Merely half a decade ago, VoIP was perceived as an unconventional phone system for businesses. However, the pandemic has transformed this perspective, making internet-based phone systems not only the standard but a prerequisite for business resilience
The adoption of VoIP and video conferencing has surged by more than 210% amidst the pandemic, predominantly attributable to the transition towards remote work and hybrid workspaces. According to a survey, 67% of companies claimed that migrating to VoIP has enhanced their call handling capabilities
Gone are the days when the business phone system was limited to a specific location, as it now allows for seamless management of a geographically dispersed workforce.
Moreover, VoIP presents substantial cost savings for businesses, as the technology is far more economical compared to traditional landline-based systems. Not only are calling plans typically more affordable, but also companies can effortlessly add new numbers at minimal costs.
Although VoIP offers numerous advantageous features for small businesses, owners might be preoccupied with their busy schedules and could be unable to enable them all.
Which features are most effective in enhancing efficiency, productivity, and delivering a positive caller experience?
Automated Attendant (IVR)
In numerous small enterprises, the individual responsible for answering calls also performs multiple other tasks. However, an automated attendant can optimize their time and enhance the caller’s experience.
By functioning as a company directory, the auto-attendant redirects calls to the appropriate department or staff member. By recording a welcoming message and requesting the caller to answer a few questions, such as “Press or say 1 for sales, 2 for technical support,” etc., the caller reaches the desired individual without having to re-explain their purpose twice – once to the call answering person and again to the transferred recipient.
According to a survey, the most popular user feature for VoIP is the Find Me/Follow Me feature, favored by 77% of respondents. This feature allows individuals to use a virtual phone number accessible from all devices, and effortlessly transfer calls from one device to another.
Whether an individual is using a PC, attending a conference in a meeting room, or on their smartphone, they can receive their calls. This feature streamlines communication and enables people to provide a single phone number for contact. Callers can use this number to reach the person via their mobile, home office, or onsite office, reducing the need for multiple contact numbers.
Incorporating pleasant music during the time callers are placed on hold may seem like a small detail, but it can significantly impact customer satisfaction and lead generation.
An insightful study comparing hold music to silence showed that over 50% of callers hung up when on hold in silence for just one minute. In contrast, only 13% of callers hung up while on hold with music.
Furthermore, 45% of individuals in the silent group who did not hang up believed they were on hold for 3-5 minutes, while they were only on hold for one minute. In comparison, 56% of people who heard music thought they were on hold for less than one minute.
Therefore, activating this simple feature in your VoIP system can yield noticeable benefits such as happier customers and fewer leads hanging up before reaching the intended recipient.
Voicemail Transcription to Email
Going through a series of voicemails after a meeting can be time-consuming and frustrating. It is necessary to listen to each message to determine which ones require immediate attention.
Fortunately, with Voicemail to Email feature in VoIP services, voicemails are recorded and sent to your email. Additionally, the message is transcribed into text, allowing you to quickly scan through the emails and prioritize callbacks without having to listen to each voicemail individually.
If you have a small team, ring groups can be a valuable feature. They enable a group of numbers to ring simultaneously until one member of the group answers the call.
With ring groups, callers can quickly connect with an available staff member, eliminating the need to leave a message. This feature is particularly useful for sales teams, accounting teams, and customer support teams.
Compared to analog systems, VoIP phone systems offer real-time call reporting as an added advantage. These reports provide valuable insights into your call traffic patterns, such as peak hours when additional staff may be needed or call response times.
By reviewing these reports, you can identify areas that need improvement and make data-driven decisions to optimize your call handling process. You can also automate the reports that you find most helpful, ensuring you receive regular updates without any extra effort.
While not a feature of the system itself, having local support is crucial for a VoIP phone system. If you sign up for VoIP service from a company located halfway around the world, you may not have immediate access to local support when you need it.
It is important to have someone who can come to your office and provide support. They can help you set up your VoIP desk phones, optimize your ring groups, mobile apps, and more. Your business phone system is one of the most important technologies you have, so having local support can ensure it operates reliably.
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