There are many reasons why businesses delay migrating to a unified communications system. Some managers and directors feel that their current communication system, despite its flaws, is preferable since it’s familiar. Others fear the complexity of a new unified communications system and worry that their employees and customers will be less satisfied once the cloud phone system is in place.
These concerns are understandable when your organization does not possess the expertise to design and install a new communications system alone. Fortunately, there are partners who can step in to help transform your outdated communications, implementing a unified communications solution that vastly improves customer experience.
We’ll explore how a better unified communications solution, optimized for employee and customer engagement, can make it easier to achieve key business goals.
How Unified Communications Impacts Your Customers
Anyone who has ever waited on hold for hours knows how important customer service is for a business. Customers don’t have the time or patience for endless holds and/or to be passed back and forth from department to department, while they struggle to solve a simple problem. All of these issues are common hallmarks of an outdated communications system.
Through cloud phones, you’re more able to keep pace with technology, and your employees are better able to support customers, leading to greater customer satisfaction and retention. According to one recent report, businesses that implemented new cloud communications as a service saw a 56.7% increase in customer satisfaction, accompanied by a remarkable 19.7% reduction in operational costs.
Improved availability
You can easily improve your customer experience by offering customer service on their schedule. A great unified communications system can easily transmit calls and other customer data to open branches, making it easy for customers to reach an agent, regardless of their location or time of day. This improved availability means that issues can be handled quickly, improving customer retention.
More opportunities for first call resolution
Another benefit of modern, high-performance unified communications systems is how well they’re able to streamline employee communication. Even when they’re speaking with a customer, employees can quickly and easily reach out to colleagues to find the resources they need. This makes it easier for the customer to resolve their issues in a single phone call. Shortening this resolution time will lead to increased customer satisfaction, as well as improved employee efficiency.
Strengthen relationships with a more personalized customer experience
Customers want to experience issue resolution and service that meets them where they are. They expect to be able to communicate with your employees in a variety of ways, depending on their preference.
Opting for a new unified communications solution offers a more personalized customer experience, as employees can engage with individual customers over the phone, email, chat or video. They can also collaborate remotely, working to resolve issues with customers in real time. This approach makes your business more accessible and helps attract a wider swath of customers.
Cloud phones offer a more seamless experience
Customers benefit from a diversity of communication options, but what’s more important is how those different communication channels work together. A great cloud phone system offers customers a seamless experience, since communications are easily synced between platforms.
This gives customers much-needed flexibility, with the assurance that any customer service agent, on any device, can easily handle their issue using up-to-the-minute information pulled from their file.
Implement a New Cloud Phone System with Gregg Communications
Not sure how to implement a new cloud phone system on your own? Let the experts from Gregg Communications help. Our cloud-based unified communications solutions are flexible and designed to suit the unique needs of your business.
You’ll benefit from an end-to-end phone experience that’s completely supported by our team of experts. When every aspect of your critical services is in the cloud, you won’t have to worry about downtimes or future-proofing your investment. Our team will be there every step of the way to manage the transition and support your users moving forward.
Together, we can develop and implement a unified communications system that improves your customer experience. Contact us today to get the process started.