Improve Your Customer Service with a Virtual BPX

Customer service for Australian business is more important now than ever before. In fact, globally, 59% of people have higher expectations for customer service compared to a year ago. More and more, customers are looking for quick, effective customer service whether online or over the phone. Online or self-serve customer service channels are almost instantaneous, but many customers still prefer to resolve issues over the phone-42% to be exact. The unfortunate truth is, poor customer service will force 96% of customers to replace you. So, if your customers have a poor experience over the phone, they will quickly be searching for another company to meet their needs. A virtual, or cloud PBX is a great solution for companies looking to improve their customer service. There are many features that help you understand your customer and prioritize their needs that a more traditional pbx phone service simply can’t provide. Let’s look at a few ways a cloud telephone system can help you improve your customer service and provide a better overall customer experience.

A virtual PBX lets you be there for customers from anywhere

90% of customers prioritize receiving an “immediate” response to their questions. so it's crucial to be able to consistently and promptly answer customer calls. One of the most beneficial aspects of a cloud PBX for your customers is that it can be used anywhere your staff members have internet connection. Whether they are traveling for work or work remotely, a virtual PBX lets customer service agents or any other staff answer calls from anywhere and everywhere through a mobile app rather than being limited to their desk phone. This means that wherever your staff may be, they can reliably be there for the customer without having to manage multiple phone numbers or extensions. Not only does a virtual PBX solution allow people to take and make calls from anywhere in the world, but there are numerous features that help to ensure that no callers slip through the cracks. A PBX solution offers things like IVR, geographical routing, and intuitive call transfers, making it simple for a caller to get in touch with the department or staff member they need to speak with.

Quality control made easy with advanced cloud hosted PBX features

A Business phone system offers enhanced features that help you ensure each call is up to quality standards. You can access recordings of all inbound and outbound calls made within your business telephone system to ensure customers are being treated well. These recordings can also help with training new staff members or identifying areas where your customer service team needs to improve. This can greatly impact the overall performance of your new and current staff. Additionally, with a virtual PBX, all calls run through a central hub which provides unified communication and effective reporting on each customer phone call. This reporting can help you understand if calls are going too long, ending abruptly, or being transferred to the appropriate extensions, all which help ensure customers are getting the most professional and beneficial communication and service.

Understand your customers better to provide a more personal experience

Personalizations are everyone on the internet. From shopping on amazon to making doctor's appointments, every customer is used to an experience that is fitted to them. A virtual phone system can help you provide a more personalized experience for each caller. Virtual PBX systems integrate easily with marketing softwares, meaning that the hosted PBX reporting can help you identify which marketing prompted each call. This allows your staff to answer the phone with knowledge about your customer’s problems and what’s driving them to you. With this important information, your team is better equipped to serve customers and direct them to the right person or solution quickly. Also, when you understand what attracts most of your customers, you can provide a better overall experience by catering to their specific needs throughout their entire customer journey. Virtual PBX phone system reporting is a huge help in achieving a more personalized and seamless experience for your customers. If you are interested in learning more about how Jet Interactive Cloud Business Telephone System can support your large or small business needs and improve your customer service experience, reach out to us today!