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5 Ways Unified Communications Can Improve Customer Service

11/15/2018

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By Joe Cron, v Chief Technology Officer, LBMC Technology Solutions

In this day and age, customer service can make or break a company. If someone has a bad experience, it can result in bad reviews, lost business, and negative sales. The number one way to avoid this is to ensure that customers are having the best possible experience from all avenues - That starts with the way that customers communicate with a company. By switching to a Unified Communications system with all communication channels on one platform, businesses can set themselves up for success while improving customer service.

Here are 5 ways that Unified Communications can boost customer service.

Telephone Voice Prompts 

My dad always said, “You only have one chance to make a great first impression.” And this is true even for businesses. There is nothing more frustrating than calling a business and being placed on hold for what seems like hours until you can be helped. By utilizing a voice prompt system, customers can call in and quickly be routed to the person or department they need. This saves time for the caller, but more importantly, it saves frustration and gives a great first impression.  

Instant Message Chat Features 

I absolutely love when I go to a website and a chat box pops up and asks me if I need help. Chances are, I do. And chances are, this has moved the business with this feature up a notch in my book. By hosting a chat feature on your website, customers can be helped much more easily.

Central Inbox for All Messages

Returning to the workday to find all of the after-hour messages in one inbox sounds like something that isn’t a very big deal, right? Wrong. By consolidating all of the voice mails, emails, and other messages into one central inbox, your team can respond to the inquiries much more quickly.

Team Mobility

A unified communication system allows employees to be more mobile than a standard phone system. Team members can change their voicemail messages, answer calls, and work from anywhere around the world. This flexibility makes employees much happier. And happier employees means happier customers.

Conferencing Capabilities

Turn a standard call with clients into a conferencing experience with robust collaboration tools. Unified communications makes audio, video and file even easier. This saves money on travel costs for in person meetings, and it also allows your team to collaborate with their clients in a much more effective way.

Are you ready to take your business communication to the next level? Do you have questions about how to adapt your existing system to a Unified Communication platform? Send us an email at info@lbmctech.com to learn more.