major role in driving customer acquisition as well and not just servicing requests instead.

But what exactly are outbound contact center solutions and what role do they play in effective customer service and business communication?

These are, basically, organisational operations which involve making outgoing calls to customers, both existing and prospective ones. These are unlike inbound business communication, wherein consumers call up a business to place a service request.

Including outgoing calls in their business communications toolkit on an ongoing basis helps organisations tremendously. It helps them scout for additional talent, conduct periodic surveys and research, proactively notify consumers about new launches, and much more.

“The days of waiting for a customer to put in the efforts and express their desires and needs are passé. Being proactive is near indispensable in this regard for an organisation, no matter the brand or the sector it operates in.”

Following are five important themes and ideas for organisations seeking implementation of their outbound call center to be cognisant of. These ideas help with business communication and ensure viable customer service more broadly –

1. Seek the unknown yet important:

Hands down, one of the biggest advantages of a well-implemented outbound contact center solution is that it allows businesses and brands to actively seek feedback and input from their customers.

It helps organisations stay in touch with the real concerns of their consumers and starts showing up in their decision making as well, with lowered losses. Proactively reaching out to consumers helps businesses avoid this fate and at the same time, it helps them gain rather valuable insights as well.

2. Accounting for overreach:

There are two important things an organisation needs to keep in mind before it embraces such a business communication solution. Firstly, there are increasingly strict telecom rules about a Do Not Disturb (DND) registry in most countries. Businesses must make sure to not breach those laws as they may be.

Secondly, it’s equally vital that you are respectful of the fact that such customer service methods don’t breach the lines of spamming a customer. Always remember the difference between being there for someone and piling onto them.

3. Advanced tools at your disposal:

These days most organisations are increasingly turning to advanced cloud-based technologies like VoIP and modern outbound contact center solutions.

Not only do they make it cost-efficient to run such an operation but they allow for the executives to be more productive as well by empowering them with call analysis, call routing, call scheduling, automated responses, and other attractive features.

4. Supercharge your business:

Outbound contact center solutions not only help an organisation manage and gather consumer data better, but they also make other verticals of a business vastly efficient. They use AI and real-time analysis to predict the most efficient means of matching an agent with the customer once they’ve responded.

For example, one such software known as diallers can help eliminate costs and enhance productivity by automating a large segment of the work. The possibilities here are essentially limitless.

5. Be data smart:

An important aspect which organisations tend to underplay is that outbound communication, especially when done at a scale, can generate heaps of data. If this data is captured, stored, and processed well, it can become an excellent source of valuable insights into consumer behaviour and customer needs.

Add to it the fact that such communication is proactive, this set of data and insights is likely to be far more valuable and actionable than ordinary, generic data gathering exercises.

There’s an aspect to outbound business communication that organisations need to carefully account for before they adopt it at scale.

Firstly, methods like robocalls, spam calls, etc. have given this practice a rather bad reputation. There are some customers who completely refuse to engage with such outbound solutions and this can create some roadblocks. This makes it all the more important to avoid spamming consumers, respect their time, use advanced tools to appropriately schedule and structure such calls.

A final aspect of such a solution is that it can be integrated with the organisation’s existing customer service tools. As mentioned earlier, the data generated can be integrated with the company’s existing Customer Relation Management (CRM) solution.

Similarly, smart analysis tools, such as outbound contact center solutions, allow for pre-scheduled call logs, predictive calling, and so much more. All of this can come together to elevate the organisation’s customer service and business communication standards quite significantly, at a relatively insignificant cost.

Think your business could do with such a proactive customer service solution? Be ready to move on from archaic, legacy setups and embrace advanced VoIP, cloud-based outbound contact center solutions. It is the only smart and sustainable thing to do!

You can learn a lot more about contact center solutions and the benefits it can add to your business simply by having a conversation with an expert at 1888-859-0450. So what are you waiting for? Enhance your business communication today.

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

How Managers Can Measure The Inbound Contact Centre Quality?

Acefone Editor

Author

Contact Center

November 12, 2020

4 mins read eye

Table of content

Cloud contact centers have become the talk of the business world lately. Not surprising, as they play a crucial role in the rise and fall of businesses. Similarly, customer care executives are crucial for organisations as they alone are responsible for creating a delightful experience for your consumers.

As a call center manager, you have the bigger responsibility—to supervise teams of contact center representatives. This includes closely monitoring their way of handling customers and proactively identifying glitches in workflows. You should also find workarounds for potential bottlenecks.

This systematic approach enables you to adhere to compliance and quality standards, and improve customer experiences, thereby positively impacting their overall performance.

So how can managers gauge the performance and quality of inbound contact center? Here’s the answer:

1. Aggressively monitor calls

Managers should meticulously monitor calls to derive useful insights from the data obtained. While it is not possible to analyse each call, you should ensure random sampling of calls with great care.

However, random selection might lack accuracy. Therefore, it is advisable to strategically select calls for monitoring and training purposes.

There are three types of calls that you should consider monitoring. Firstly, calls based on the criticality and nature of customer queries. Secondly, calls attended by new joiners as they’re more prone to committing errors. And lastly, calls involving important clients or frustrated customers as the slightest error there might damage your brand reputation.

A simple way is to have a speech-analytics system in place that records and measures the quality of your inbound calls in real-time.

This approach will feed you enough data to draw valuable insights from customer-agent interactions, thereby helping you improve the quality of your contact center.

2. Track the complete caller experience

Call center managers should ensure a holistic analysis of agent-customer interaction.

Few parameters that can assist you to measure quality are given below.

a. Friendly call initiation

According to this report, 63% of customers are willing to share personal information with companies that offer great experiences.

It is important for agents to strike the right chord with customers during the first few seconds of the call. They should make the customer feel comfortable by asking the right questions to get maximum information. Their tone should deliver assurance of a definite resolution.

b. Bridge the communication gap

Agents should empathise with the customer and sound polite. Additionally, they should be aware of the customer’s history and basic information like name or email address to personalise the conversation.

Again, make sure you don’t make them repeat any information as this agitates the customer. Take ownership of the call and make an effort to provide a resolution; if not, transfer the call to a supervisor with the required information to save time.

c. Focus on the closing

Closing the call efficiently is as important as opening the call in a pleasant manner. The customer should leave the call feeling satisfied and heard. Even if the agent isn’t able to provide a suitable solution, they should assure the customer about the early resolution to show consideration.

