The digital transformation of the business world continues. The switch to VoIP is allowing customer service managers to lead their teams from anywhere. Cloud-based platforms improves how contact and call centers work. They create better customer service solutions that increase ROI, brand trust, and customer retention. In this blog post, we’ll take a look at the benefits of using UCaaS for your customer service needs.
Tend to customer service needs from anywhere
Voice over Internet Protocol, or VoIP, is quite literally our specialty at CallHarbor. Simply put, VoIP refers to making phone calls over the internet instead of a regular landline or a mobile network. It converts your voice to a digital signal, compresses it, and send it over the internet. On the receiving end, this digital data is uncompressed into the sound that you hear through your handset/speaker/headphones.
If you have convenient access to internet, you don’t need to run any extra copper wires. This means employees can easily work from home or telecommute to the office. It’s also much easier to add new features that become essential to your business needs. We pride ourselves in adjusting as your business evolves. On top of this, CallHarbor offers the most flexibility and features for the lowest price.
For customer service managers, the portability of their communication systems is key. It allows you to utilize a more robust team that can be based anywhere in the country. Agents can work remotely and use a VoIP phone service to resolve customer concerns and requests from wherever they are most productive.
Read more about working from anywhere here.
Streamline your customer service workflows
A unique benefit of UCaaS is the ability to integrate all areas of communication into one place. Customers want to contact businesses on the channel of their choice. Using CallHarbor, requests can come in by email, by call, and by text. They can be routed to an available agent who is qualified to resolve their specific issue. CallHarbor also allows integration with existing CRM platforms and apps, such as Salesforce and Insightly. The centralization of communication helps to create better customer service solutions for teams of any size.
Customer service managers can set up an options menu to redirect customers to the appropriate department or to a database that answers frequently asked questions. These features help to free up agents to handle the most pressing customer requests.
Reduce costs & enjoy automatic system updates
When you use a VoIP business phone service, you no longer have to worry about landline phones, long cables, or call rerouting systems. That’s because these things are built into UCaaS software solutions. Many customers tell us that they were able to cancel with 3-4 other companies that were giving them separate services now that they have everything on one platform. You will no longer have to have separate companies for phone, business texting, video conferencing, call recording, eFax capabilities, etc.
As a result, you will be able to reduce spending on maintenance and IT support, as well as on future upgrades. Technology is constantly changing and improving, and CallHarbor allows you to keep up with the latest innovations and provide better customer service solutions. UCaaS cloud-based solutions are efficient because you get automatic upgrades to your system as they roll out. There is NO downtime during system upgrades, so you’ll always have the latest and greatest technology without ever having to worry about planning out and managing upgrades.
Collaborate to quickly resolve requests
UCaaS platforms allow for different teams to easily stay in touch. With our extension to extension chat included in your user seat, your teams can easily chat from the mobile app or the web softphone. We also include business SMS, so teams can stay connected and text without having to give out their personal cell phone number. Our video conferencing platform is yet another way your teams can stay connected, by hopping on video meetings to discuss action items.