Cloud Telephony Benefits for Your Customers
How is your customer experience?
According to the Institute of Customer Service, the UK Customer Satisfaction Index has dropped yet again. That presents opportunity for your organisation to gain a competitive advantage in this area, regardless of what industry you’re in. It’s a chance to capitalise and deliver more value to your customers and prospects.
Many businesses have already adopted cloud telephony but those who are yet to make the transition should consider their options as traditional copper phone lines have and will continue to be phased out during 2025.
Not only will you be protecting your business from legacy systems, but we discuss how cloud telephony can offer many benefits to your employees, operations and your customers.
Can cloud telephony benefit your customers?
Cloud phone systems are often promoted through the lens of saving time and money for businesses, but it’s vital to understand that it also benefits customers. If you’re saving time, you’ve got more time to provide those personalised experiences today’s consumers demand.
It’s also a proven way to grow your business. Today, 71% of customers expect personalised interactions, and if you’re not doing that, they’ll turn elsewhere. Cloud telephony bolsters security for your customers, enables personalisation and ensures your customers can reach you anywhere at any time.
Cloud telephony assists with streamlining how you communicate like never before, and that’s key to transforming your customer experience.
How cloud telephony can improve customer experience
Your customers are your community, and growing your business means serving that community. If you’re still on the fence about cloud telephony, focus not on the business benefits but on the customer experience benefits. Approximately 86% of buyers are willing to pay more for that great experience.
At Matrix247, we can build a bespoke cloud telephony solution for your business that directly benefits your customers. We’ll assess their needs and how they interact with your business in order to curate the perfect solution.
So, what advantages await your customers if you decide to upgrade to a cloud phone system?
Omnichannel communication
Cloud telephony unifies every communication channel as part of one system. Whether that’s email, instant messaging, or traditional phone calls, everything is in one place. Even if your customers deal with multiple agents, all prior interactions become instantly available, so you’re not sending your clients around in circles.
It’s also ideal for preventing frustrating missed communications because everything is accessible to your agents in the same location.
Immediate customer data access
Since cloud telephony can be integrated into your CRM systems, you’ve already got information on their history, preferences and any previous interactions, benefiting first-call resolution rates.
Rapid problem resolution
The mark of an incredible customer experience is being able to solve problems quickly. No customer wants to wait on hold or call multiple times to get an answer to a problem.
Cloud telephony reduces handling times and ensures customers aren’t constantly having to call back later.
For more simple problems that don’t necessarily require the intervention of an agent, cloud telephony includes Interactive Voice Response (IVR). IVR enables customers to deal with some of the most common issues in minutes without waiting for an agent, which, of course, keeps your lines clear to deal with more complex issues.
Make personalisation your hallmark
Personalisation goes above and beyond the standardised customer experience. Everyone would love to have a personalised relationship with each customer, but it wasn’t practical in the past. Technologies like cloud telephony have enabled all businesses to have personalised interactions because every agent has detailed client information immediately available to them.
Even if your agent has never spoken to a particular customer before, they already know about every previous interaction. It’s this information that empowers not only a higher standard of service but also provides the foundation for upselling and cross-selling.
In other words, it’s a win-win for everybody!
Frictionless call management
Customers want to call your company and get an answer to their problem. They don’t want to be passed around between multiple agents and departments.
Cloud phone systems include integration features like call logging and call routing to make it easier for firms to manage calls better. These features let you direct calls appropriately, ensuring that customers are directed to the most qualified person instantly.
24/7 support
Round-the-clock support is something more customers than ever expect. The traditional 9-5 opening hours are frustrating and lead to dissatisfied customers. Of course, servicing this need is costly and time-consuming for many firms, making it impractical.
UK firms with an international presence can finally offer 24/7 support to give them a competitive edge. Automatic call routing allows communications to be directed to available agents based on time zones or to activate AI-powered virtual assistants.
Some companies also utilise virtual numbers to allow customers to call them on a local number without worrying about paying expensive international roaming charges.
First Call, First Solution
Speed is of the essence, reducing how much time customers spend on the phone with you without having a negative impact on their outcome or experience. Nobody wants to call three or four times for an update on what’s going on.
Cloud phone systems bolster first-call resolution rates because agents have real-time data that allows them to fix problems on the first call. They don’t have to disconnect to search for information or ask another agent how to solve a problem, because skill-based call routing means customers are already in touch with the most qualified person.
Always available
Any business that’s experienced problems with its hardware knows how costly this can be. Since cloud telephony requires no hardware and is hosted on reliable servers, you’ve got a solution that minimises your downtime.
Uninterrupted service means your customer base never has to worry that you won’t be there to serve. Moreover, crystal-clear HD voice quality means your agents and customers won’t suffer unwanted communication issues.
Cloud telephony is the undisputed market leader in terms of uptime and reliability compared to all other forms of communication. That’s why more companies are turning to cloud-based communication.
Change may seem daunting but with the right partner you can embrace modern technologies to gain a competitive advantage. Work with experts at Matrix247 to make your upgrade simple. To learn more about cloud telephony, contact us today.
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