If you started your small business from scratch, chances are you may have made do with one phone for quite some time. As your business grows and evolves, so too should your phone system.
Despite the increasing popularity of message and web-based communication, phone calls are still the preferred mode of communication for consumers over 56 years old.
People aged between 40 and 55 rate phone calls as their second preferred method of contact, with the 18- to 39-year-old demographic rating it as their third preference. (1)
Here we explore some key benefits of upgrading to appropriate phone systems for small business owners:
Tailor made solutions
A major benefit of using a phone system designed for small businesses is the level of personalization available to you.
By considering all the available options, you can design a phone system that is as unique as your business is:
- IP desk phone systems are a good entry point for business owners new to digital phone systems. IP desk phones are very similar to traditional analog phone systems; however, they connect via the internet. They typically have excellent sound quality, can provide additional features, and enjoy an accessible price point.
- Softphone solutions are software-based alternatives to physical desk phones. They’re generally available across a range of devices. As an example, a worker could access softphone features such as instant chat, voice calls, and conferencing via their laptop, tablet, or smartphone.
- Unified communication options allow you to combine the benefits of desk- and softphone technology into one comprehensive package. a-based phones can work in tandem with communication software to provide unparalleled flexibility and detailed reporting.
As most phone systems rely on digital infrastructure, consider also having an emergency routing protocol to a mobile device in case of data interruption.
Not only can a phone system provide flexibility and save money on hardware, optional add-ons can make your business look and feel sleek.
- A virtual receptionist allows a digital assistant to greet callers with a prerecorded welcome message, and helps route them to the department they need. For example, the customer may be asked to press one for sales, two for customer support, etc. Even if your business is small, this feature can lend an air of legitimacy to your operations.
- Hold music is an often-overlooked part of the customer experience. Many system providers allow you to select your own hold audio, which you could use to play your business’s jingle, talk about promotions or products, or simply talk about your company. (2)
These premium features may seem small, but they can make a big difference in terms of how your company is perceived. Don’t underestimate the difference that installing a professional phone system can make.
Customer service improvements
By installing a phone system that suits your needs, you can improve the customer experience in more ways than one.
If you’re using softphone technology, your workers can answer calls no matter where they’re physically located, minimizing the risk of customer calls going unanswered.
If you’re using physical hardware phones, you can reduce customers’ time on hold by taking advantage of voice and data cabling options to install phones in high traffic areas in your business.
As an example, if you have a front desk and a warehouse, installing a phone in the warehouse can ensure customers get fast attention if they need to speak to someone “out back.” (2) (3)
One major benefit of many phone systems is the ability to program a “hunt group” feature. Hunt group is a function which allows calls to be routed to preprogrammed numbers, reducing the time it takes for them to be answered. There are four main ways hunt group can be programmed: (3)
- Simultaneous ring works by directing an incoming call to all numbers in a preprogrammed group at the same time.
- Regular ring occurs when a call is directed to the first preprogrammed number, moving onto the second, and so on, if the first is not answered. If no numbers are available to answer, the call will route to voicemail.
- Uniform ring will direct the incoming call to whichever preprogrammed line has been idle the longest. This helps distribute workload to avoid one person receiving all the calls.
- Circular ring is similar to regular ring; however, the call will not be routed to voicemail if nobody answers. If no workers are available to answer, the system will call the first preprogrammed number again and repeat the cycle. (4)
Installing a professional phone system at your small business can provide you and your workers with a high level of flexibility and improved customer service abilities. A professional phone system can even be integrated with your existing hardware (no fancy antenna required), saving you money.
Speak to a reputable dealer to discuss which packages might be suitable for your business, and start enjoying flexible communication options today.
- “Phone Statistics, The 2021 Edition: Are Businesses Still Using The Phone?”, Source: https://www.ringcentral.com/us/en/blog/phone-statistics/
- “Telstra Business Internet On Nbn And PSTN Section”, Source: https://www.telstra.com.au/content/dam/tcom/personal/consumer-advice/doc/business-a-full/telstrabusinessinternet.docx
- “Why Do Small Businesses Need Telephone Systems?”, Source: http://www.silver-lining.com/news/why-do-small-businesses-need-telephone-systems.html
- “What Is A Hunt Group And How Does It Benefit Your Business?”, Source: https://www.gradwell.com/blog/what-is-a-hunt-group/#:~:text=What%20is%20a%20hunt%20group%3F%20A%20hunt%20group,call.%20People%20in%20a%20group%20are%20called%20members.
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