3. Emphasis on call center metrics with a purpose

Contact Centers function based on several call center key performance indicators (KPIs) like average handling time, rate of customer satisfaction, and rate of first call resolution to name a few. However, managers should not overemphasise these parameters and keep a flexible approach.

Take, for example, average call handling time which indicates how fast a call has been concluded. An agent may end a call abruptly without even paying attention to the customer’s issue. This impacts call quality and thus, customer satisfaction.

Therefore, your focus should be on offering the best-suited solution at the earliest rather than simply reducing the call duration. In genuine cases, wherein the customer query needs thorough analysis, an increase in the average call handling time should be acceptable.

4. Include agents in the evaluation process

Agents must be included in the evaluation process and provided with an in-depth idea about various metrics on which the evaluation is based. These include average handling time, call transfer rate, first call resolution, or rate of customer satisfaction. The evaluation should also include their feedback.

Motivate your agents to share their problems, feedback about processes, or any constraints while delivering customer service.

5. Motivate agent self-assessment

Though evaluation by a supervisor has its benefits, self-assessment comes with its share of advantages.

Give agents time to evaluate their own calls. Let them analyse the pros and cons of their calls in a systematic manner. This should be a regular practice to help agents learn from their own mistakes, improve communication, and deliver better customer experiences.

Parting words

Ensuring the quality of processes in an inbound contact center is a feat. While this doesn’t happen overnight, a systematic and strategic approach will pay off with exemplary results.

Ensure that your agents remain involved and motivated, eliminate any communication gaps, and monitor calls–these are just some basic practices that’ll take your inbound call center’s best voip call quality to the next level.

If you're interested in improving your business communication solution

Give us a call on

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Acefone Editor

Author

Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

How SMS APIs Help Startups Enhance Their Customer Experience?

Yukti Verma

Author

Operations

November 11, 2020

5 mins read eye

Table of content

In the present-day world, ways to reach out to a customer are aplenty. They’re also over-exploited.

With the mass of marketing information being exchanged every day, emails have begun to lose their impact. Traditional routes such as calls, too, don’t always help smaller startups reach their target audience.

What is one to do, then?

Integrate SMS into their cloud phone system through an API.

SMS APIs reach customers directly on their mobile phones, cutting through the noise of other marketing emails and advertising.

They also allow you to update customer’s communication preferences and store responses and other information in your phone system’s online portal.

How does this help?

With all the information stored in one place, you can provide a truly personalised experience for your customers, to keep them coming back again and again.

To know more about how SMS APIs can help startups enhance their customer experience, and the importance of integrating the service with your hosted phone system, read on.

1. Use SMS to send highly targeted, personal messages

As a startup, you need to go above and beyond to give customers a great experience.

Integrate your messaging service API with a cloud phone system to make detailed notes on your customers’ areas of interest. You can also find out what they have previously purchased from you.

Send targeted SMSes based on these interests to impress them with personalised experiences even in early days. Follow it up with spot-on service, to make up for the lack of online reviews.

With SMS marketing, the opportunities to make the customer feel valued and let them know you will only send them useful and relevant messages are plenty.

Bigger corporations may be unable to get to know each customer personally in this way, so startups should leverage this advantage to really drive customer experience forward.

2. Deliver customer service wrapped inconvenience

Your customers are busy.

An easy contact channel will be a great selling point for your business. By offering SMS customer support, you make it easier for the customers to contact your business. You also save their money and time.

A customised communication channel will improve customer experience and create new opportunities to open up a dialogue with your clients. This will lead to more resolutions for customer queries and more opportunities for you to sell your product or service to new clients.

A Global Mobile Messaging Report (2016) showed that 9 out of 10 consumers globally want to text with businesses, but only 48% of businesses are equipped with SMS. This shows that there is a massive amount of potential for SMS customer support becoming a part of your customer service strategy, and not many businesses are taking advantage of this.

3. Improve customer engagement with SMS messaging

When used appropriately, SMS support services can improve engagement for startup businesses.

As a business owner or marketer, ensure that your messages are sent at the appropriate time (not too early, not too late) and that you don’t spam customers with SMSes. Include a ‘click to buy’ link or allow customers to get in touch by enabling the ‘reply to the message’ feature.

When you achieve the right balance, your SMS will reach the customer directly, as most people have their phones on them at all times. It will encourage customers to take action, and enhance customer engagement and experience.

4. Connect with customers of all ages

Customers of all ages want to communicate via SMSes with a business. SendGrid’s 2019 Email Benchmark study showed that SMS messaging is ranked highly by customers across a broad age range, and that they want appropriate messaging from businesses.

Data from the study suggests that an omnichannel communication strategy helps gain the attention of customers of almost all ages and that you should be available on multiple platforms so customers can choose how they want to connect. If you aren’t using SMS support for your startup, you may lose out to a competitor who is using it, as customers are always looking for quick ways to contact you.

The study also suggested that customers want alerts, reminders, and more through SMSes, a service that you can provide with ease through your hosted phone system.

5. Improve customer insights through analytics

Startups can use SMS messaging through their hosted phone systems and gain an array of insights through the online portal.

Based on the customer’s interaction with your SMS, you can learn about optimal send times, whether they clicked a link or completed your desired call to action, the number of times they opened it, and any further interactions––all in a few clicks.

These analytics can help you know more about your customers and the types of SMSes they respond well to.

A campaign by Silverstone, timed just after the Grand Prix aired, gained them a 608% return on the investment just by timing a message correctly and including a clear call to action.

This shows just how effective SMS marketing can be and how, by using the analytics available through your hosted phone system, you can send out messages to your customers at an appropriate time and gain the best possible return on investment.

To find out more about SMS marketing and how you can deliver amazing SMS campaigns from your cloud phone system, call us today on 1888-859-0450.

If you're interested in improving your business communication solution

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1888-859-0450

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Expert Opinion Series: Customer Insight Pro Nick Lygo-Baker Shares Tips On Winning At Customer Experience

Nikita Saxena

Author

Expert Opinion

November 10, 2020

6 mins read eye

Table of content

If we told you that you could buy your favourite product for a very good price, but the service afterwards would be abysmal, would you still go ahead and buy the product? No? We thought so too.

When it comes to customer experience, much has changed over the past two decades. From selling products to delivering experiences, and from focussing on profits to prioritising customers’ needs, the industry has undergone a major paradigm shift when it comes to end goals.

