The List of VoIP Service Offerings and Features Continues to Grow
VoIP service subscribers have access to a growing list of advanced features to improve business processes.
Subscribers to VoIP and other SaaS solutions are benefiting from the continual innovation and the growing interest in the cloud-based service environment. Many new advancements in the types and quality of VoIP service offerings have emerged recently.
One of the advantages of VoIP services is the web-based dashboard that most companies offer for controlling advanced call features and call analytics. One of the most used features is an auto attendant, which lets companies present a prerecorded message with various menu options for customers to select based what they are calling for.
The purpose of implementing an auto attendant is two-fold: First, it is supposed to reduce the amount of time that customer service agents spend handling common problems, thereby freeing them up to work on more complex customer service issues. Second, it should reduce the amount of time that customers have to spend on the phone. It should therefore increase both employee productivity and customer satisfaction.
VoIP and auto attendant service offerings are becoming more responsive
Take Knowlarity for example. The company recently released the Super Receptionist App, which lets users search for phone numbers, track sales leads, and view call records from a smartphone. Obviously, this app appeals to business users who spend a lot of time on the road. Basically, it is an auto attendant service that can be completely customized from a moblie phone, making quick changes possible.
The app lets you track entire business communication records in real-time from a mobile dashboard. It has built-in data analysis techniques and displays indicators of business efficiency and responsiveness to customer requests. All of these indicators are displayed in easy-to-read infographics within the app.
Another company (CallPromise) is tackling a problem that many consumers dread: getting stuck in ‘voicemail hell’. Ever called into a company’s support line only to find a labyrinth of menus — and when you finally do get the option to talk to a real person, you are put on hold for what seems like forever?
According to Time Magazine, the average American spends 13 hours per year on hold — that’s 43 days spent on hold over the average lifetime! But the average wait time for one phone call is 56 seconds. CallPromise is hoping to change this: they offer in-call virtual queuing to let the customer know how much time they will be on hold, giving them the option to hangup and call back later to wait. That would be a fantastic addition to any auto attendant service.
CallPromise is partnering with another company, GetHuman, to offer a service wherein a customer could enter his or her phone number in a callback box online, and simply wait for the company to call him or her back. This is an interesting way for customers to avoid long wait times when they have a complex problem to resolve.
The key is to reduce call friction
Clearly, customers do not like to wait a long time on the phone waiting for support. Any way to reduce friction in phone-based customer service systems will help improve the customer’s overall experience with the company. One of the best ways to do this is to implement an auto attendant for your company.
Download our latest report to learn more about how companies can benefit from implementing an auto attendant.
If you are ready to go ahead with an auto attendant, be sure to review our list of best practices for implementation.
Or, if you have any questions/comments, please contact us — we’d be happy to help.