Thanks to technology, land lines have disappeared across much of America. This trend began in the residential space and was quickly followed by businesses abandoning their traditional telephone services. Voice over IP (VoIP) has swooped in as their state-of-the-art replacement, boasting customer relationship management (CRM) integration tools, automated routing, call handling, and sophisticated reporting and monitoring functions. Phone systems have come a long way, and they now serve many more purposes than just making calls. Before making the decision to abandon the company phone system, consider the following points.
Phone Systems and Customer Service
Thanks to the Internet, collaboration tools have never been more plentiful. Free conference calling, webinars, video chat, IM, and other online communications tools make the world a much smaller place and allow geographically dispersed teams to communicate as if they are only cubicles away.
Since there are so many available software options for communication, it’s easy to see how compatibility problems can arise. Utilizing different pieces of software may work for staff members, but that won’t always be the case when working with clients. Even for tech-savvy customers, it always seems like a plugin, system update, or forgotten password is in the way of getting urgent help. Less technically inclined customers may become so frustrated that they take their business elsewhere. In contrast, using a VoIP phone system is an easy way to support customers and provide them with the excellent service they demand.
The Benefits of an Inbound Phone Line
A business may not need to make outbound phone calls, but providing an inbound phone line can be useful in several ways.
- Customer service is enhanced by providing voice-to-voice contact (which is a luxury today).
- Listing a personal cell phone number to handle business calls is not always desirable.
- Having a professional business phone line generates trust and provides accessibility to quality customer service, which can be a differentiator in a congested marketplace.
Phone System ROI
One of the chief complaints about phone systems is the significant expense to acquire, maintain, and add to them. Fortunately, VoIP has made calling very inexpensive (down to a few pennies per minute), and plans can be tailored to a business’s expected volume. Whether personnel need to make one or one hundred calls per day, there is a plan on the market to fit that requirement. Many phone system plans also allow intracompany calling for free using Session Initiation Protocol (SIP) trunking.
For a reasonable cost, a company can have a sophisticated phone system with many valuable problem-solving features. Even better, hosted systems may perform all functions through software, with no expensive phone equipment needed. With increased customer loyalty and company growth, the ROI could be exponential.
Forgoing a phone system may save money in the short term, but ultimately it can be an expensive decision. VoIP systems are a great way to provide the communications staple needed for customer convenience while keeping the bill and equipment affordable. Before walking away from a potentially effective solution, research the available plans. The affordability and flexibility of today’s options make them well worth consideration.