Tag Archives: customer service

The Top Benefits of VoIP Analytics

VoIP Analytics VoIP Business Phone Systems have changed the way companies communicate. VoIP offers features such as mobility, scalability, and cost savings. However, one of the most overlooked features is VoIP analytics. VoIP analytics is the study of your voice processes in order to gain actionable insights. It is one of VoIP’s most powerful tools, because it allows a business to not only monitor but act on data-based insights.

VoIP analytics is especially powerful for sales based companies. VoIP allows you insights into employee performance, sales campaigns, average customer sentiment, etc. Once you have access to the data, the possibilities are endless.

VoIP Analytics Data

VoIP Analytics gives you access to the following data points:

·         Number of calls answered during a given time

·         Recognizing time-frames when phone traffic spikes

·         Geographic location of calls

·         Time duration of calls

·         Average customer wait-period

Craft a better calling experience

The biggest benefit of VoIP analytics is probably in the customer service department. Sales managers, by using the data from analytics, can better hone their strategies. For example, by knowing their customer’s call patterns, they can find ways to reduce wait-periods.

Showcase customer trends

One of the other benefits of VoIP call analytics is that you can record and play back as many different calls as you want to.

When it comes to VoIP call analytics, you can record and hear back to multiple calls as you require. Sales managers can search keywords such as ‘cancel’ and listen to all the calls containing their search. This is a powerful feature, as it can help elucidate trends.

Thanks to VoIP analytics companies don’t have to rely solely on customer feedback surveys if they want to gather trends on their business. If you have any business phone system questions, please contact us. You can also follow us on LinkedIn.

Useful Call Transfer Tips

call transferOne of the most useful—and taken for granted—features of most business phone systems is call transfer. Call transfer is important to the general cohesion of a company. However, perhaps the most important benefit of call transfer is that you can route you customers to the appropriate department. Transferring customers effectively can drastically improve your customer satisfaction levels. The two most common types of call transfers are blind and warm transfers. Below, we’ll delve into the specifics of both.

Blind Call Transfer

A blind call transfer is when you transfer the call to a different phone or person without speaking to that person first. You merely answer the call, figure out who the customer needs to speak to, then transfer it to the proper person.

Blind transfers are great for customers seeking basic information. By using a blind transfer to send these callers onward, the customer spends less time on hold. Blind transfers are also useful when shorthanded and you require help assisting customers.

Warm Call Transfer

Warm (or Attended) call transfers occur when you need to provide information to the person you are transferring the call to. As opposed to blind transfers, you don’t simply transfer the call along and hang up. Instead, you put the customer on hold and then dial up the person you wish to transfer the customer to. Then, you can brief them on whatever issue the customer is having.

Warm call transfers are especially useful if your customers experience varied issues. They also provide higher levels of service; when the receptionist can brief the appropriate colleague on the customers’ issue, the customer doesn’t have to spend time re-explaining their problem.

Knowing how to take advantage of call transfer can improve the general cohesion of your company. At the same time, it can also improve your customer satisfaction levels. If you have any questions regarding business phone systems, please contact Advanced Communication Systems today at 800-750-3624. You can also follow us on Facebook.

Automated Self-Serv Customer Service – Worth It?

Automated Customer Service
Customer service is about talking to as many clients as possible while providing them with the best ways to meet their needs.

Many companies and private ventures use self-service options for their telephone systems.  These allow customers to choose from a set of options that cover the vast majority of the topics of those calls.  On the other hand, painting customers and their needs in such broad strokes is highly impersonal and may lead to the customer feeling unvalued.  Customer service is about talking to as many clients as possible while providing them with the best ways to meet their needs.  Making this choice will determine how you interact with customers on all levels.

Press “1” for Positive Aspects

An automated call center can streamline most customer service situations.  Not every phone call is going to come through clearly, and having a person on the other end trying to hear unclear messages can muddle orders or confuse the people for whom those messages are intended.  In addition, a person can only handle one call at a time without placing someone on hold.  If calls start to pile up, a human service can become overwhelmed on a busy day.  A digital call service can handle more calls at once and organize them by the time the original call came through, which can help prioritize orders and provide records for future service needs.

Press “2” for Negative Aspects

Customer service is designed around human interaction.  When people want to speak to a person, a robotic voice makes for a poor substitute.  In addition, a computer can only handle so many options.  There are only ten numbered buttons on phones, and one of them is usually reserved for calling a person anyway.  Plus, shuffling through a multitude of menus is confusing on a phone system, where keeping track of every option can be a chore for the caller.  You will also need to choose a provider if you don’t have the ability to set up your own options.  Changing this provider is more complicated than using humans as contact points, since you can end up with significant downtime between terminating the contract and installing a new service.

