How cloud telephony is playing a major role in setting up a business

Whenever a business idea gets through the implementation phase, it attracts many hindrances and must re-implement certain steps. The connection with a customer and customer service are very essential to maintain a businesses exponential growth. Cloud telephony solves such problems for any business very effectively.

Never miss a potential customer:

A customer can call the business anytime even after office hours, holidays or even at midnight. With a cloud telephony system in place, the business learns about missed customers instantly and thus can take care of their needs on priority when the office opens. In the meantime, the customer is kept informed through a recorded voice message, SMS or email.

This leds to better customer interaction and in the end to happier and more loyal customers who begin to trust a company because of its superior customer support services.

Zero Maintenance cost:

There is absolute zero cost for maintaining the whole call management system. Since there is no infrastructure and everything is cloud-based. There is no cost at the users end to maintain such systems. Everything related to the technology of the call management system is taken care of by the cloud telephony service provider.

Amazing client communication:

If the customer is well served he will come back to give a company repeat business. This is why customer interaction is super important for the growth of every company. And cloud telephony connects every customer to the right place and right department in a jiffy. Since a company has the recordings and the call has been well documented by the support executive, such companies know what a customer complained about when he called the last time making it easy and smooth to solve the customers issues.

Cloud telephony offers seamless connectivity across the globe and across multiple media domains such as social media handles, chatbots, ads, websites and also through offline media such as hoardings and newspaper ads. It also increases customer experience and allows executives who’re handing irate customers to allay their fears better than they could had the cloud telephony system not been in place.

Scalability:

One of the most amazing things about cloud telephony is its scalability. Let’s just say that the business is going through a period of high call volumes and more executives need to be added to handle the increasing number of calls. The cloud telephony infrastructure takes minutes to adapt to such an unforeseen situation. The client just has to get in touch with the provider and the provider will change the parameters and then be able to handle the larger volume of calls. The provider can also adapt to other special requirements and requests a company may have

The rapid scalability of a cloud telephony system also means that the entire customer support mechanism created by a company works effectively and allows companies to plan entire campaigns in the future around the support of a robust cloud telephony system.

Monitor the ROIs of marketing campaigns:

Since every business spends on various marketing campaigns, most of the time there are available general statistics about the success of such campaigns. Cloud telephony helps a business capture the response of its marketing campaign. It also helps the business redesign its campaigns as per the feedback received directly by the inquiries generated. Once implemented the system records the responses received through different marketing channels and thus helps the marketing team decide where to spend more using which medium.

Increased Monitoring and quality control:

When it comes to checking the performance of a team it takes minutes to assess the same across different parameters. A User-friendly dashboard lets a company know about an individual’s performance including metrics such as his or her call handling time, if there is any delay in picking calls, or whether he is missing a call deliberately. Also, a quality team can barge calls to know how an executive is handling the customer and whether the customer is getting the necessary help. Later a training session can be planned to improve the knowledge of the team. EOD a company will know whether it has to retain/drop or promote some of the team members who interact with its customers

Powerful dashboard:

Business owners can check everything related to incoming calls or the ROIs of a particular campaign with a single login anytime/anywhere. The powerful dashboard generates real-time and detailed call logs and recordings of each call. The dashboard also generates a report of missed customers and can make this list of numbers ready to be dialed automatically at a fixed time of the day or week. The whole report can be easily integrated into the many available or existing CRMs through APIs.

A single number for many locations:

Since the entire cloud telephony system is cloud-based, a single number is enough to connect multiple locations. The number becomes the brands identity and is thus remembered by customers even if they relocate to a different city. Hence geographical boundaries do not become a barrier to a brands identity.

Lalit Upadhyay
Founder, Polash Ventures