Not just staying relevant but even surviving this change has meant that organisations had to realign their objectives—both short and long term and look at customer experiences (CX) with a completely new lens. The lens which puts customers at the focal point and everything becomes a part of peripheral vision.

We caught up with Nick Lygo-Baker, who completed twenty years of belonging to the world of CX this year, to understand the know-how of delivering impeccable customer service.

Nick Lygo-Baker is a customer experience and insight expert and the founder of Paradigm CX, a customer experience research agency. He has held leadership roles in some of the best customer research organisations across the globe and is also an international bestselling author.

Ask Nick how he ended up in CX, and he says, “I have always been in a role which has had customers, from my first job serving in a fish and chip shop to global roles managing CX and Insight.”

The behavioural science element of customer engagement, he says, had always interested him. “My first role in e-commerce involved understanding customer touchpoints and discovering ways to make products more accessible to customers; although at that time, this was not identified as managing the UX, as it is today. Wow––that makes me feel old!” he shares, laughingly.”

Talking about the importance of being a ‘people person’, Nick says that companies need to look beyond Kotler’s 4 ‘P’s––price, product, place, promotion. He adds, “Even when I was studying at university, we spoke of a 5th P; People. Emotional intelligence is vital––whether you’re a business leader or a shop floor assistant. Knowing when people need help, support or just a friendly smile is the key personality trait.

While this may not come naturally to some, I do believe that certain behaviours can be learned and this is why we work with organisations to help embed a customer-first mentality.”

So, what’s his idea of a good customer experience?

“Wow, what a question! Fundamentally, CX is all about understanding the purpose of your business in the eyes of the customer. Good CX doesn’t just have to be associated with high-end luxury. Sometimes, simple things make all the difference. Just by making it easy to engage with a brand can have significant positives in the success of that company.”

Anyone who knows even a little bit about the industry knows that it’s never an easy journey. Nick faced a fair share of challenges himself. These included overcoming the silo effect prevalent in organisations and articulating the basic premise of CX and how it can be managed.

“CX can cover a vast array of subjects, functions, and touchpoints within an organisation. As a result, finding who to engage with other than a CEO is challenging in order to gain support and momentum. This is, in part, driven by silos and spreads ownership.

Leaders are bright people and while the concepts are grasped easily, the pressure to deliver to shareholders and the traditional ways of working make it a challenge to convince an organisation to adopt change.”

Technology, he says, has helped throughout this journey. He adds, “Customers are more advanced. The channels they choose to shop through are greater in number and this has disrupted those traditional processes. By creating opportunity, organisations with a pure customer focus have been able to establish themselves and demonstrate the benefit of this approach.”

He also believes that collaboration is a significant factor when it comes to adopting a customer-centric approach. “At a project level, you can make some processes more customer and employee focused. But being truly customer-centric requires company-wide engagement, both with employees and suppliers to set and meet customer expectations. Collaboration is not only important, but it is vital for the success of CX initiatives within organisations,” he opines.

After all, customers remember poor experiences longer and stronger than they remember the good experiences. “To quote James Dodkins, a CX expert––‘One person’s bad experience can be someone else’s first impression of your business.”

Sharing an example from his personal life, Nick tells us: “I haven’t always been in a position to afford a new car, but when that day arrived, I was excited to go through the experience of customising the car and then waiting for it to arrive. The dealer had agreed on a monthly price on a finance deal. I was unable to get the paperwork in advance to look through.

On the day of collection, the paperwork was ready. While I was expecting a 36-month-term, they had marked a 48-month-term. Although the monthly price was lower, I was now expected to own the car for an additional 12 months which went past the car’s warranty.

The sales experience had left me feeling betrayed and frustrated. Not to mention the £6K+ out of pocket for an extra 12 months I hadn’t factored into the deal.

There were a number of issues I experienced throughout ownership which the dealer failed spectacularly to resolve. When the finance term was over, I gave the car back and refused to upgrade to the next model.

The irony is that I love the product and have almost always owned one of this brand’s cars since I could drive. But the actions of one unscrupulous dealer and their poor service made me wary of the brand. For the EOM, this meant the loss of approximately £250K if I was to drive until I am 75!

You may be familiar with the ‘Peak-End Rule’, which focuses on the first and last impressions as the main memory points of experience. It was developed as a concept for managing pain in recovery from medical procedures. As long as the last points of the experience are positive then the elements confined to memory are the positive ones.”

So, does the CX guru have any tips on de-escalating a frustrated customer? “The answer is ELASTIC––Empathy; Listen; Apologies; Sort; Thank; Inform; and Close. We must remember that customer service is a component of CX but is not to be confused with being the CX as a whole. There needs to be consistency in expectations with every touch-point, from advertising, sales, and service recovery.”

He also advises against not having a deliberate and purposeful customer strategy. A miss as basic as this means that business decisions are made with business output in mind, and not CX. Consequently, customers’ experiences become random, often oscillating between positive and damaging.

He concludes, “Every business––whether a B2C, B2B, or even internally between departments, must take time to understand the customer journey they provide. By listening to your customers about the friction points which impact their engagement with you, you can make small, inexpensive changes that can have a big impact on your CX!”

If you're interested in improving your business communication solution

Give us a call on

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Nikita Saxena

Author

Nikita is a senior content writer at Acefone. She loves dogs, books, and food. You will often find her watching gardening, up-cycling, or baking videos on Youtube. Connect with her on Linkedin, Twitter and Facebook

7 Smart Ways To Scale Up Your Business Effectively

Yukti Verma

Author

Business Communications

November 9, 2020

5 mins read eye

Table of content

Scaling up a business is challenging—even more than starting up a new one. While exploring new markets and augmenting global presence are a few ways to grow a business, entrepreneurs often hesitate while taking the plunge into scalability.

We get it–scaling a business is not a cakewalk. One has to take several risks and learn through tough lessons.

However, the most effective way to attain scalability is by implementing strategic techniques and expanding entrepreneurial horizons in the existing business landscape.

Having said that, let us first know more about business scalability.

What is business scalability?

The term scalability describes the ability of your business processes to grow, unhampered by its resources, when production increases.

Scaling your business as per needs and requirements helps it perform efficiently even under intense pressure. It provides for sustainable growth based on result-oriented scaling strategies.

Here, we have consolidated a few effective and simple ways to attain scalability. Read on to know what they are.