Press “8” to Weigh Options

It is possible to use a blended system, letting the machine guide calls to waiting people in order to segment and organize the calls by topic.  This is only practical in large companies that provide a great number of services, though.  A simple automated option is a good choice for small businesses that take only so many calls per day.  Larger businesses should probably invest in a proper call center in order to meet their customers’ more diverse needs.

Press “0” for the Operator

Advanced Communications Solutions is happy to help you choose the best phone system for your home and office.  We can help you no matter what you need.

For more information, call us at 1-800-750-3624 or visit BuyTelephoneSystem.com today for all of your telephone and telecommunications needs.  You can also follow Advanced Communication Systems on FacebookTwitterLinkedIn, and Google+ to stay up to date with all of the latest developments and news in communication systems.

Better Customer Service with Avaya

Customer Service Avaya
Customer service can make or a break a business, and bad experiences can be shared instantaneously with social media.

Customer service can make or a break a business, and bad experiences can be shared instantaneously with social media.

A recent study suggests that 70 percent of consumers expect to be treated uniquely, and 92 percent expect a company to be proactive in their engagement. To provide better customer service, a company has to throw the old playbook out the window, and find ways to improve connections with customers.

Providing Customers with Better Service

In order for a business to provide better customer service, it needs to equip its employees with the right tools. Companies like Avaya, that provide engagement solutions, help your employees effectively communicate. The new breed of business client wants a fast and easy solution, and if you don’t provide that, your competitor just gained a sale. Leaders realize that an employee can only reach expectations with the proper resources, and companies looking to maximize its customer service efforts invest in communication solutions like those provided by Avaya. Continue reading Better Customer Service with Avaya

Customer Service, Customer Retention, and the Link Between Them

Customer Service Customer RetentionIt should come as no surprise that customers are the life of any company.  The consumer is what makes and defines a company in most economic aspects.  Naturally, a business that can serve its customers well will retain and expand its loyal base and earn more as a result.  The opposite is true: a company that treats its customers poorly will lose clients and profits.

Behind Consumer Thought: The Importance of Customer Service

According to one study, a single negative meeting with a patron can send up to 90 percent of a business’ customer base running to a competitor.  The same study also showed that 86 percent of a purchasing base is willing to spend a little extra for a better experience.  This means that a service that costs more but represents itself well to its patrons will perform much better financially than a business that doesn’t go out of its way to make the client feel welcome in order to save itself some money.  The adage “spend money to make money” applies here, as does “the customer comes first.”  People want to be treated like people, not tallies for sales numbers.  In addition, with the massive bloom of service-rating websites such as Yelp, the ability to spread the word about a given company’s business practices and consumer care has drastically increased.  Word-of-mouth is now word-of-keyboard, as people will post their experiences to as many social media websites as they can subscribe to.  Their bad word spreads faster than ever, which can lead to the deaths of smaller franchises just trying to make a living.  However, their praise spread just as fast, and this can draw in customers very effectively.  In fact, using the good word of repeat customers is a great marketing tool that latches onto potential patrons’ sense of community instead of just blaring deal after deal out through commercials.

Customer Retention

Retaining customers means repeat business and what amounts to free advertising for businesses, which in turn raises profits and allows the business to serve the customers even more readily.  There are a number of ways to make sure the customer feels welcome enough to stay with a company.  Assertive investigation into competitors’ strategies and customer satisfaction can open the doors to new ideas.  Making sure the employees—the eyes and mouths of the business—are doing their jobs courteously will draw in customers, and listening to those employees’ ideas can show that the business at large cares for people.  Social media awareness can really impact a brand.  Read what your consumers are saying and make adjustments accordingly.  Finally, reward loyalty with worthwhile benefits distributed at reasonable intervals to incite repeat consumption.

About Advanced Communication Systems

Advanced Communication Systems is located in Maryland but serves the country by providing a great array communications knowledge and products.  For more information about Advanced Communication Systems, call 1-800-750-3624, visit BuyTelephoneSystem.com, or follow the ACS Facebook, Twitter, LinkedIn, or Google+ accounts.

