Customer service is the backbone of any successful business. It builds the loyalty and trust you need to keep customers returning and recommending you to others. And when it comes to new business, there’s no better way to stand out from the crowd than great service. Of course, customers want friendliness and professionalism – but they also want efficiency. They’ve got better things to do than waiting on hold or chasing things up.
This is where cloud communications can take the service you offer to the next level. At RHM, we specialise in telecoms and cloud technology. Business phone systems have moved on leaps and bounds in recent years. And thanks to cloud technology, businesses of all sizes can get their hands on the very best in customer communications.
We’ve helped countless businesses over the years, and we’ve learned a thing or two about how to use tech to make sure your service is the best it can be. We’ve written this blog with that in mind. These are our top five tips on getting your service to the best level possible. You can achieve all this and more with a cloud communications service from RHM.
Every call is a potential business opportunity. And without the right setup, it’s all too easy to miss them and forget to follow them up. The good news is that this is avoidable.
With cloud communications, you can view your call queue to allow service teams to see which customers are waiting. Regularly scheduled call reports show a clear view of when any calls were missed, allowing you to make quick follow-ups and make prevent customer calls from being missed in the future. This gives you a better understanding of what’s needed to make sure you’re always there for your customers.
A face-to-face connection with customers and clients can be a huge help in building and maintaining relationships. For delicate matters and important clients, voice calls and emails aren’t always enough. Sometimes, there’s no substitute for that personal touch. But in-person meetings aren’t always practical or possible.
Video conferencing can fill that gap. And if you do it via a cloud communication system, you can avoid the unprofessional appearance that consumer services presents with the associated time limits. You can also integrate it with your calendar, so that you get reminders, and your colleagues can see when you’re unavailable.
“Out of the office” doesn’t have to mean “unavailable”. Thanks to the wonders of technology, you can route calls from your phone system to your mobile, meaning customers can reach you when you’re working on the move with no drop in call quality.
This is ideal for estate agents, mobile sales teams and anyone whose work takes them out of the office. All these benefits apply to home workers too. Thanks to the cloud, you can have the full power of a business phone system wherever you are.
There’s no better way of showing customers you value them than tailoring your service to them individually. This could be the USP that allows smaller businesses to stay competitive.
Cloud communications can help here too by integrating with your CRM. This enables “screen popping”, which shows customer details on your screen as soon as they call. That way, you can greet them by name and view any notes on them left by your team. This means you can offer a more personalised service in the most efficient way possible.
Every customer is different, and the right technology can help to make sure your service reflects that.
First-contact resolution is the ultimate aspiration in customer service. It makes you look attentive and professional, and it makes customers feel valued. Over time, it gives your business a reputation for taking care of your customers.
Cloud communications can make early resolution easy. You can make waiting time more useful with on-hold marketing. You can use it to give customers answers to FAQs, updates on your service or anything else they might find informative.
Calls can also be routed by customer, so if they’ve worked extensively with one member of staff, their calls can be sent directly to that person – even if they’re working remotely. If that person is away, the call can go to someone in the same department. This spares customers from having to be transferred, and gives them the personal connection that makes them feel valued.
Whatever line of work you’re in, building relationships is a fundamental part of business. Some companies have to fight against the tech they have to keep customers happy. At RHM, we believe your technology should enhance your ability to offer great service.
You know what your customers like, and the service they expect. We can offer solutions that make it easier to achieve that, including cloud communications systems, phone systems, business mobiles and more. We pride ourselves on our no-nonsense, honest service, and using our expertise to tailor what we do to your needs and budget.
Whatever the size of your business, we can guide you through the options from start to finish. To find out more, you can speak to a member of the team on 0345 136 60 60.
© rhm telecommunications 2022