Why Choose Hosted Phone Systems?
Hosted phone systems are definitively more efficient for businesses than traditional landlines. Not only do these systems, which often take the shape of voice-over-internet-protocol (VoIP) systems, increase the ability to gather call data and, thus, the insights and resulting benefits from the analysis of such data. They also remove the need for onsite storage of hardware and the technological and financial strains that come with it.
But the benefits of a hosted phone system extend far beyond the internal advantages. These phone systems streamline internal priorities and methodologies, sure, but they can also tangibly improve customer satisfaction, holistic communications, and customer feedback integration. As well as upping the productivity of daily routines like call routing and monitoring. Sounds pretty ideal, right?
Enhanced Operational Efficiency and Customer Experience
According to Business.com, cloud-based hosted phone systems are becoming more omnipresent when it comes to customer-facing interactions. “Cloud-based phone systems are widely used as part of a unified communications platform to handle inbound and outbound calls, auto attendants, voicemail, chat, SMS messaging and business faxing. Most modern phone systems integrate with email applications and top CRM software to ensure that all communications can move through one easy-to-use system of record. These attributes make them ideal for established and growing businesses with evolving communications needs.”
Indeed, when customers’ telephony experiences are efficient, their satisfaction increases—so it only makes sense that call routing efficiency is key to a productive and successful customer service funnel. Explains Vonage: “Hosted phone systems can distribute calls in alignment with more complex preset routing rules. These rules can be changed whenever you like in response to your current situation, maximizing operational efficiency and customer experiences. So, you can adapt your routing rules according to staffing levels, customer demand, seasonality, and more.”
Further, the brand explains, there are a few different types of call routing intelligence that hosted phone systems can offer, including skills-based routing (in which calls are directed to the staffer with the most relevant knowledge); least-occupied routing (in which calls are directed to the least busy employees); time-based routing (in which calls are directed based on time zone and business hours); and rotary routing (in which calls are sent based on a pre-set order). With intelligent systems, hosted phone systems can be programmed to understand these various methodologies and adapt to whichever works best for any given business or brand.
Hosted Phones Provide Actionable Insights
But the benefits go beyond sending the calls to the right place; once they arrive, call monitoring and data analysis kick in. “Call recording is a great feature on its own,” Vonage continues. “Recording calls for training purposes, compliance, and general fact-checking is important, which is why it’s a standout feature of hosted phone systems. But when combined with transcriptions, it’s even better.”
Beyond the call transcripts that can be used for training and improvement purposes, there are also practical, micro-examples of these benefits, like voicemails that can be emailed directly to employees. Call data analytics are also key, allowing dealerships and the leadership within to understand trends, behaviors, and needs of customers and employees for maximum efficiency and ROI.
More specifically, taking the analytics benefits one step further, hosted phone systems can work in tandem with predictive analytics programs to help tailor customer service experiences for personalized, individualized interactions that increase customer satisfaction, explains an article on Salesforce. “Predictive analytics are exactly what they sound like: they use data to predict the future. In customer service, predictive analytics uses artificial intelligence (AI) to analyze call center data and apply logic from past solutions to solve current or future problems. Predictive analytics builds on the data in your customer relationship management (CRM) system, producing relevant and actionable insights. These data points help agents manage individual customer service cases, and also help managers direct the contact center as a whole.”
Hosted phone systems offer a host (ding, ding, ding!) of benefits that cannot be overlooked, the amalgamation of which can markedly increase positive customer experiences and, therefore, brand loyalty.
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