With the modern customer now demanding an instant resolution to any queries they might have, companies need to be readily available to respond to these. The concept of predefined ‘business hours’ is fast becoming an antiquated one, especially with VoIP technology now enabling businesses to reply instantly to consumer queries.
Instead of ringing a number and hoping they might get through to the right person, customers can be confident of connecting straight away with someone who is willing and able to deal with their query. Also, as VoIP uses localised toll-free numbers, customers are put through to a local call centre, which helps to instil greater trust between the customer and the brand. This is an effective way of giving an international business a more ‘local’ feel.
Orla Forrest from Paradyn sent us this infographic on VoIP and its impact on the customer experience. High standards of customer service are essential in such a competitive environment, so by embracing VoIP and utilising it effectively, your business can strike a very good impression with consumers and some lasting customer relationships might develop.