Customer service has emerged as a vital differentiating factor in the competitive business landscape. Exceptional service not only delights customers but also drives loyalty and repeat business. The significance of providing top-notch customer service cannot be overstated, especially in light of compelling statistics that highlight the impact it has on business success.
In this blog, we'll delve into nine eye-opening statistics that just may convince you to switch to a VoIP phone system.
The Cost of Poor Phone Call Quality
Phone call quality is critical when it comes to customer service. After all, odds are most customers are frustrated before their call has even begun, so poor quality will only worsen matters. When customers experience dropped calls, static, or garbled audio, it reflects negatively on the overall customer service provided by the business. Plus, when frustration arises, effective communication breaks down.
This can result in missed opportunities and potential loss of business. In fact, a staggering 65% of consumers will hang up if they experience poor voice quality on a call. This means that not only did your customer grow more frustrated with your business, but their initial issue wasn't addressed in the first place.
Even worse than a lost call is a lost customer. One study shows that 61% of consumers would switch to a competitor after just one poor customer service experience. Now, poor customer service and phone call quality alone could have cost your business a customer–and it may not stop at one.
The average dissatisfied customer will share their experiences with 9 to 15 other people, and some will share with 20 or more. Once your business has a reputation for poor customer service, it's only a matter of time until it impacts your ability to retain current customers and obtain new ones.
Unfortunately, even the best customer service representatives can't overcome phone call quality issues such as latency and dropped calls. That's why having a high-quality and reliable phone system for your customer service operations is critical.
For this precise reason, many companies are switching to VoIP and cloud-based phone systems. VoIP systems address this issue by prioritizing voice quality and utilizing advanced technologies. With VoIP, businesses can deliver crystal-clear voice communication, eliminating disruptions and enhancing customer satisfaction. By adopting VoIP, companies can minimize the chances of customers hanging up due to poor call quality, ensuring seamless conversations that foster better customer relationships.
Catering to Customer Preference Pays
Despite the rise of digital communication, such as chatbots, 59% of consumers prefer to reach customer support via phone calls, and 36% prefer interacting with a real person, even if it means waiting on hold. This means that businesses can't exclusively rely on chatbots and email to address customer service issues.
That said, while phone calls are the tried and true platform for customer service, there's been a 67% increase in preference for video as a method for customer service, which demands even more speed and is even more impacted by latency. This further emphasizes the importance of a phone system that can reduce latency.
Clearly, customers know their preferences, and they expect companies to cater to them. But you may be wondering, "Why is it so important to adhere to customer preferences? According to one study, 93% of customers will spend more with companies that offer their preferred option to reach customer service, whether it be phone, video, chat, or email. As such, it's critical that you provide a variety of options for communicating with customers–with a priority on phone services that have unified communications built-in.
In addition to catering to customers' preferred communication platforms, it's equally as important to personalize communication with customers. Unfortunately, this is something that many companies fall flat on, considering that 71% of American consumers say the messages they receive from businesses never, rarely, or only sometimes feel personal.
Personalization is a crucial aspect of effective customer service, making customers feel as though they are valued and recognized. While one way to personalize the customer experience is by giving customers options for communication platforms, that's only the baseline.
VoIP phone systems can integrate customer relationship management (CRM) tools to provide agents with customer information and call context, enabling personalized interactions. In addition, VoIP phone systems allow customer service reps to set custom voicemail greetings and hold tones–which are much preferred to the standard hold tone or robotic voice greeting.
Plus, an integrated VoIP phone system will offer customer service agents a plethora of high-quality communication formats, ranging from video and phone calls to direct messages. No matter the format, VoIP phone systems leverage robust internet connections and advanced video codecs, mitigating latency issues and delivering smooth video and phone interactions. As such, customers can communicate in their desired format while obtaining a quality and personalized customer experience.
The ROI of Exceptional Customer Service
One of the key drivers for customer loyalty and repeat business is a positive customer service experience. According to recent data, 81% of consumers say a positive customer service experience increases the chances of them making another purchase. This statistic highlights the crucial role that exceptional customer service plays in fostering customer satisfaction and long-term business growth.
VoIP phone systems offer a range of features and capabilities that significantly enhance the customer service experience, ultimately leading to higher customer satisfaction levels.
- Efficient Call Routing: VoIP systems enable intelligent call routing, ensuring calls are directed to the most appropriate agent or department. This eliminates the need for customers to be transferred multiple times, reducing frustration and streamlining the customer service process. Quick and efficient call handling contributes to a positive experience and increases the chances of customers making future purchases.
- Personalized Interactions: VoIP phone systems integrated with customer relationship management (CRM) tools provide agents with instant access to customer information and call history. This empowers agents to deliver personalized interactions by addressing customers by name, understanding their previous interactions, and tailoring solutions to their specific needs. Additionally, reps can personalize voicemail messages and hold tones.
- Multi-Channel Support: VoIP systems enable businesses to offer multi-channel support, including phone calls, SMS/MMS, instant messaging, email, and even video calls. This unified communications option allows customers to choose their preferred method of communication, ensuring convenience and flexibility. By providing seamless multi-channel support, businesses can meet customer expectations and deliver a positive customer service experience, increasing the likelihood of repeat purchases.
- Enhanced Call Quality: Clear and reliable voice communication is paramount in delivering exceptional customer service. VoIP technology offers high-definition voice quality, ensuring that customers can engage in meaningful conversations with agents without any disruptions or audio issues. By providing crystal-clear audio, businesses can enhance the overall customer service experience and leave a positive impression on customers.
- Improved Response Times: VoIP systems enable features like call queuing, call forwarding, and automated attendants, streamlining call management processes. This results in reduced wait times, faster response times, and quicker issue resolution. By addressing customer queries and concerns promptly, businesses can create positive experiences that foster customer satisfaction and loyalty.
Improve Customer Service With Simplicity VoIP
Customer service means everything for businesses–and these statistics have proven exactly that. However, no matter how courteous and well-trained your reps are, your customer service is only as good as your phone system.
The customer experience starts and ends with your business communication platform. With an unreliable or faulty phone system, your business is set up for a poor customer experience. But fortunately, that's an easy fix.
Choosing Simplicity VoIP as your VoIP phone system provider can significantly contribute to businesses excelling in customer service, and this factor holds immense importance. Simplicity VoIP offers a range of features and benefits that directly impact the customer service experience, leading to higher customer satisfaction and long-term ROI.
With a highly scalable, reliable, and customizable phone system, Simplicity VoIP will guide your business to customer service excellence. Get started with us today.