1. Build an impressive skill set for your workforce

Indisputably, the most important element to scaling your business is to be equipped with a state-of-the-art skill set. Your team should stay aligned with your business goals and strive to achieve them without compromising on quality.

This is possible only if your workforce is skilled and up-to-date with technological advancements. You should invest in upskilling them regularly, based on the market’s needs and trends. This will help them handle critical and complex issues at ease while saving time and effort.

This process will, also, increase their confidence by leaps and bounds, helping them tackle workload efficiently, thereby helping you to grow your business effortlessly.

2. Invest in updated technology

What good is an updated workforce without the latest tools? Attain greater results in lesser time and simplify complicated workflows by investing in advanced technology, all while using limited resources.

Not to forget, integrating moving parts of a business has also become important. Tools like the Customer Relationship Management (CRM) system, Inventory Management Software, and Accounting and Finance software, etc. provide a holistic view of various fragmented business processes.

Investing in these tools streamlines business operations enhances growth and contributes to business scalability.

3. Automate business processes

Employees often lose interest when put to repetitive, redundant tasks. Automating business processes frees them to focus on other core activities, and saves their time and energy. There’s also the added benefit of lesser checkpoints and fewer errors.

Moreover, the quality of the end product also improves. Thus, automating processes saves costs and minimises unnecessary work which helps in scaling up your brand.

4. Standardise process workflows

Is scalability possible without standardised process workflows in place? Define appropriate standards and best practices to streamline operations.

This will help you maintain consistency throughout various functions, eliminate quality concerns and redundancies, save cost, increase customer satisfaction, and ultimately, improve your performance.

With all these important parameters taken care of, accomplishing larger business goals will become simpler, thereby letting you scale at ease.

5. Focus on Customer Personas

It can’t be said enough––customer is king. Focus on your target audience, and make it a point to understand their requirements and preferences. Developing customer personas is a must when it comes to serving them better.

To do so, make a checklist that definitely includes the following questions:

Who is your target audience?
What do they do primarily?
What are their needs?
What are their significant interests?
When do they prefer to buy?
What urges them to make a purchase?
What is their opinion about your brand?
How do they rate you when compared to your competitors?

These points will help you gauge the performance of your business amongst your target audience. It will also let you measure your success from the perspective of your customers. The end goal is to identify bottlenecks in your processes and rectify them.

6. Identify and develop your competitive edge

Identifying and developing your competitive edge can help your business scale and thrive. Find your strengths and work to reinforce them instead of focusing on areas you are weak at.

Consider that you run a computer store. At one point, you understand that your staff is better at computer sales than setting up hardware or software. Henceforth, you should try migrating your core business function to computer sales rather than working on enhancing your workforce skill set to handle technical issues.

This approach will help the business grow with the available resources and gradually scale up in the future.

7. Avoid speculation

According to the report, a huge number of organisations agree that strategic business decisions should be based on reliable data. However, only 19% of them claim to be planning their analytics or big data initiatives.

The key to sustainable growth is to depend on intuitive insights derived from data. You can obtain data from various checkpoints like:

How do customers proceed in the sales funnel?
How long does it take for them to convert?
What pushes them to stay/leave?
How best do they engage with your business?

Investing in a data-driven repository can help you obtain interactive analytics, survey responses, and social insights that will reveal several opportunities for your business to grow and scale in the current competitive scenario.

Wrapping up

The scalability of a business begins in its ideation stage. As a business owner, you should be able to develop a roadmap about how to grow your business and identify key aspects that will help in the process.

The aforementioned points elaborate on several tips that can help you scale your business and achieve sustainable growth in the long run. They highlight a few significant factors like identifying the strength of your business, building customer personas, and focusing on data-driven marketing strategies.

Focusing on these points will contribute towards obtaining a sustainable score for your business scalability.

Acefone’s cloud communication software helps businesses achieve their goals as they grow. Connect with our sales team at 1888-859-0450 and let us take your business ahead.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

5 Tips To Retain Customers During A Global Crisis

Kritagya Pandey

Author

Business Communications

November 6, 2020

5 mins read eye

Table of content

Let’s begin with an example: Suppose there is a bucket with several holes in its base and walls.

A hose is put into the bucket to fill it with water.

Since the bucket has holes, the water will leak.

Here, the water going into the bucket represents new customers that are acquired by a brand.

While the water that is lost represents the customers lost by the firm.

The amount of water in the bucket represents the total customer base of the brand at a given time.

Leaky Bucket Theory

Image Credit: MarketingStudyGuide

This is quite an apt analogy to understand the dynamism of customer influx. Businesses are constantly gaining and losing customers; the size of the customer base is never constant.

Additionally, this analogy also highlights the two approaches a firm can adopt to maximise the amount of water in the bucket, that is, maximise the size of its customer base:

Increase the water flow into the bucket (increase the number of customers acquired)
Reduce the number of holes in the bucket to prevent loss of water (customers)

In truth, every company needs new customers. But let’s get real; the easiest and most profitable source of revenue is right under your nose: your existing customers!

The second approach concentrates on retaining your existing customers instead of investing in enormous marketing expenditures on acquiring new customers.

Here are five simple strategies that can help you retain your existing customers:

1. Prioritise customer experience

To retain your customers, you need to start by providing an exceptional customer experience. Customer retention is considered a by-product of customer service and experience.

So, how does customer experience influence your retention strategies?

Well, it’s quite self-explanatory.

When you constantly address their pain points, they are naturally inclined to use your services repeatedly.

If you offer a consistent, hassle-free, and convenient buying experience, then it’s quite apparent that your customers will return to you. Keep customer satisfaction at the focal point of your business and you retain more and more customers.

2. Make your customers happy through offers and loyalty programs

To make your customers happy, you need to know and understand who they are. That means doing intense data analysis to see what attracts them to your brand.

How do you delight your customers and persuade them to come back?

The answer is simple.

Reward your customers for showing with valuable discounts, special offers and exclusive access. By doing this, you not only encourage your customers to return but also go beyond their expectations in delivering stellar customer experience.

Here’s the key: Send them an offer which shows that you care and haven’t forgotten about them after the sale.

Let me take you through another example:

Starbucks has one of the most popular customer reward programs, with its classy tagline and smart marketing, “More ways to pay. More ways to get rewarded.“

It rewards customers with free food and drinks whether they pay in cash, credit card or gift card.

