Tag Archives: VOIP

VOIP Opens Doors for Professional Parents

VOIP enables working parents to telecommute while staying home with their kids.

In our society, it’s generally agreed that a fulfilling life is one where you can rock at your career and be a parent at the same time, but sometimes the two do not overlap well. Being a dedicated professional and being a good parent shouldn’t be mutually exclusive, especially since to be a good parent, you usually need to have a good job. The business world, in its own way, has waffled between seeing parents as steady reliable workers or as non-team-players. But the real problem is not that parents are more or less dedicated (everyone has their unique work style), it’s that parents can’t be in two places at once. Until now.

VOIP Parents Can Be in Two Places at Once

Traditionally, professional parents have had to make tough decisions. They have to choose when to come back to work after a new baby is born. They have to choose which spouse takes sick time off work when a child is ill. And for single parents, these choices are even more difficult. But often the problems associated with being a parent aren’t about not being dedicated, they’re about not being able to come into the office. This is exactly why VOIP along with sister-software on the cloud are opening doors for professional parents to finally do the impossible: To stay home with the kids and show up for work at the same time.

VOIP Telecommuting When a Child is Sick

When a child is too sick to go to school, a parent must stay home to take care of them. Especially if they can’t find a babysitter or don’t have a retired grandparent available for the task. The child must be comforted, fed nourishing food, and monitored for ‘go to the hospital’ symptoms. But other than that? The child is home napping in bed or watching cartoons in a semi-awake state and the parent is left… cleaning the house? Balancing their checkbook? Weeding the garden?

Trust us, we know that most parents with a napping child home sick would rather be tearing through their work to-do list. With VOIP, a parent can now set up their home office to take the calls they would usually take and collaborate on their ongoing projects with little to no interruption. They can answer the phone for their regular clients and even participate in staff meetings, all while also responsibly home with their sick child.

VOIP Telecommuting With a New Baby

In fact, even parents of newborns can take advantage of the ability to smoothly telecommute with a VOIP platform. Parents who have just brought home a new infant will go through that hallmark hectic sleep-deprived time when their brains are nothing but adrenalin and oxytocin. But once the baby starts sleeping through the night, often there are several hours a day where nursing mothers and bonding fathers have time to kill. They finally have enough sleep, the baby naps for up to 16 hours a day, and they’re left twiddling their thumbs.

When it’s not yet safe to head to the office but the house is quiet, this is where VOIP closes the gap. Parents who might be out of the office for another several months can come back and start picking up the slack from their understaffed team. They can get re-acquainted with projects making their later come-back easier and they can start re-engaging with clients, taking service calls, and managing projects in a way that is beneficial to both the company and the professional parents. The company gets their team back together early with one telecommuting member, the parent gets to refresh their mind from baby-time, and the team gets a few adorable pictures and video chats of a smiling baby to warm hearts and boost morale.

VOIP is the Key to Work-Life Balance for Professional Parents

Companies are always looking for new ways to improve employee work-life balance while getting more productivity from the team, not less. And VOIP is the key. VOIP unifies your phone and communication systems so that no matter where employees are located, they can jump in as if they were sitting right in the office. And while employers might be thinking “This will be great for business trips and unifying multiple offices,” VOIP is also the solution for parents. So they can clock in hours even when they’re home taking care of a child.

Finally, being a good parent doesn’t have to occasionally clash with being a dedicated professional. Because parents can finally be in two places at once, without even switching their phone number. Contact us today to discover how setting up VOIP for your business can keep your professional parents engaged and happily clocking hours even when family obligation takes them out of the office.

Are VoIP Services Included In Your Customer Support Strategy? (Part 2)

Business woman on the go using her mobile phone to resolve problems with customer support

Having the right tools is key to delivering the best possible service to customers.

In our previous blog, we talked about VoIP services and other features that can be included in a business’s customer support strategy that can be used to provide high-quality services. There are various other features and components that a business can use in call centers and other customer service areas to provide an overall better experience for customers and clients.

Customer Self-Service

Today, many customers appreciate the opportunity to resolve some of their smaller issues on their own without having to call into a help desk. This is why it is becoming important for businesses and organizations to find customer support software that includes self-service options. A self-service option will give your customers the ability to find answers to some of the common problems they are having with a product or service.

Your customers will be able to obtain control over their problems by searching through the self-service option. When customers are having problems that other customers have been able to resolve, the community feature of a self-service customer portal can be very useful. Customers will be able to share their experience with the problem and share details about how they resolved the problem.

