5 telephony features that improve customer satisfaction

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Routing is a term used to describe the directing of a telephone call. Telecom companies such as in2tel can create clever routing strategies that mean that calls should never go unanswered. It can be used for a single telephone number or an entire office block.

Examples:

A: A salesperson who works remotely

Your salesperson has a direct telephone line for customers. In the morning when he’s in the office, he wants calls to go to his computer. He then needs to go to a meeting, so based on his activity calls will then go to his junior. When he comes out of the meeting, he leaves the office and calls are then routed to his mobile phone.

B: International offices

If you have two offices, one in Ireland and one in Australia. When the Irish office closes at 6 pm, calls may hit your voicemail from 6 pm until the Australian office opens at 11 pm GMT. Calls will then be taken at the Australian office until it closes.

If you have the right strategy in place with the correct triggers to enable the automatic routing, you’ll find customers’ will always be answered and this should improve their satisfaction.

Freephone numbers

In Ireland, phone numbers that begin with 1800 are free to call for the caller. Instead, the receiver is charged. Businesses usually use freephone numbers to offer support or to sell, giving their customers a free method of telephone communication.

Call queues

No one likes being stuck in a queue, but the alternative is to not be answered at all. Call queues ensure that customers will eventually be heard and with the right features in place, can greatly improve customer satisfaction.

Queue announcements

Queue announcements tell customers their position in the queue, their expected wait time, or can direct them to self-help such as a support page. They increase the likelihood a customer will stay on the line and keep them informed rather than leaving them in the dark.

Queue callbacks

Your customer can register their phone number and when an agent is free, they will ring back. This reduces the need to wait on hold and the possibility of large phone charges.

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CRM integration

Customer relation management (CRM) is a process where a business administers its customer interactions. CRM platforms such as Salesforce, Zoho, Hubspot, and Dynamics automate most of this process.

When a customer calls, it’s possible to have their data ready to open on screen if they call from a registered number. This reduces the waiting time needed for both agent and the caller.

All calls can automatically be registered to the CRM system, and a record is created of how many times the contact has been dialled or has tried to dial the business.

This can be particularly useful to avoid spam calling customers by mistake. A block to a contacts record can automatically be put in place if the contact has hit the maximum amount of attempts.

IVR / Menus

Interactive voice response (IVR) is the phone menu you come across before being put through to a person. These can be used to route customers to the correct department or agent. This saves the customer from being put on hold and having to be switched from person to person until the correct agent is found.

Similar strategies can be put in place as mentioned with call routing. These can be based on time of day, skill sets, or call volumes.

We can help you increase customer satisfaction

in2tel can offer assistance with any of the above-mentioned features. We specialise in creating bespoke call routing solutions that can improve customer interactions and increase satisfaction levels.

If you would like to get in touch with us, feel free to use the live chat in the bottom right corner. Alternatively, call us for free on 1800 91 1800 or email sales@in2tel.ie