The advent of Cloud Telephony Enhancing Business Efficacy

Have you ever noticed that all the calls that you receive from your cab driver, job consultant or any tele-caller are never from their personal numbers? In most cases, you cannot call them back. What you may not know is that both your personal numbers are masked from each other.

It is rightly said - only the paranoids survive. A business that has been paranoid about their customers’ privacy and satisfaction stand apart from businesses that don’t. That’s how startups grow into enterprises - fast.

All businesses draw from the same pool of resources. Then what sets these outstanding businesses apart?

Taking customer service up a notch

The way we view customer service has totally changed in the past years. Traditional call centres don’t work anymore (not literally!), and the millennial generation will do anything to avoid queues. Value of time dominates the value of money. The only constant is the voice - customers always want to pick up a phone to talk to someone instead of waiting

for someone to get back to them over email or chat.

This gives way to cloud telephony solutions, and how businesses are using it to bridge silos, automate customer communication and retain customers like never before.

Customer Privacy

When a business uses number masking solutions, calls are made on the cloud without actually revealing a customer’s number to the agent and vice versa. For instance, when you order food from a food delivery app and call the driver, you’ll notice that the call is directed to a landline number. You’ll never see the actual number of the driver and he won’t see yours. This is how cloud calling masks the contact numbers and safeguard your privacy.

Customer Empathy

By dialling on a toll-free number, you get a medium to connect with the business, free of cost. You must have called on toll-free numbers to register complaints, booking gas cylinder and for making queries - without paying a penny for the call. Giving missed calls to vote for your favourite participants in reality shows or live polls on news channels are all facilitated via cloud connections.

Effective Marketing Outreach

Remember the automated calls you get during election campaigns where political candidates request you to vote for them? Businesses use recorded voice-calls to promote their products, disseminate information and for conducting surveys to reach out to the customers directly on a one-on-one basis. These are outbound calls that the businesses make to get in touch with the customers and get instant feedback by taking quick responses.

Track and Record Calls Anywhere, Anytime

Corporates record all the calls made by their agents to monitor customer behaviour. The system dashboard facilitates the business to get an insight into customer’s perceptions about its products and services. The company can work on the loopholes and can focus more on its unique selling propaganda to optimise customer experience and building a better brand reputation.

Auto-analyse customer sentiment and intent

By clubbing AI and cloud telephony solutions, a business can get deep insights from a live call. Automatic Keyword Spotting solutions pick keywords from an ongoing call and identify customer behaviour patterns. It creates a dashboard that provides data on conversion, conversion percentage, the total number of leads created and much more. For instance, if a person is booking a room, the keywords picked from the call can be - Availability, King size, property name, one night, personal visit, club room etc.

Upgrade your 24x7 receptionist

The customer communication process has drastically changed with a change in customer behaviour. No matter how automated the process, at the end of the day, the customer will always want to call someone and get an immediate resolution to their query. To make this happen, businesses are now doing much more than just answering calls. They’re automating their customer communication process using cloud telephony while channelling human resources towards developing stronger customer acquisition and retention strategies.

From the millions of calls that they make and attend, they record and analyse the data to continually upgrade their customer service and sales pitches. The agent is always aware of the context behind an incoming call, and many times the communication stream is automated enough for the customer to contact a person only if it's absolutely required. All of this with cloud telephony and artificial intelligence.

This is what sets outstanding businesses apart and truly makes them customer-first. Are you ahead of the curve yet?

Yatish Mehrotra,
CEO, Knowlarity Communication Pvt Ltd