Are VoIP Services Included In Your Customer Support Strategy? (Part 1)

Voice-over-IP (VoIP) phones in a row in an office desk

In the service industry, having a VoIP system is critical in providing the best possible customer service.

As more technology and equipment are being added to meet the needs in our personal lives and business lives, the need for greater customer support will continue to be crucial.

The customer support or customer service software you are using will continue to be a vital piece of your success because it is becoming more than a system that assigns tickets to customers. Your customer support software should be an essential asset to your business due to its ability to hold a wealth of customer information.

As you begin to assess your customer-oriented strategies and your processes, there are various features and components you should look for as you begin to make changes to your customer support strategy. What are some of the features you should include in your customer support strategy?

Voice-over-IP(VoIP)

VoIP is one of the most popular tools that can be used to improve the interactions between your business and your clients/customers. With VoIP features on your side, you will have one of the best technologies to boost your customer support. VoIP services will provide your business with the ability to offer high-quality customer service.

Phone calls will always be an important part of customer service. As more businesses begin to use SaaS platforms and others, the impact of voice components will continue to change. This is where VoIP can make its grand entrance. Many businesses are using VoIP services to transfer phone calls, record phone calls, host conference calls, and more during a time where we do not see as many landline devices as we have seen in the past.

VoIP services can be used by businesses in all industries and of all sizes. VoIP will enable you to be available to your clients and customers at all times and respond in a timely manner. With VoIP features, you will be able to direct phone calls to the proper department in a timely manner. If your business performs in multiple areas across the globe, VoIP will be flexible enough to support all of your teams.

Ticketing System

What would the perfect customer support software for your business or organization consist of? Would it consist of a solution that would offer an effective way to manage tickets? Would it consist of a solution that would allow you to effectively interact with your customers? Did you know that an inbuilt ticketing system can be a mix of both of these features?

Yes, you can have a solution that will allow you to create customer support tickets through more than one channel. After the tickets have been created, you will be able to present the customer support tickets to your agents. As a result, you will see a decrease in the amount of time it takes to resolve the support tickets. When it does not take a significant amount of time to resolve one support ticket, your agents will be able to move on to the next ticket in a reasonable amount of time.

One of the most powerful tools you can have in your customer support software is what we refer to as tagging. When you have tags as a feature in your customer support software, you will be able to easily add more data to your tickets. After you have loaded the tickets with supplemental data, you will be able to customize workflow with the data you have loaded.

When a new ticket is loaded into your customer support system, the words that you have listed in the description will go through the system. Your customer support software will have the ability to scan each description that you have created and make a comparison to any tag that has previously been used. When the system locates the best matches for the tag, the new tags will be added to the ticket description.

For more information on VoIP services and other features that can impact your customer support strategy, please do not hesitate to contact us today.

Stay tuned for the second part of this blog that will address additional factors and components that can be included in your customer support strategy.

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