Just half a decade ago, Voice over Internet Protocol (VoIP) was seen as an unconventional choice for business phone systems. It was an outlier in the realm of office communication. However, the landscape has transformed dramatically, and the catalyst for this change was undoubtedly the global pandemic. Today, Internet-based phone systems are not just the new normal; they are essential for ensuring uninterrupted business operations.
The pandemic ushered in a paradigm shift, with VoIP and video conferencing experiencing an astounding 210% surge in adoption. This meteoric rise can be largely attributed to the widespread adoption of remote work and the emergence of hybrid office models. A striking 67% of surveyed companies attest that switching to VoIP has markedly improved their call handling capabilities.
No longer is the business phone system tethered to a physical location. This newfound flexibility empowers businesses to efficiently manage their operations with staff dispersed across various geographical locations.
Moreover, VoIP offers a substantial cost advantage for businesses. It presents a significantly more budget-friendly alternative to traditional landline-based systems. Calling plans are often more economical, and companies can easily acquire additional phone numbers at minimal expense.
However, amid the multitude of features VoIP brings to the table for small businesses, busy owners might not have the time to explore them all. The key question then arises: which features should you harness to enhance efficiency, productivity, and the overall caller experience? Let’s delve into some of the top features of cloud-based business phone systems that can be leveraged.
The Automated Attendant Solution for Small Enterprises
In many small enterprises, the individual answering the phone often juggles numerous other responsibilities. Enter the automated attendant, a valuable tool that not only frees up your staff’s time but also enhances the caller’s experience. This virtual assistant functions as a company directory, seamlessly directing calls to the appropriate department or team member. By recording a polite greeting and asking a few preliminary questions, such as “Press or say 1 for sales, 2 for technical support,” the caller is promptly connected with the person they need, eliminating the need to repeat their purpose for calling.
Embracing the Find Me/Follow Me Feature in VoIP
According to a resounding 77% of surveyed employees, the Find Me/Follow Me feature is a cherished gem in the VoIP treasure trove. This feature allows users to employ a virtual phone number accessible from all their devices. It enables effortless call transfers between devices, be it a PC, a conference room setup, or a smartphone. This seamless transition eliminates communication friction and allows individuals to share a single phone number with callers, who can then reach them on their mobile, home office, or on-site office.
The Power of Hold Music in Customer Engagement and Lead Generation
While playing pleasant music to callers on hold may seem like a small gesture, it can have a profound impact on customer satisfaction and lead generation efforts. A study comparing hold music to silence yielded eye-opening results: over 50% of callers left on hold in silence hung up, whereas only 13% of those with hold music did so. Moreover, 45% of those in silence believed they were on hold for 3-5 minutes when it was only one minute, while 56% of those with hold music perceived a shorter wait time. This simple feature can foster happier customers and reduce the number of leads abandoning calls before reaching a representative.
Streamlining Voicemail Management
Rushing out of a meeting and sifting through a string of voicemails can be exasperating. Voicemail to email, a VoIP service offering, resolves this issue by sending recorded voicemails directly to your email inbox, complete with transcriptions. This enables quick scans of messages and prioritises callback decisions, sparing you the need to listen to every voicemail.
Enhancing Team Responsiveness with Ring Groups
Ring groups prove invaluable, especially for small teams. They allow a cluster of numbers to ring simultaneously until one team member answers. This means that another colleague may be available to assist the caller, eliminating the need for them to leave a message. Ring groups are ideal for sales teams, accounting departments, and customer support teams.
Real-Time Call Reporting in VoIP
In comparison to analogue systems, VoIP offers a real-time call reporting feature. This feature provides insights into peak call times and identifies areas where faster response times are needed. By utilizing these reports and automating the ones most relevant to your business, you can enhance your operations.
The Crucial Component of a Reliable VoIP Service
While not a system feature, having access to local support is critical. Opting for VoIP services from a company halfway across the world can leave you without the necessary local support when issues arise. Local support teams can visit your office, set up VoIP desk phones, and assist in optimizing features like ring groups and mobile apps. Your business phone system is a vital piece of technology, so ensure you have the local support required to keep it running smoothly.
Your Path to Seamless Communication
If you’re seeking expert VoIP services paired with local support, you’re in the right place. We specialize in integrating your cloud-based phone system with your entire technology ecosystem. Reach out to us today for a complimentary consultation. Your seamless, efficient, and cost-effective communication solution awaits.
