What Are the Most Helpful VoIP Features for Small Businesses?
When VoIP was first introduced five to six years ago, it was considered a “different” business phone system. An unusual one. This way of thinking changed after the pandemic. Phone systems based on the internet aren’t just the norm anymore. Business continuity requires them.
Over 210% of video conferences and VoIP calls have increased during the pandemic. Hybrid offices and remote work are largely to blame for this trend. Switching to VoIP improves call handling for 67 percent of surveyed companies.
Business phone systems are no longer tied to physical locations. A business with employees spread across several locations can manage its operations fluidly this way.
Furthermore, VoIP helps businesses reduce costs significantly. In comparison to landline-based systems, the technology is much less expensive. Adding new numbers is also often very affordable, as are calling plans.
Small businesses can benefit from VoIP’s many features. As a result of their busy schedules, owners may not be able to enable them all.
Is there a feature that drives efficiency, productivity, and a positive customer experience?
Take advantage of these features with cloud-based business phone systems.
Automated Attendant
It is common for the person answering the phone to have many other responsibilities as well. Using an automated attendant will free up that person’s time and improve the caller’s experience.
A company directory is provided by an auto-attendant. You will be able to forward calls to the correct staff member or department. Answer the caller’s questions and record a pleasant greeting. For example, “Press 1 for sales, 2 for technical support,” etc.
Rather than explaining why they are calling twice, the caller gets the person they need. The first time to your answering machine and the second time to your transfer person.
Find Me/Follow Me
Which VoIP feature is most popular with users? Approximately 77% of employees said it was the Find Me/Follow Me feature. The virtual phone number can be accessed from any device and is accessible across a variety of platforms. Additionally, staff can transfer calls between devices easily.
Your calls are accessible from any device, whether it’s a PC, a conference room, or a smartphone. People are able to share a single phone number with this feature, which reduces friction. With this number, they can reach the person via mobile, home office, or onsite.
Hold Music
Playing pleasant music while your callers are on hold might seem like a small thing. But it can have a big impact on customer satisfaction and lead generation activities.
We found some eye-opening statistics from a study on hold music versus silence. In the study, researchers kept people on hold for 1 minute. Results showed:
- On hold in silence: Over 50% of the callers hung up
- On hold with music: Only 13% of the callers hung up
Additionally, 45% of the silent group that did not hang up thought they were on hold for 3-5 minutes. They were on hold for just one minute. While on the music side, 56% of people thought they were on hold for less than one minute.
So, you can see the power of activating that one simple feature of your VoIP system. You may notice happier customers and fewer leads hanging up before they reach anyone.
Voicemail Transcription to Email
When you’re coming out of a meeting, going through a string of voicemails can be frustrating. You have to listen to each one to figure out the people to call back first.
Voicemail to email in VoIP services, provides recorded voicemails emailed to you. This also comes with a transcription of the message. You can quickly glance through the emails and scan the text to rank callbacks. No need to listen to every message first.
Ring Groups
Ring groups are an especially helpful feature if you have a small team. It allows a group of numbers to ring simultaneously until one person in the group picks up.
This means that another staff member may be able to assist a caller, rather than them needing to leave a message. Ring groups are great to set up for sales teams, accounting teams, and customer support teams.
Call Reporting
Another bonus of VoIP phone systems over analog is that you get real-time call reporting. What are your busiest times when you need more staff? Do you have a problem with calls not getting answered fast enough?
Your call reporting can give you insight into those things and more. Make sure you check out these reports and then automate the ones you like so you’ll see them regularly.
Local Support
This isn’t a system feature, but it’s important to have. If you sign up for VoIP from a company halfway around the world, you don’t have any local support when you need it.
Having someone that can come to your office is important. They can set up VoIP desk phones and help you optimize ring groups, mobile apps, and more. Your business phone system is one of the most important pieces of technology you have. Make sure you have the local support you need to keep it operating reliably.
Looking for Local VoIP Solutions?
Get expert VoIP services and local support. We’ll integrate your cloud-based phone system with your entire technology environment. Contact us today for a free consultation.
This Article has been Republished with Permission from The Technology Press.
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