3. Ask for feedback and conduct surveys

Have you ever asked your customers what they think about your brand?

Having this insight gives you clarity on what strategies are working and what needs tweaking.

Knowing your customer’s likes and dislikes can help in a lot of ways:

It makes your customers feel that you value their opinions.
It helps you understand where your customers are struggling and how you need to improve their experience.
It makes it easier for you to develop customer retention strategies and programs.

Online customer surveys are a convenient way of gathering customer opinions in a hassle-free manner. Conduct monthly or yearly surveys and let customers voice their concerns.

Expedia Customer Survey

Expedia’s Customer Survey After A Trip

Courtesy: Expedia

And guess what? This can fetch you brownie points as it will increase loyalty and help you retain more customers.

4. Add the touch of personalisation

This one’s something where most of the brands fall short. It could be because you are automating all services, using chatbots excessively, and are forgetting to add human touch and value in your services.

The simplest way to annoy your customers is to always sound like a bot when they prefer personalised interactions.

With all the data stored in your CRM, it is easier to curate customer information and interact with them better.

So, before you deal with your customers, go through the contact records and take in every interaction; including pain points, products purchased, interests, etc. Addressing the customers personally and sending personal invites can do wonders in reserving your loyal and frequent customers. If you haven’t tried this yet, now is the time to make your CX more curated.

5. Develop creative content as per customer’s interests

Don’t rest once your product is sold. There is so much more to do!

When your product keeps evolving and undergoing upgrades and modifications, your customers must be kept in the loop. The best way to do that is to engage with them on social media.

You can spark a customer’s interest in several ways:

You can publish articles and blogs on your website, informing customers about the latest market trends. Fashion brands do this quite well. They incorporate the latest trends and talk about the freshest colours and prints.
You can even make ‘how-to guide’ and ‘free training videos’ and send them as part of newsletters. Exciting, no?
Use significant customer complaints and frame FAQs out of them.

This can help you in keeping your customers engaged and encourage them to visit your website for another purchase. People need care and attention. Customers want you to cater to all their needs on time and even give a little extra.

Empathy is of the utmost importance, always.

The more you prioritise your customers’ happiness, the better will be their product experience. They will return whole-heartedly and reward you with loyalty. The best bit? They might engage in word-of-mouth publicity. What else could you want? Now enhance your customer experience skills today! Check out Acefone’s content repository to know more about customer service, CX tips, and more.

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Kritagya Pandey

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Kritagya Pandey is a creative and technical content writer, editor, and strategist. She has been writing on customer experience, customer service, artificial intelligence, cloud communication, and more. She invests her time researching the current business, market trends, and studying about social media strategies.

VoIP versus UCaaS: The Ultimate Breakdown

Yukti Verma

Author

Voice - VoIP

November 5, 2020

6 mins read eye

Table of content

Modern businesses require modern business phone service. That’s why companies these days search high and low to find the perfect service to fit their needs. If you’re one of these organisations, you’ve indubitably come across different terms like VoIP and UCaaS; both are praised for their high-benefit, low-cost nature.

So how do you make the choice? Considering the scale of investment, there are many important points to consider before making a switch.

A Deloitte survey reported that nearly 90% of executives and managers plan to embrace digitisation within their organisation to avoid disruptions. While this is one of the most important decisions a business has to make, it is also easily one of the most contested debates within the broader communication tools space.

VoIP or UCaaS? The industry has been divided over them since their conception.

It’s important to note that UCaaS and VoIP aren’t really competitors or replacements of each other. In fact, they complement each other in terms of functionality and features. UCaaS builds on a lot of VoIP features as a platform. These are two separate products with unique user bases according to their specific strengths.

However, before we delve deeper into this debate, let’s gain a better understanding of both these terms.

Voice over Internet Protocol (VoIP)

Throw away all your complicated notions. VoIP phone system is simply a digital communications medium that enables voice calls over the Internet. The broader idea here is that you can communicate via the cloud instead of using traditional means like analogue telephone lines.

Without taking away from any of the capabilities of traditional systems, this service adds to it and offers a holistic all-in-one solution. You can continue using your wired desk phones, or you can switch to your smartphone. No hassle.

Benefits of using VoIP –

VoIP was declared the fastest-growing technology of the decade in 2011, beating major entrants like search engines, online shopping, and even online dating. This is because of the wide range of efficiency gains it brings to organisations.

Employees can send and receive voicemail messages, monitor and keep a track of interactions via caller ID, or forward calls to alternate numbers and lines when needed.

Besides, many other features like call holding, auto-attendants, call logs, monitoring, recording, and more, increase business efficiency.

VoIP phone service helps organisations avail substantial cost savings on voice communications. More importantly, it is a mature technology that is reliable, simple, and well-developed with low risks.

Unified Communications as a Service (UCaaS)

UCaaS stands for quite literally what its naming scheme suggests—it provides for unified communications services. What does that mean? It is an enterprise-grade communications platform which integrates all the different means and methods of communication that an organisation could possibly need.

Hence, be it productivity software like slack, or texting, or video calls, or any other ways of communicating really—UCaaS has it all for you to use within a single service!

Benefits of using UCaaS –

Since UCaaS is a cloud-based service, it brings a whole host of efficiency and cost gains in and of itself. For example, the service provider offers round-the-clock technical support for resolving all issues.

Another aspect of using parallel mediums of communication is that they’re all decentralised and fragmented. An organisation would struggle to observe, control, collect, and analyse all the data generated into one base, if not for a comprehensive tool like UCaaS.

This solution offers the perfect set up to integrate the communication mediums via a cloud platform and opens up a number of possibilities.

UCaaS vs VoIP: How do businesses make a choice?

Each of the two solutions has a distinct set of features suitable for specific businesses. The size of your enterprise and the nature of your work and team depend greatly on the quality of service delivered.

Let’s look at four key questions an organisation should consider before finalising a service.

Does your business involve a lot of collaboration?

Businesses, regardless of size and industry, often involve a large group of people working towards an organised, shared set of goals. That needs, apart from frequent communication, a lot of collaboration as well.

This is another area where UCaaS shines through. The fact that UCaaS is a cloud-based platform which provides for integrated communication services allows for complex and rather efficient collaboration spaces as well!

Plus, there is the added benefit of employees being able to manage the workflow remotely from wherever they are. Moreover, sharing and accessing data is just as seamless owing to the cloud-first nature of the service platform.

