Is there anything that technology cannot do? In many ways, the answer is a resounding no. After all, technology put us on the moon. Technology eradicated smallpox all throughout the world. Technology allows us access to lifesaving medical treatments, to job opportunities the world over, and to a wealth of information all at our fingertips. We use technology in our personal lives and our professional ones alike, and a world without technology would, at this point, look quite virtually unrecognizable.
Of course, it only makes sense that technology would be now used to help companies and places of business engage with their customers in a deeper and more meaningful way. After all, using tools like a hosted phone system or hybrid phone system has become hugely popular in the customer service world, and is one for which the payoff has been great. This is something that can largely be attributed to the way that customers operate.
While many might think that the era of talking on phones is long gone and well over, anyone who has worked with any type of hosted phone system or VOIP system can tell you that this is very much not the case. And the data that has been gathered on the subject more than backs this up. After all, still nearly half of all customers in the country of the United States (around 46% of them, to be just a little bit more exact) are looking to talk to a customer service representative as directly as is possible when they have a complaint to make (or are disputing something that they have been charged with). It is often simply easier to make contact with a customer service representative through a hosted phone system, as this can allow the root of the problem to be more openly discussed. While SMS messaging services still of course have their place, any big problem should likely be dealt with through a hosted phone system or any of the other phone systems (such as hybrid phone systems) that might be in place.
But technologies like the typical hosted phone system are actually idea for all customer interactions. In any case, it is important to let customers know that the hosted phone system is an option to them as a way to contact a customer service representative. This step might seem not all that important when this is far from the truth. Having a hosted phone system in place will lead to better customer satisfaction ratings, with more than 65% of all customer reporting higher levels of satisfaction with a company, business, or service, when they are able to talk to the customer service reps in question all over the phone. This, of course, will lead to better business at the end of the day – and more returning customers who are likely to spend more and more money at the place of business in question, especially as time passes on. Data that was gathered back in the year of 2016 even shows that only about one quarter of customers are okay without a phone system in place, content to just message a customer service rep or email them when they have any kind of concern. More than a whopping 65% said that they very much preferred the phone over all other forms of communication.
Of course, for a hosted phone system to work, the hosted phone system must work well. The same home true for VOIP phone systems and hybrid phone systems – or any other type of phone system that might be in play for any particular company or place of business. Hosted phone systems should always have clear audio, as this is the most critical aspect of allowing a customer to easily and readily communicate with any given company. In addition to this, it is important that the system flows well with the amount of work it has been given. Dropped calls and other issues are, as you might have already guessed, to be avoided whenever it is possible in order to maintain good relationships with all customers.