Let’s take a look at why business landlines are becoming obsolete against the largest rival VoIP and what is it that is making businesses decide to change.
As the world is propelled forward into the digital age, businesses have had to adapt not only their computer systems but their phone systems also.
Phones are still at the forefront of business communication and are still regarded as the best way to talk to customers. The introduction of online live chats with bots and automated emails have made doing business online a lot less personal, leaving the way for businesses that do speak with customers on the phone that extra service.
Why are we talking about online live chats and emails and not phones? Well, most businesses gravitate to this type of communication for tracking and data capture which is fed directly to their servers and CRM’s. But did you know that VoIP phone services can do the exact same?
PSTN (public switched telephone network) is your traditional phone provider in most countries. These will have a landline into your business and more than likely charge you line rental on each line you have coming into your business. Call centres can have up to 100+ lines coming in at any given time. These lines are limited in concurrent calls that can lead to customers having an engaged tone when calling the business. These lines can’t send data from the calls directly to your CRM or servers for data capture. Most businesses don’t realise that all this lost data can be captured when changing to VoIP.
When it comes to VoIP there is no comparison of what it can handle. All you need is broadband with a stable connection, you don’t even need a phone handset. Although not recommended, some small companies have been able to use VoIP through internet dongles, which provide very little bandwidth but can still make HD calls. When a company introduces VoIP, they can make use of many features that can enhance their customer data. Features such as full integration with almost every major CRM on the planet such as Salesforce, Pipedrive, Hubspot and many more. These integrations allow for the call logs, call notes and GDPR compliant call recordings to be saved automatically to the relevant customer information page in the CRM.
One step further is the use of Auto-Attendant, Opening Hours and Auto-Routing. When a customer calls your business they will enter the IVR (Interactive voice response). This is an automated voice menu that we all know as “press 1 for Sales” “press 2 for Customer Service”. These calls are then routed through to the allocated departments. You can enhance this even more by setting Opening Hours in your business which will play different messages depending on if your business is open or closed, leaving your customer notified instead of repeated calls to an engaged tone.
To change to VoIP is a seamless transition from landlines. You can keep all your existing numbers and port them over. With NUACOM VoIP, you can even make free international calls to some countries and dial these from your mobile without the worry of high phone bills.