You can even integrate productivity management apps, calendars, CRMs, instant messaging, video chats and more within the platform itself in order to make the best use of all your tools. This all-in-one cloud-based platform is a productive solution for business.

Does your business need video as a corporate communications tool?

Ask yourself this: do the day-to-day activities of your staff require constant meetings, chats and video presentations? Even if the answer was debatable at some point, the current reality of COVID-19 pandemic has necessitated video as the new corporate communications tool. And to address all these newfound needs, UCaaS is the way to go.

A lot of the communication we do at work is non-verbal, which means video ensures far fewer instances of miscommunication. Organisations also leverage this feature to reduce their business travel costs, connect better with clients, conduct meetings, perform a range of troubleshooting, and so on.

Is your business just starting off and has minimal needs at the moment?

Some budding businesses have a strong need for voice communications with their clients. They also require top-notch business response teams, with reliable call center setups for their support department.

If your business falls under this category, VoIP systems can serve your needs perfectly.

In fact, these days, advanced VoIP solutions offer numerous features like adding or removing phone lines, offering detailed analytic reports, CRM integration, employee-specific feature sets enablement and so on!

Does your business deal with a lot of data?

Businesses of all sizes and sectors these days have come to rely on data generation and analysis for a large variety of purposes. However, consumer sensitivity about how their personal data is stored and handled has heightened owing to many incidents of data breaches in recent months.

This makes it imperative that your organisation stores and processes data in a manner which is safe, asset-light and secure. UCaaS ticks all those boxes and more.

Owing to its cloud-only nature, UCaaS allows for frequent backups of data, virtual access, seamless sharing and more. All of this while helping ensure top grade data security protocols built into the service platform itself.

The Verdict

The wave of digitisation has swept across organisations around the world, now at ten times the pace due to the pandemic. The question facing businesses is no more ‘if’ digitisation, but ‘when’ and in ‘what form’.

Back in 2017, Forbes had predicted that 80% of entire IT budgets of businesses would be spent on cloud-technology and cloud-based solutions in the near future. In hindsight, that seems to be an understatement.

As mentioned earlier, UCaaS and VoIP are complementary technologies. It isn’t too far-fetched to assume that with changing needs, you might switch from one to another someday.

Acefone provides sustainable, cost-effective advanced UCaaS solutions that’ll increase your business productivity and boost brand recognition. Contact our sales team at 1888-859-0450 for further information.

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Bringing The IPL Home With Cloud Communications

Diksha Gusain

Author

Unified Communication

November 4, 2020

7 mins read eye

Table of content

Bated breaths. Cheering crowds. The thrill of a sixer. The disbelief of a wicket. Nothing beats the madness cricket brings out in us, and no other franchise league has been able to capture the young spirit of sport the way the IPL has.

According to the Broadcasters Audience Research Board (BARB), the IPL’s viewership has even surpassed that of the EPL (English Premier League for football) in the UK.

The Indian Premier League is a professional T-20 cricket tournament where 8 teams, representing different Indian cities and states, battle it out to become the champions. However, what makes it so globally appealing is how the best players from all the cricket-playing nations forget their rivalries and play together.

One can appreciate the top-form Mumbai Indians squad with star players like Rohit Sharma, Quinton de Kock, Trent Boult, and more, playing in unison for victory. And who isn’t a fan of the classic partnership and friendly banter between Indian skipper Virat Kohli and all-rounder AB de Villiers?

Seeing our favourite players collaborate and fraternise brings out a level of excitement which only helps heighten the frenzy.

Some feared that the year 2020 would have continued its party-pooper existence and ruined the IPL for us. However, not only did the league continue, but its popularity has soared—over the Internet.

And how was that possible? With cloud communications, of course.

Even without attending the matches physically and cheering the teams on, the crowd connection was never severed. Internet-based communications have allowed us to stay in touch with players, keep track of matches, and unite as audiences even from our living rooms.

Let’s look at a few ways this technology has helped beat the COVID-19-blues and kept our spirits up by connecting us to the IPL.

1. Live score updates with bulk SMS

Needless to say, the work-from-home transition has brought with it its share of lifestyle changes. With the creation of digital workspaces, work hours are increasingly flexible. You may start work at noon and finish late at night if that floats your boat.

You might find yourself inevitably busy with work when the matches are airing. Or you might even be shopping for groceries or finishing chores.

Wherever you are, whatever you’re doing, you can stay up-to-date with live scores. All that’s needed is a bulk SMS service to notify the subscribers of all the scores and updates in real-time.

These text blasts are broadcasted without lag to your inbox—and on any platform. Apart from live scores, you can also choose to receive match highlights and never be left out of the conversation. Think of the unbelievable twin super-overs between Mumbai Indians and Kings XI Punjab recently where the teams had to play two extra overs in a nail-bitingly close match.

Such bulk solutions also come in handy during unexpected situations. For example, if a match needs to be postponed or cut short because of heavy rains, a quick text will immediately inform the audiences of the same.

2. Live commentary and streaming

One can’t deny that cricket commentary is truly a highlight of the game in itself. The commentators are often witty and sassy while giving an accurate account of the events.

Just take this example from the IPL finals in 2014. When Wriddhiman Saha was continuously scoring by finding gaps between the fielders, commentator Harsha Bhogle quipped, “Let me tell you, there are fielders on the ground by the way.”

Besides this, avid fans also appreciate an expert analysis of the techniques used in the field. Not only is this informational, but it also confirms or corrects the analyses we form as amateurs who’ve grown up watching the sport.

These small things add up to an even more enjoyable viewing experience, which is why it’s important for live commentary to become more accessible. Cloud technology allows easier distribution of live content.

In fact, often, you find TV commentators calling on experts to give their views mid-match using a video call. This classic use of cloud communication allows retired sportsmen to share their experienced opinions—in HD and with zero lag.

Live streams are best accompanied with live chats. This way, people can share their opinions while catching the game live. Internet-based chats are quick and often come with emojis and stickers that help people better express their excitement.

3. Enhancing the audience connect with polls, surveys, etc.

All relationships are built on two-way communications. This holds true for the bond between fans and the game as well. So, why limit the connection to simply updating scores and sending promotional messages?

Polls and surveys help engage the fanbase and create a more meaningful relationship. Not only do people feel more involved in the game, but their opinions are useful for curating an evolved strategy for a successful league.

