Although ‘cloud communications’ was not a buzzword ten years ago, almost every business leader, big or small, has recognized its potential in today’s disruptive digital ecosystem. .
After a tectonic shift from cloud-assisted domination to cloud-dependent domination, I can barely think of a company where I don’t have access to their communication channels. Chatbots, Text Messaging, Business WhatsApp, Cloud Fax Services – you name it, they have it.
However, a next-generation business phone system still predominates to strengthen customer service and sales teams.
Travel agencies, restaurants, health centers, education centers or even retail stores would still depend on a centralized phone system to answer customer calls. I mean, what brand would want to not attend to customer calls and jeopardize the performance of their business?
According to future market analyzes, cloud telephony is poised to experience phenomenal growth during the period 2021-2031
A latest study on the global cloud telephony services market indicates that it is expected to increase at a CAGR of 13.28 by 2027.
The best part of a cloud-based business phone system? You can simply integrate it into your existing business calling system without any purchase of additional hardware or software. No pesky wires or servers to add to your infrastructure purchases. All you need is your laptop or any other mobile device on which you can configure your business communication framework using APIs.
Let’s find out how small businesses to large enterprises have energized their existing business communication setup with cloud telephony.
Simplify the management of high volume calls
Let me start with an example here. Lenskart is one of the leading Indian eyewear brands that has created resounding ripples in both the e-commerce and retail market. With a hotline number spread across all channels, it was nearly impossible for them to monitor the business call operations of more than 500 retail stores. No traditional phone system would match their growing call volume, and they were looking for a high-level automation solution to take the strain out of manual call handling by their sales and support teams.
With cloud telephony, customized specifically to power their multi-store setup, all inbound calls can be routed to the relevant store specialists for all of their retail stores across the country. A centralized phone number can easily handle all customer calls according to their âmulti-storeâ and âPincodeâ requirements. This means that when a customer calls their unique toll-free number, the IVR plays a personalized audio greeting prompting the caller to enter their PIN code on the keypad. Based on this, they are easily routed to their nearest retail store. Could it be more practical?
And the results? They have achieved 10X + efficiency in their customer support operations.
Isn’t it a win-win for customers and for your teams?
2. Reduce costs and resources
This is one of the major concerns of any business, especially for SMEs and startups. Did you know that cloud telephony can reduce the initial costs of successful businesses by up to 90%?
Perhaps this is the reason why more and more micro businesses such as coaching centers, local tours and travel agencies, doctors and now even individual entrepreneurs rely on cloud phone systems. . Not only to keep track of all their incoming and outgoing business calls, but also to prevent data loss. You also have the option of adding or removing extensions available to you to control your call costs.
No wonder 31% of SMBs should spend more time collaborating with cloud phone systems to jumpstart their business.
3. Achieve your branding and marketing goals
With cloud telephony, you have access to a plethora of features such as toll free numbers, virtual receptionists, cloud call centers and more.
This gives you the ability to create a personalized experience for your customers and give the brand a much needed boost.
How? ‘Or’ What? A free or toll-free phone number plays well with the psyche of your target audience, and they’re more likely to believe that your brand is much bigger than it actually is. This is important for creating a foundation of trust, which increases the likelihood that your customers will call you back at any time of the day. Even if you are not available to take your calls, your virtual receptionist will make sure that no call goes unanswered.
This is how small tourism brands like Travel Triangle have seen a huge 62% increase in their inbound calls with a single toll-free number.
The more you advertise your brand number, the more likely you are to gain more customers over time.
4. Incredible call recording capability
Let’s say that in order to create a leak-proof business communications strategy, you need to understand call quality, regularly monitor trends, and then develop a plan to improve it, based on your findings.
This is a difficult problem to solve if you are still dependent on a traditional system. A centralized business phone solution ensures you have all call conversations in one place that you can monitor even on your phone, on the go. Whether you have a small or multidisciplinary team, checking the quality of your customers or your sales calls will always help you to redo or undo your communication strategy according to your preferences.
For example, personal care brands like Lotus could improve their customer call handling process by 54%.
5. Simplified App / CRM integrations
Can you ever think of integrating your favorite CRM and productivity apps into a traditional business phone system?
Modern telephone solutions have made it easier than ever to upgrade your business system to meet all kinds of customer touch points.
Disconnected conversations can be a disruption for many customers, and you might not want to take the risk.
As more companies move up through the ranks following best practices, you should consider putting cloud communications at the heart of your mission statement, for the sake of your team and, of course, customers.
(Ankit Jain is CEO and Co-Founder, MyOperator)
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Posted on: Wednesday November 24, 2021 7:59 PM IST