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5 Customer Service Tips for Cloud Calling Services
February 15th, 2016

5 Customer Service Tips for Cloud Calling Services

How well do you treat your customers with your cloud calling services? Did you know that the average person will spend 43 days of their life on hold? That statistic is brought to us by a Marchex analy...

Summary

How well do you treat your customers with your cloud calling services? Did you know that the average person will spend 43 days of their life on hold? That statistic is brought to us by a Marchex analysis of 4 million phone calls from consumers and businesses. In total, 900 million hours of Americans’ lives will be dedicated to being on hold. That’s time that could have been spent reading Moby Dick nearly 35,000 times.

Imagine.

An article on onsip.com, 5 Cloud Calling Features To Keep Customers From Hanging Up, discusses how the time spent on hold isn’t just fodder for statistics, but can also be harming your business.

As much as 15% of surveyed customers hang up if they’re forced to wait for more than 40 seconds. Seeing as 70% of customers are placed on hold as soon as they call a business, don’t you think it’s time you improved their customer experience?

The article discusses 5 specific and existing cloud calling features that can help you deliver the best possible experience for your customers, including:

  1. CRM Integrations so agents have your customers’ information
  2. Enhanced on-hold music
  3. The ability to upload custom audio files to further enhance your on-hold music
  4. Video on-hold capabilities to help the time pass
  5. Find me/Follow me to track down your staff

An excerpt from the article goes into detail about this last feature:

If you want to reduce on hold time for your customers, having an effective way to route calls to your team members is key. Find Me/Follow Me allows your employees to take calls from anywhere: the office, their houses, in cars. By setting up a string of failover options that keep ringing until they reach the end of the chain, Find Me/Follow Me can locate an employee on an office phone, cell phone, home phone, or whichever phone they happen to be next to.

It’s true that cloud calling offers you and your customers a more enhanced and personal experience; however, it’s vital that you choose the right VoIP provider that matches your specific needs.

Here are some related articles:

The State of Cloud Communication [Infographic]

Cloud VoIP SMB Phone Systems


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