All such surveys can be easily conducted with cloud services like SMS and voice broadcasts via IVR menus.

Here’s how this works: people get a voice recording of the poll question, like “Which player has had the biggest impact in this matchweek?” and can select an answer from the accompanying menu of navigable key inputs. The responses are automatically and securely stored on the cloud and can be accessed in a jiffy.

4. A new wave of marketing with the Cloud

One of the primary reasons the IPL has managed to become as big as it is (and keeps growing) is because of excellent marketing. The creators took an already-popular sport, and made it crisper, more colourful, and in a sense, more commercialised.

Good marketing comes from creative minds, sure. But for the vision to be accurately realised, you need proper tools. The Indian Premier League has made use of powerful cloud communication tools that help engage fans better.

Take, for example, the digital fan walls in stadiums. With the use of virtual match tickets, a select number of audience members can join the stadium with their webcams. With high-quality video calls, courtesy of cloud solutions, fans from around the world can make appearances during the live telecast.

Taking this engagement a step further, some teams are also allowing fans to interact with the players in virtual meet and greets. Mumbai Indians has launched an app that connects avid fans with virtual screenings, live leaderboards, online games, and much more.

Rajasthan Royals held an event for select fans from around the world through social media. These individuals could appear on TV via video conferencing, interact with the players, and participate in match analysis.

Another way that people feel closer to the players is through the social media marketing campaigns that show behind-the-scenes camaraderie. Just some of the most famous players in the world messing around—how fun is that? Such live streams and videos are a great marketing trick.

SMS broadcasts are also used for promoting special events and communicating with vendors. From sponsors to viewers, everyone can be on the same page.

5. The RPG experience of Dream 11

The popularity of video games like Fortnite, WWE Smackdown or even Super Mario RPG shows how much we love roleplaying. Perhaps that’s why fans of the series Harry Potter go to the Wizarding World website (earlier to Pottermore) in search of a magical experience.

In the same vein, it isn’t enough to simply watch a game. Being a part of the experience is equally important. That’s what the Fantasy Football League offers to football fans, and that’s what Dream 11 signifies for cricket-lovers.

As a subsidiary of Dream 11, Fantasy IPL allows users to create their own teams. Their success depends on the real performance of their chosen players. All this while, there are prizes to look forward to.

However, what makes Fantasy IPL so much fun is that people can create teams with their friends and play together. For this, chat rooms are widely used and friends scattered around the world can get together and celebrate on the cloud.

In addition, a lot of online polls are conducted to determine public opinion and keep the debates going.

Conclusion

Why does the IPL tug at heartstrings? What has it done differently? The long and slow test matches are still as relevant, but the quick T-20 format allows fans to balance their passion for the sport with their fast-paced (and often chaotic) lives.

Add to this mix a pool of talented and diverse players and engaging marketing initiatives—and you get the highly attractive Indian Premier League.

The IPL’s unwavering popularity, even in the face of the COVID-19 pandemic and the accompanying physical restrictions, is because of its ability to cater to a remote audience. For this, we have cloud communications to thank.

This goes to show that the scope of this technology runs way beyond everyday communication—to the world of sports. And it’s only going to evolve further to curate the experience of sports fans worldwide.

Curious to know how cloud communication tools can help transform your business? Get the latest technologies for yourself; just call 1888-859-0450 or drop an email at [email protected].

If you're interested in improving your business communication solution

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Diksha Gusain

Author

Diksha is a junior content writer at Acefone. As a tech-lover, she aims to bridge the gap between tech articles and non-savvy readers. She’s equally interested in pop culture and worldly affairs. And in her free time, you can find her with her nose buried in a book or discovering new music for her chaotically diverse playlist.

Here’s How To Leverage SIP Trunks For Your Business

Acefone Editor

Author

Contact Center

November 3, 2020

5 mins read eye

Table of content

Businesses generally tend to use a conventional telecom set up to meet their communication needs. They use a classic Public Switched Telephone Network (PSTN), which is a circuit switch network requiring physical connections between two nodes for a call to connect.

This is incredibly archaic and is thrusting most modern organisations towards SIP trunking because of scalability and flexibility issues.

PSTN networks can handle only voice calls and they no longer serve the needs of modern organisations.

What exactly are SIP trunks?

How do they work and what benefits do they hold? The term SIP here stands for Session Initiation Protocol. It refers to a very popular protocol used widely in the telecom space.

SIP helps manage large scale multimedia communication needs like voice and video calls by initiating and terminating the connection for such a call request. They replace traditional analogue circuit protocols.

It is, in fact, the technology protocol behind some of the most popular communication services like Facebook Messenger, Skype etc.

A trunk, on the other hand, refers basically to a pipe which carries and transmits the data channels. It acts like a link or a line that connects two nodes and helps transmit signals between them.

SIP trunks, hence, stand for the process and the means of transmitting voice and other such communication over the internet. These are usually capable of higher quality and capacity as well. But with a catch.

SIP trunk providers offer a specific version of the VoIP services. SIP trunks work using what is known as an Internet Protocol-based Private Branch Exchange (PBX) system and this eliminates the need of each participant being physically connected to each other. This lack of physical connection between separate nodes makes the system vastly more efficient and greatly increases its capabilities.

“The current global pandemic has affected a massive change in the way organisations function and in the way customers engage with them. It has never been more important to upgrade and to be in sync with the demands of the age.”

How SIP trunking helps businesses build a strong customer connection

There are five clear benefits of using a SIP trunk to serve the communications needs of your organisations.

1. Save up on costs –

One of the most prominent advantages of using a SIP trunking system is that it is massively cost-efficient. For example, since it doesn’t rely on PSTN protocols and leverage internet technology for communication, domestic and international calling is a lot cheaper.

SIP is IP-based and hence it connects directly to the Internet Telephony Service Provider. It allows the call to terminate directly at the provider’s termination point, from where the call is transferred to the domestic PSTN. This makes sure that you’re charged just for a domestic call no matter the country that call may be placed to!

2. Near unlimited scaling potential –

With an unlimited number of channels which are allowed per trunk, SIP trunks are scalable by their very design. That aspect apart, there are no physical analogue circuits or physical connection required between two nodes, unlike PSTN.

This again practically removes most constraints to a rapid scale-up in terms of usage and applications as the organisation may deem fit without a serious need to invest in physical hardware.

