Most companies operate with the goal of customer satisfaction in mind, but all too many fail to measure up. Gaining the trust of your customers is a full-time job and many factors need to work together in perfect harmony to succeed. For example, you can have the best, most reliable service in the world, but if your customer service representatives are poorly trained, it means nearly nothing. Similarly, even if you’ve got the most skilled and knowledgeable employees on your team, it won’t matter to your customers if they are difficult to get in touch with due to outdated office technologies.
There are many ways that your technology affects what clients and prospects think of your company as a whole. Here are four ways to improve your technology to, in turn, improve your customer satisfaction:
1. Get Calls to the Right Person, Even at Multi-Site Companies Everyone has experienced this at least once: calling a company with a specific concern and having your call passed from employee to employee until they find the right person. Or worse, being asked to hang up and dial a different phone number and having to repeat the process all over again. It’s frustrating, and it colors your opinion of that company. Upgrading your business phone system to a cloud-based option like Broadview Networks’ OfficeSuite® Phone ensures that every call is being answered by the right person, no matter in which office they work. Look for a cloud phone system that provides native multi-site capabilities to make it easy for your customers to get in touch with the right employee the first time. Some of these phone systems offer additional features that work across sites, such as intercom, making it that much easier for your employees to work together to keep customers happy.
2. Choose Technology That Is Truly Easy to Use
Don’t be fooled by what you might think is “user-friendly” technology. Many companies set out to design technology solutions with the end user in mind, but fail to deliver. Let’s consider cloud-based phone systems, for example. Choosing a hosted, cloud-based phone system ideally gives you ultimate flexibility to make changes remotely. But, some systems still require updates or changes to the hardware or phone itself. In contrast, other cloud phone systems, like the services offered by Broadview, are managed completely in the cloud, so employees can work from a desk, a conference room, other offices, or even their cell phones. No longer tied to a desk phone, your staff can turn any phone into their business phone. This makes it incredibly easy for employees to stay in touch with clients and prospects and deliver great service no matter where they are or what device they’re using.
3. Enable Fax by Email Despite the prevalence of electronic communications, many businesses still rely on fax services to share hardcopy signed documents, invoices and more. It’s important to have a service that allows you to send faxes by email, especially if you can’t often be near your fax machine. If a client needs an invoice immediately, you can send a fax from your computer or your mobile phone. You no longer have to make people wait, which allows you to meet your customers’ needs right away.
4. Manage All Your Business Applications in One Place
Cloud services empower your employees and free up your IT staff to focus on more strategic activities. Choosing a service that allows employees to manage more tasks on their own gives them enormous flexibility, which benefits the business. If it’s easier for an employee to forward their calls then they actually will and those customer calls will not go unanswered.
Some cloud service providers like Broadview Networks have developed web-based centralized administrative portals where all services (phone, voicemail, email, fax, video conference, toll-free numbers and more) are easily managed in one place. For example, Broadview’s MyOfficeSuite® portal is mobile friendly, so clients can work on laptops, tablets and smartphones – in other words, anywhere – ensuring they can respond to changes immediately and keep seamless lines of communication open with customers.
Upgrading the technology that your business relies on every day has enormous impacts on your customer satisfaction. It enables you to take those knowledgeable employees and make them easily accessible to your customers. It also makes it easier for you to coach the newer employees who need additional training in order to provide the level of service your clients deserve. Lastly, it makes it infinitely easier for your employees to work together as a team, no matter where they are located or what devices they’re using. These streamlined communication paths among your employees and between your employees and your customers will be the driving forces behind boosting your clients’ overall satisfaction.