Bah Humbug! ‘Tis the Season for Bad Customer Service

Bad Customer Service‘Tis the season to…lose business? Well, that could be the case if you do not properly manage increased call volume during the holiday season. According to a Qmatic study, it only takes one bad brand interaction (bad customer service) to send 90% of customer running for the hills. So tread lightly this holiday season. Make sure you are properly staffed and, most importantly, make sure you are properly equipped to handle the increased demand.

‘Tis the Season for Bad Customer Service

In order to handle increased call volumes this holiday season, you need the right technology to back you up. You need Avaya! Below are just a few examples of Avaya technology that could help:

  1. Avaya Desk Phone: This desk phone is designed for people who answer incoming calls, transfer customers, and monitor several lines throughout the day. Click Here to learn more about the Avaya 1416 desk phone.
  2. Avaya IP Office: By using an IP Office system, your entire organization will have access to one of the most unified and sophisticated communication services in the industry. Click Here to learn more about the benefits of Avaya IP Office.
  3. And More!

We know…we know, you don’t have enough money in the budget to invest in new technology, right? Well, what if we told you that 81% of companies with solid customer initiatives in place saw significant profit increases in the last 12 months? What if we told you that 86% of customers are willing to spend more to get a better experience?

“Change is inevitable and necessary for companies that wish to succeed,” explained Avaya.com blogger Davide Pertamala.

Advanced Communication Systems, an Avaya Connect Partner

Avaya works with thousands of Avaya Connect Partners to give you alternative ways to access Avaya solutions through knowledgeable local providers, like Advanced Communication Systems. We have experience in every major industry sector and business size, from small businesses to Fortune 500 companies, and can help you select the right phone system for your business.

If you have any questions about better managing high call volume and increasing customer service, please contact Advanced Communication Systems at 1-800-750-3624 or visit BuyTelephoneSystem.com today!  You can also follow Advanced Communication Systems on FacebookTwitterLinkedIn, and Google+.

Do You Get Complaints about Customer Service?

Every company is on a mission to provide its customers with the best service available, but is yours falling behind? Customers and clients routinely call in to your business to ask about products, services, corrections to bills, technology issues, you name it! But with the frequency of these calls can also come a frequency of complaints about the kind of customer service they are met with when they pick up the phone. What are the top complaints about customer service calls, and how can your business address them successfully? Read on to find out more.

Let Me Put You On Hold…

Probably the most-hated six words in the customer service world. Customers hate to be put on hold, or, more specifically, they hate long hold times. A short time is generally understandable, but when the minutes start ticking away and they still have not heard back from you, customers start to feel like you are wasting their valuable time. There are several ways to cut down on hold times and improve your customers’ experience with your company. First and foremost, you need a reliable telecommunication system that can get your customer connected with the exact representative they need right off the bat. You can also consider using automated systems for the small, simple issues (i.e. checking an account or profile, conducting a simple transaction) so that customers are not kept on the line waiting to be talked through a relatively simple process.

Let Me Transfer You…

Another unpopular phrase. Having to transfer a caller once from a reception line to an individual’s office may be understandable, but if your customer gets switched back and forth to different people over and over, it can be frustrating and irritating for them. Make sure that your telecommunication system is set up so that everyone is easily accessible. You want to make your customer’s experience as quick, efficient, and seamless as possible.

Want to set up a reliable telecommunication system for your office to improve customer service? Contact Advanced Communication Systems today!

Call Center Complaints

All About Advanced Communication Systems

Advanced Communication Systems, located in Maryland, is a national vendor of a wide variety of telecommunications products. We are here to help you select the communication system for your business.

And we have experience in every major industry sector and business size.

For more information, please contact Advanced Communication Solutions by calling 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+ to stay up to date with all of the latest developments and news in communication systems.

Source:

http://info.datel-group.com/blog/bid/329489/The-5-Biggest-Customer-Service-Complaints

Tips for Proper Professional Phone Etiquette

When it comes to your business communication, one of the most important aspects to consider is your customer service. In offices everywhere, the primary form of communication with customers and clients is still the phone. Calling someone on the phone has many advantages over sending them an email: You have the benefit of speaking one-on-one in real time, you can ask questions as they come up, and you can solidify your relationship with your client. But do all of your employees know their proper professional phone etiquette? Advanced Communication Systems has the essential tips for them to follow.

When you answer your work phone, the first thing you should do is identify yourself, your company, and any particular division of the company you might be working for. For example, one might say “Hello, thank you for calling Advanced Communication Systems, this is John speaking. May I assist you with information on Avaya products?” By doing this, you not only confirm for the caller that they have contacted the correct person and department, but you also help promote your company’s brand name and solidify this in your clients’ minds.