3. Adds on to your existing infrastructure –

One of the best aspects of SIP trunks is that they can build upon and add on to an organisation’s existing communications infrastructure and vastly enhance its efficiency and productivity.

Since there are no traditional telephone lines involved here, SIP trunks leverage your existing internet connection to fulfil your organisational communication needs.

Hence, this allows it to function as essentially an extension of the company’s existing phone setup.

Similarly, the call itself goes through your existing Internet Service Provider (ISP), thus ensuring that your organisation’s existing hardware is utilised to add greater functionality and capabilities to the organisation.

4. Builds on business resilience –

Especially in the wake of frequently occurring natural disasters such as forest fires, cyclones, floods, etc., developing organisational and business resilience is an aspect no company can afford to ignore.

Again, owing to the feature that SIP trunks do not necessitate any physical connection per se, they’re less exposed to such events and the associated damage.

Moreover, there are a large number of features which SIP trunks allow that help add to the resilience of these networks greatly—rerouting via different servers, dispersed traffic points, having backup trunk service providers etc.

5. Unified processes and setup –

SIP trunks eliminate the need for both telephone voice as well as data networks. Its Internet Protocol-based nature allows the organisation to make use of it via one centralised network.

Moreover, such a process comes with a number of options in terms of flexibility and diversity of use cases.

For example, such a service allows you to use the same singular number as a local number for everywhere in the world.

Similarly, it allows for a seamless transfer and rerouting for a business which operates from multiple different locations without a hitch.

SIP trunks come integrated with a number of modern features, advanced capabilities, and associated benefits.

From cost savings to the need for a minimal investment in expensive hardware, from large-scale mobility to operational flexibility, from opportunities for network consolidation to the unified communications platform—the benefits and capabilities are immense. It has something for businesses of all sizes and scope.

In the post-pandemic world that businesses would be operating in, these benefits are more than being just an add-on. As consumer needs and demands have evolved, they’ve become more impatient in a sense.

Moreover, saving on costs and generating the maximum possible return on investment will become the dogma for survival for each and every business, given the existing financial conditions.

Given this reality, SIP trunks confer invaluable advantages for a business and organisation to grow, expand, and thrive in these newer operating environments.

Get in touch with some of the best SIP Trunk providers and see the face and fate of your business change for good!

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The 5Cs: Benefits of Voice Broadcasting Services

Acefone Editor

Author

Voice Broadcasting

November 2, 2020

4 mins read eye

Table of content

The first impression is the last impression.

This is a well-known saying which is quite apt for the business sector. Customers form an opinion of your company based on their first interaction, which plays a big part in their decision to stay loyal to your brand.

It’s not enough to wait for customers to find you and reach out. You need to make the first move. Therefore, showcasing your professionalism and clear intent with a well-structured broadcast can go a long way. Even from a marketing perspective, a well-pitched new offer through a cold call result in better conversion leading to customer loyalty.

The advancement of technology has brought the gift of voice broadcasting software. It allows you to spread your message on a large scale, instantly and across distances. You can optimize your output with minimum effort. In other words, better results with less expenditure and time waste.

Let’s look at the indispensable benefits of this technology that will take your organization to the next level.

The 5Cs of Voice Broadcasting:

1. Customizable

The best part about voice broadcasting services is that since they are system operated, everything can be customized to fit the needs of your business and customers. There is immense scope for personalization: you can change the accent and language of the message, add in the client’s name or offer specific offers based on their interests.

With a message curated in the local language, you can touch a chord with more people and expand your consumer base. The tone and style can be tweaked based on the customer’s nature and your marketing purpose.

2. Convenient

Voice broadcasting services work on the cloud. So, all you need is a stable Internet connection—and voila! Your outreach is taken care of.

Gone are the days of complex wiring on a physical site, requiring time, manpower and energy to set up and maintain. With a cloud server, you can work from anywhere in the world—and even on the go.

Just customize your portal settings and schedules, prepare a contact list and curate your broadcast message to kickstart your voice campaign. You can also use AI for text-to-speech conversions that can eliminate human effort for recording messages in a pleasant voice.

Moreover, you can schedule messages on the basis of working hours, availability of the customer, or local holidays. This way you can ensure that you comply with all telecom regulations regarding promotional campaigning.

An online portal with real-time updates also helps you run multiple campaigns simultaneously, allowing greater management and saving employees’ time and energy.

3. Cost-Effective

Without hiring professional voice artists, you can curate a pleasant and effective broadcast with the use of smart technology. Not only do you save present costs, but this acts as a long-term investment and is easily updated with changing needs.

In the absence of bulky and expensive hardware, you can lighten the load on your pocket with virtual solutions. Easy setup and onboarding ensure you can be up and running on the same day—at a fraction of the cost of traditional communication services.

Moreover, voice broadcasting services often come packaged with other features like call analytics and administration tools that help small and medium businesses function with low investment.

For a start-up or even for a well-established company, cutting costs and maximizing profits is the main goal, especially considering the current economic climate. Voice broadcasting emerges as a hero for connecting customers and businesses cheaply and efficiently.

4. Consistent

Another great benefit of automated technology is that it needs no rest. If you have global operations involving multiple time zones, it’s a hassle to employ extra staff for multiple shifts. Instead, you can ensure your messages are sent across at any time with ease.

Human errors caused by the unavailability of company personnel, moods, inefficiency and lack of training can be completely eliminated. You can sculpt every message to perfection and show your company’s professionalism and dedication towards its core values.

One way to improve the customer’s experience is to use the same voice for each call. It can create a sense of familiarity and a better bond.

Similarly, if there is a need to make consistent sales or marketing calls for weeks on end, the same enthusiasm and energy level can be maintained. Thus, using a voice broadcasting system provides a fair, standardized and unwavering interaction with your customers, both current and potential.

5. Competent

Considering the highly competitive corporate environment these days, it’s important to show your competency and reliability.

You can streamline your operations and focus on increasing productivity when mundane tasks like send-out broadcasts are handled by automation, and when data analytics are easily accessible.

Smooth and professional calls will leave customers floored and convince them that the service or product you cater will match the best standards.

Conclusion

In conclusion, whether you need to send out an event invite, a political message to potential voters, notifications, reminders, coupon codes, feedback calls, surveys or even thank you messages, voice broadcasting systems are the way to go. It provides solutions for large scale communication in the most efficient manner.

If you're interested in improving your business communication solution

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