How Technology Improves Customer Service

Having a customer-centric business strategy has never been more crucial due to technology providing a voice for the consumer. In order to satisfy your customers, and help gain repeat business, it’s wise to continually search for new ways to improve your customer service; asking the question “What could we do better?” Business solutions from Welcomm help you answer this question, solve common challenges and improve your service strategy.

“1 in 5 inbound calls are abandoned”

Improve Customer Service

Losing a call is a missed opportunity to support a customer or gain a sales lead. This does not bode well for a business’s customer service reputation or their bottom line. Moving to a cloud-based telephone system will not only bring quality and disaster recovery benefits, but it also opens up the opportunity to view how calls are being handled within your business, through products such as Akixi or SIP Trunk Call Manager. There is a growing requirement for more in-depth reporting to analyse who’s handling your calls in real-time, seeing which are dropped, abandoned or transferred. This helps you learn how daily operations can be changed to support customers better and seize every incoming opportunity to increase revenue.

“Text messages have a 98% open rate; email has a 20% open rate”

Increase Customer Touch Points 

With more individuals becoming reliant on mobile phones within their everyday lives, a successful platform for reaching customers is Business Messaging. Your marketing team can  text current promotions, appointment reminders or survey questions direct to your customers, increasing the number of touch points to support your customer contact strategy. The service also proves an internet portal to help measure the success of your campaign by showing delivery rates, sending times and content validation options.

“86% of customers will pay more for a better customer experience”

Streamline Operations

Digital technology has stormed in the B2B space because it improves operations, saving time and money in the process. A hugely beneficial solution is digital forms, from Inkwrx, which allow you to generate, save and send your own multi-purpose business forms on the go, capturing customer data and sending it back to the office within minutes. When your field based employees are out completing a job, customers will benefit from accuracy of data being fed back for processing, resulting in faster customer service from start to finish.

For more information on how these solutions can benefit your business strategy, please contact our specialists on 0800 064 64 64.  

Source: (2016)

Written by Keegan Stanton and Katie Ford


Landline Service

Helping you Join Up Your Communication:
With Landline from O2 our customers can take advantage of the same premium level of customer service and value for money across both their mobile and landline services. In addition this means only one bill for your communications solution.

The Benefits of Landline from O2:

1. Free calls Promotion.

To save you money on your calls, we are offering a bundle of 200 minutes of calls to O2 mobiles from your O2 ISDN lines.

Calls to a mobile from a landline typically cost a business 40% of their total bill, therefore this promotion can offer you significant savings.

UK calls only. Applies for the life of your contract. Minutes are shared by all your landlines. Terms and conditions can be supplied upon request.
2. Competitive line rental

Only £11.50 per month if you are taking a landline and already have your mobile contract with us.
Alternatively £13.50 per month which includes 200 inclusive minutes of calls to O2 mobiles each month.

3. Call bundles

O2 have a selection of mobile and landline call bundles to help you plan your monthly bills and make huge call savings on your call rates. With costs to O2 UK mobiles as little as 1.5p per minute and calls to landlines at only 0.69p per minute.*

See all Call Bundles available. 

*On the 50,000 minute bundle.
O2’s Landline Benefits:

  • Free calls to O2 UK Mobiles (200 minute bundle available)
  • Competitive call rates from a wide selection of Call Bundles.
  • One bill for your joined up communications.
  • One Account Manager, a consistent customer service and Support experience.
  • Set up specialist available to get your landlines up and running.
  • Simple to switch on new lines, or transfer your existing line.*
  • On-time Guarantees – If we don’t transfer your landline or ISDN line on time, we will offer the first month of your bill for free.**
  • All lines come with Caller Display, 1471 – see the number you called last and 141 – hide your number when you call.

*Line transfers need to be from an existing BT line.
**This applies to your monthly subscription. Terms and excessive usage policy apply, see