Another element of a business call you should always be aware of is your tone of voice. Even when a caller might be feeling frustrated, confused, or even angered, the best way for you to address this is by maintaining a calm, friendly, and interested tone. This lets your customers know that they have your attention and concern and that they can rely on you to get the information and assistance that they need.

In any professional call, it might become necessary to put a caller on hold or on speaker phone. Profession phone etiquette indicates that you should always ask the caller first before doing this; this is especially important for speaker phone conversations when other employees from your company might be listening in and offering their own counsel to a caller.

Maintaining professional phone etiquette is simple when you remember the basic rules. In order to improve your business communication and customer service, practice good phone habits and rely on a top-notch communications system from Advanced Communication Systems!

phone etiquette

Advanced Communication Systems, located in Maryland, is a national vendor of a wide variety of telecommunications products. We are here to help you select the communication system for your business.

And we have experience in every major industry sector and business size.

For more information, please contact Advanced Communication Solutions by calling 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+ to stay up to date with all of the latest developments and news in communication systems.

Source: http://smallbusiness.chron.com/proper-business-telephone-etiquette-2872.html

Great Companies need Great Customer Service. Avaya can help!

Customer Service AvayaIt takes a lot of time and effort for a company to attract prospective clients. However, it takes just one bad experience to undo all of that hard work. According to the Qmatic study, it only takes one bad brand interaction to send 90% of customer running for the hills. So we cannot emphasize the importance of quality customer service enough. Avaya can help!

The aforementioned Qmatic study also found that 86% of customers are willing to spend more to get a better experience. This means it is well worth your company’s time and money to invest in more up-to-date communication technology. This will not only help you improve customer service, but also gain an edge over the competition.

“Change is inevitable and necessary for companies that wish to succeed,” explained Avaya.com blogger Davide Pertamala. “One thing is for sure: We no longer live in a world of only voicemail and email communications.”

  1. Avaya Desk Phone: This desk phone is designed for people who answer incoming calls, transfer customers, and monitor several lines throughout the day. Click Here to learn more about the Avaya 1416 desk phone.
  2. Videoconferencing: With the help of Avaya Scopia, the power of videoconferencing is in the palm of your hands, which is great with today’s increasing mobile workforce. Click Here to learn more about the future of videoconferencing.
  3. Avaya IP Office: By using an IP Office system, your entire organization will have access to one of the most unified and sophisticated communication services in the industry. Click Here to learn more about the benefits of Avaya IP Office.

Want to learn more about Avaya?

Advanced Communication Systems, located in Maryland, is a national vendor of Avaya and Cisco telecommunications products. We are here to help you select the communication system for your business. We have experience in every major industry sector and business size, from small businesses to Fortune 500 companies.

If you have any questions about how Avaya can help improve Customer Service, please contact Advanced Communication Systems at 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+.

Optimize your Help Desk with Avaya and Improve Customer Service

Avaya Customer ServiceAre your customer service reps sufficiently servicing your customers? It is a question every business owner has to ask. Communication and customer service are the pillars of any successful business, after all. Unfortunately, giving the customer everything they want isn’t always easy. They want answers and they want them faster than a speeding bullet. However, customers also want to minimize their interactions with live customer service representatives, which is quite the dilemma for most business owners. How do you optimize your customer service without sacrificing customer experience?

Optimize your Help Desk with Avaya and Improve Customer Service

In the article, “Live Help Tech: Less Obstacles; Better Continuity,” Avaya.com blogger Michelle Brusyo discusses the pitfalls of customer service and the Avaya solutions that can help.

“Reps across fields are encountering roadblocks as they attempt to consolidate knowledge bases and search for a way to quickly access relevant customer information without unreasonably lengthening interactions,” writes Brusyo, “while a lack of call center training has many staff members unprepared to get the most out of customer service tools.”

These customer service issues are only worsened as technology grows. Now consumers expect flawless service in stores and online. According to Contact Solutions CEO Michael Boustridge, “consumers are fundamentally unhappy with the state of customer service, especially when it comes to their mobile service interactions.”

Your company must develop a customer service strategy that effectively meets the needs of consumers while providing them with a positive, interactive engagement with the brand. Avaya can help!

Is Avaya Right for your Business?

Advanced Communication Systems is a national vendor of Avaya telecommunications products. We are here to help you select the right communication system – from traditional PRI to Unified Communications to VoIP and more – for your business and your budget. If you are interested in learning more about the benefits of an Avaya Phone System, please contact Advanced Communication Systems at 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+.