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: HelpScout.net (2016)

Written by Keegan Stanton and Katie Ford

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Business Tech Trends of 2017

 

As we enter 2017 it’s clear that digital technology will continue to flood businesses across the UK, transforming the way enterprises work. Here are some of the latest tech developments due to take off.

1. Migration to the Cloud

“Cloud-first strategies” have been building momentum throughout recent years, and are
due to propel during 2017 across more and more business enterprises,
according to Forbes. The strategy recommends that businesses of all sizes fully migrate their systems to the cloud in order to take full advantage of enhanced capacity and streamlined operations. Cloud based systems are hosted online and therefore free up your voipoffice infrastructure. With communications being the cornerstone to business, these systems are a good place to start by converging a data connection with voice lines through a VoIP or SIP Trunk solution. The CEO of Broadsuite Inc. adds “I believe cloud-first is key to keeping your company agile”. 

2. Virtual Reality and Augmented Reality

Augmented reality (AR) is lesser known tech which overlaps virtual graphics with real-world scenery. 2017 could see more businesses utilising AR to enhance corporate presentations by bringing the content to life thereby captivating the audience. More recently, virtual reality (VR) headsets for Smartphone gaming apps have become extremely popular amongst consumers with more sophisticated and advanced models currently in production. This could lead to a transformation of internal training, with roll vrplays becoming immersive, as well as the rise of virtual meetings between suppliers and their clients. Many VR headsets can now be purchased alongside Smartphone mobile devices – could this be the future of your business?

3. Machine Learning and Artificial Intelligence

Artificial intelligence (AI) involves teaching a machine to learn so it can interpret incoming stimuli, then complete actions/make changes. A prime example is Siri for iOS (iPhone) – it understands your words well enough, through speech recognition, to make an intelligent decision about whether to load a related image, webpage or app. Thoughtworks state this year “we will see businesses use machine intelligent insights to deliver more engaging experiences to customers, and provide better service.” Service improving AI is already out there in the form of intelligent apps. The revolutionary Inkwrx platform lets customers complete business forms on a tablet with a stylus pen. The app tabletuses handwriting recognition to autofill the form with computer text, before the company employee sends the form back to the office within 10 minutes, rather than the average 3 day processing time, allowing their request to be completed immediately for dramatically improved customer service.

4. Blockchain

Blockchain is a virtual ledger which records data in sequential blocks along a data chain. They’ve been used previously for online currency exchanges, called Bitcoins, as the blockchain creates an extremely secure transaction history which cannot be tampered bitcoinwith by coders. This future could see this technology being used to protect data of all kinds, such as medical records, identity management or retail transactions. Although, Gartner adds that this is in Beta stage of production and won’t be fully ready until nearer 2020.

5. Internet of Things

Of late, there has been a huge trend towards interconnected devices which can communicate between themselves through an internet connection. Fitness watches, digital cars and smart thermostats are all IoT products which continue to be on the rise. In terms of business, Gartner experts believe that in future years, “every organisation will have some mix of five digital technology platforms: information systems, customer experience, analytics and intelligence, the Internet of Things and business ecosystems”. Companies are already improving processes and productivity with apps such as Box whichiot allows staff to co-edit files in real-time with their customers as a collaborative method of creating the client’s perfect end product. Because it’s built for business, Box takes secure cloud storage to the next level and really demonstrates how the IOT can enhance any business.

Much of these trends will see a huge increase this year, but some will completely saturate the business market by 2020. Researching your digital business options now will allow you to get ahead of the competition, so that the more efficient processes are deeply ingrained into your business strategy way before other organisations have even began to consider the idea.

For guidance on how you can digitise your business, speak to Welcomm’s Digital Expert, Corran, on 0800 064 64 64.

Or visit www.welcomm.co.uk.

Ref: http://www.forbes.com, http://www.techradar.com, http://www.gartner.co.uk.

Keeping your Head in the Cloud: Business Hosted Telephony

 

The age of the traditional business landline is over and set to be cut off in 2025. Technology is advancing rapidly, leaving behind outdated multi-line telephone systems.

Corporate phone lines have long been inconvenient and chaotic; with wires trailing desks and floors, PBX hardware cluttering space and the idea of adding lines or moving premises seeming impossible. Not to mention the costly outlay for equipment, maintenance costs and high monthly call charges.

multiline

Unsightly multi-line traditional system.

Despite all of this, until recently these digital systems were a more advanced way of running several phone numbers through a business with relative speed. But the huge improvements offered by newer Hosted Solutions are rendering the traditional lines redundant.

A Hosted telephone system is web-based so all calls are made through high-speed broadband. Employees will still use desk phones when at the office, and have a designated number for customers to call in on. However, the system sits within a data network centre, the Cloud, so calls no longer need to go through expensive, bulky kit that is based at a company site. The Cloud also offers staff the opportunity to become more mobile within the business as calls can also be taken from anywhere outside of the office, simply by connecting to Wi-Fi. Company managers also have more control as individuals can be given logins for a web-based portal enabling them to access real-time call records, reporting, recording and handling features – without having to task the IT team with the burden. Security is also vastly improved as web-based services benefit from having direct links to the most secure systems on the market and the ability to upgrade these easily with ever-improving technology.

hosted voip

Traditional multi-line telephony set up compared with modern Hosted VoIP solutions. 

It’s crucial to note that this telephony switch won’t always be a choice. Due to the rise in the popularity and clear benefits of Hosted technology, traditional ISDN phone lines will be switched off by 2025. This will result in many businesses having to upgrade their systems to newer and better alternatives such as Voice over IP Hosted systems.

In light of these developments, Welcomm Communications are offering free places to a Hosted Services seminar taking place during the morning on Thursday 26th May at the National Space Centre. The event will explain in more detail why cloud-based services are at the forefront of innovation, as well as considering how they can offer value to businesses of all sizes. Additionally, there will be talks on digital products which can help a business to work smarter when collaborating between employees and partners, as well as free demonstrations and support on using the products. Also included will be a free tour of the Space Centre and prize draw to win Leicester Tigers hospitality box tickets!

Organisations can sign up for free via the banner below.

Linked In Hosted Event Banner

Written by Keegan Stanton.