A self-service option will be convenient for the customers because they will be able to attempt to resolve the problem at their own speed and at their own pace.

Mobility

We are all aware of how important mobility has become. Customers love being able to use systems and software that do not require them to be sitting in front of a desktop computer in order to access it. Being able to resolve problems while being active and mobile can be a difference-maker for customers. Many of your customers will use your products and your services while they are out of their homes or out of the office, and they will often use the products and services on a mobile device.

If customers are using their devices to access your products and services, the chances are high that they will likely use the mobile device to reach out to you when they need assistance. This is why we recommend using customer support software that will allow customers to contact you through their mobile devices. If customers are accessing what you offer through a mobile device, they should be able to be assisted by your customer support team or access the self-service portal through that same device.

You will need customer support software that will provide you with the ability to notice which customers may need more assistance than others. Unfortunately, many customers do not receive the help they need and they will not contact the customer support team again because they did not receive the help they needed the first time.

Customers will become upset or distressed due to the lack of support. This is why it is a good idea to use various measurements in your customer support software so you can identify the customers who will need your agents to put in additional time and effort to assist those customers.

Customer support software that reports in real-time will allow you to stay in the loop on everything that is going on within your system. It will be easier for you to understand how impactful the features and components are. You will also be able to identify any weak points. Your customer support software will become a cornerstone of your business or organization. It is important that you look for features that will allow you to provide a high level of customer support for your customers.

There are many things you will need to look for when it comes to customer support software, but we hope the features we have shared with you today can give you a better idea of what you should look for while you are on your way to revamping your customer support system.

What features in customer support software do you think your business can use to provide a better customer experience? Contact us today for more information on VoIP service and help desk services.

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.

The Four VOIP Features Most Used in the Office

Close up focus on call center headset device at VOIP system on telephone with virtual interface of communication at office desk

How much more efficient would you be if you had all these features?

Internet phones go by many names. Cloud phone, VOIP, and Unified Communications (UC) just to name a few. But no matter how you say it, phones that work over the internet instead of through the old phone system are undeniably useful. Numbers follow you over multiple devices and calls can be managed through advanced software features.

In the business world, VOIP is even more useful because of the flexibility and control over communications that internet calling has to offer. After all, everything else is on the internet. But how does a switch to VOIP influence your every-day office experience? A good way to measure that is in the top four VOIP features most used around the office.

Voicemail to Email

Checking voicemail is a time-honored hassle. This usually involves calling the voicemail service and listening through every single message. Then, if you want information from the voicemail, you have to listen closely and sometimes play the message several times to take notes.

VOIP makes this easy with the message being saved as a file attachment in your email.   In other words, you can finally check your voicemail by skimming your email. You can catch names, numbers, and details without having to be in the office. So it’s no surprise this is the most popular VOIP feature used every day in the office.

Find-Me Call Forwarding

The next most popular feature is based on device flexibility. A VOIP number can call to and be answered on any device with internet access and the right software installed. This means you can answer a work number from your cellphone, your home office, or multiple business locations as you travel.

Find-me, follow-me is the name of the feature that rings all of your devices to “find you” when a call has come through your VOIP number. This feature often prioritizes whichever device you are most likely to be using to ring first. In daily office life, this kind of smart call forwarding gives professionals the ability to leave the office without missing calls and to have one work number instead of multiple location-based numbers.

Availability Scheduling

One of the best features of VOIP for the modern professional is the ability to build a schedule. With availability scheduling, you can indicate which device to ring based on the weekday and hour. You can also block out times where you are not available at your work number so that your cell doesn’t try to “find you” for work calls during the night or on weekends.

This kind of scheduling can also be used for dynamic call management. You can change which voicemail plays based on a schedule and multiple people can even share a work number based on there availability.

Call Routing

While the previous features are useful for individuals, call routing is the most used feature for business infrastructure. Thousands of businesses distribute customer service and inter-office calls using VOIP’s inherent call routing capabilities. Not only can internet phones be used for call pools and cues, but the software nature of VOIP allows businesses to write custom call routing protocols for every communication model.

Call routing provides for everything from cloud-based office switchboards to virtual call-centers of remote technicians.

For a modern business looking to the future of business communication, VOIP is an essential technology. Voice communication should be handled through the cloud. The possibilities are endless when every device and business location keeps you equally connected to your network, both internal and external.

If your business is ready to choose a new communication infrastructure, consider the power and potential of internet phones. Contact us today for an initial consultation.