The cornerstone of business success lies in the ability to draw and maintain customers. In today’s market, customers demand swift and personalized services tailored to their specific needs. For small businesses with limited staffing compared to larger enterprises, harnessing the following VoIP features presents a cost-effective means to enhance customer satisfaction and stand out from the competition.
List of VoIP Features
1. Interactive Voice Response (IVR)
Incorporating the IVR feature within the PBX system empowers small businesses to deliver around-the-clock services without the need for extensive human resources. Callers simply follow the prompts within the menu, swiftly reaching their desired destination with minimal wait times.
IVR automates customer service, facilitating self-service and personalized interactions, enabling customers to access the information they need to resolve their queries. Offering prompt, informative responses on the first call creates a favorable initial impression, contributing to the establishment of a professional image for small businesses.
2. Call Queue
In instances where your agents are occupied and unable to answer an incoming call, it’s a wise strategy to allow calls to queue up while awaiting an available agent. This approach is more favorable than placing callers on hold, directing them to voicemail, or subjecting them to a busy tone. Instead, customers are informed that agents are momentarily occupied, with the assurance that the call will be promptly directed to an available agent as soon as possible.
In terms of small business customer service, the call queue feature effectively reduces missed calls and mitigates the negative impact of a busy signal on the overall customer experience. Furthermore, by categorizing agents into various queues, you can provide distinct service levels for different customer groups.
3. Unified Communications
Unified Communications seamlessly integrates VoIP calls, voicemail, instant messaging, and CRM contact data into a unified platform accessible via mobile devices or desktops. With UC, your agents are no longer tethered to their desks and have the flexibility to work remotely, whether from home or while on the move. The presence feature enables your employees to identify who is currently available to handle customer calls without requiring customers to wait.
Additionally, you can empower your customer service agents to engage in real-time chats with relevant experts during calls, ensuring customers receive immediate resolutions to their issues. Furthermore, with WebRTC Click-to-Call, your customers can conveniently begin voice calls to your customer service unit straight from a webpage by simply clicking a button.
4. Voicemail to Email
The Voicemail to Email feature ensures you stay well-informed at all times. In instances where an agent is unavailable and has missed a call, this feature significantly enhances their ability to respond to customer voicemails efficiently.
Voicemails are recorded as audio files and promptly delivered to the agent via email, enabling them to manage messages at their convenience, even while on the move. Furthermore, agents can effortlessly prioritize messages, opting to delete or archive them for future reference, and direct specific messages to the relevant recipient.
5. Call Recording
Many small businesses leverage the call recording feature to ensure the quality of customer service and to enhance the evaluation of agents’ performance. This feature allows you to establish on-demand recording, phone-specific recording, or company-broad recording for both inbound and outbound calls.
When onboarding new staff, these recorded files expedite their familiarity with typical customer requirements, frequently asked questions, and how to address them effectively. Call recordings also facilitate the analysis of exemplary and subpar customer service instances, equipping your team with valuable insights. Additionally, agents can reference their previous interactions with customers to gain a more exhaustive knowledge of customer needs.
6. Call Monitor
The Call Monitor feature enables privileged users, such as supervisors, to monitor other extensions during calls. This capability allows for unobtrusive listening to calls or joining the conversation as a third party, offering significant benefits for customer service.
Live call monitoring empowers your experienced staff to provide real-time coaching and guidance during calls, ensuring no opportunities are missed. The Call Monitor function within the Yeastar PBX System includes three monitoring modes –
- Listen – You can exclusively listen to the call but cannot partake in the discussion.
- Whisper – You can listen to and communicate with the surveyed extension without being attended by the other party.
- Barge-in – You can engage with both parties involved in the call.
7. CRM Integration
Customer Relationship Management (CRM) systems are extensively utilized in the business world to efficiently manage interactions with customers and sales prospects. The Yeastar PBX System supports seamless integration with popular CRM solutions, utilizing the Asterisk Management Interface (AMI). This integration enhances call handling capabilities, enabling features like “Click to call,” call transfers, and hang-ups directly from the CRM interface.
Furthermore, your agents can create real-time call notes and maintain detailed records of their call history. CRM integration equips your customer service team with a wealth of information and options for every call, ultimately optimizing their performance and operational efficiency.
Also Read: What Are SIP Lines And How They Work?