Customers often state that some of the features that commonly come with calling a business, like on-hold music or sales-related messages, can seem like bells and whistles. However, there are features that customers have grown to expect when calling businesses. If your business’ telephony solution doesn’t have the following telephony features, you may be turning both customers and potential customers into your competitor’s customers.
3 Essential Telephony Features:
- A free way to contact your business: Whether you use multiple DID’s in all the cities that your customers are located, ITFS (international toll free service), or UIFN (Universal International Freephone Numbers), customers expect to be able to reach you without having to pay. Studies have repeatedly shown that customers are much more likely to call a business with a telephone number they feel comfortable with like local phone numbers or toll free numbers.
- Interactive Voice Response: Customers want to be able to reach the correct person the first time they call, without having to be transferred a million times. However, customers also want to be able to speak to a live operator if their choice isn’t present on the Interactive Voice Response directory, so be sure to also provide a way out. The most common way to do this is press “0”.
- 24x7x365 support: While this isn’t necessarily a telephony feature, there are plenty of telephony features that can make this happen, no matter how much staffing you actually have. The most common feature used by small businesses to make sure someone always answers the phone is call forwarding, which allows calls to be redirected to cell phones when a caller tries to reach an agent after hours.
Ensuring that your telephony solutions have as many helpful features as possible for your customers will improve both your agents’ productivity, and your customers’ satisfaction.