How much do you really know about your business telecoms?
For most consumers, a telephone conversation is the first point of contact with a business. And in today’s fast-paced business world, first impressions are everything. From the moment a potential customer calls your company, whether you know it or not, they are forming an opinion of your business based on the professionalism and efficiency of your phone system. Unfortunately, many businesses overlook the importance of a professional phone system, resulting in lost opportunities and frustrated customers.
So, in this blog, we’ll explore some statistics about business telecoms and explore the reasons why businesses should prioritize their phone systems and the benefits they can reap by doing so.
1. 85% Of Customers Are More Likely To Return To A Business If They Have A Positive Phone Experience. (International Customer Service Association, 2022)
A positive phone experience can be defined as one where the customer feels heard, understood, and valued. The customer service representative should be friendly, helpful, and efficient in addressing the customer’s needs.
Effective phone customer service can also lead to increased customer loyalty and positive word-of-mouth marketing. When a customer has a positive experience, they are more likely to tell others about it, which can lead to new customers for the business. Additionally, when a customer feels valued and respected, they are more likely to continue doing business with the company, resulting in repeat business and increased revenue.
However, it’s important to note that providing good phone customer service is not just about being friendly and helpful. It also requires a business to have a well-trained and knowledgeable customer service team, as well as efficient systems and processes in place to handle customer inquiries and complaints. This includes having a well-designed phone menu and providing clear instructions on how to reach a live representative, as well as having the necessary information and resources on hand to answer customer questions and resolve issues quickly.
In conclusion, the survey by the International Customer Service Association highlights the importance of providing positive phone experiences for customers. With 85% of customers more likely to return to a business after a positive phone experience, it’s crucial for businesses to invest in effective customer service. This includes training customer service representatives, implementing efficient systems, and providing a well-designed phone menu to ensure a seamless customer experience.
2. Small Businesses That Invest In Modern Phone Systems See An Average ROI Of 300%. (The National Federation Of Independent Businesses, 2022)
Business telecoms systems have evolved from just making and taking calls. A modern phone system can provide a wide range of features that can improve a small business’s communication and customer service capabilities. These features include voicemail, call forwarding, call recording, and automatic call distribution, which can help small businesses handle a high volume of calls and manage calls more efficiently. Additionally, modern phone systems often come equipped with cloud-based features like remote access and unified communications, which can help small businesses stay connected and productive even when working remotely.
However, it’s important to note that investing in a modern phone system is not just about buying new hardware and software. It also includes training employees on how to use the new system and ensuring the system is configured properly to fit the business’s specific needs. It’s also important to consider the ongoing costs of maintaining the phone system and making sure it’s up to date.
In conclusion, the study by the National Federation of Independent Businesses highlights the financial benefits that small businesses can see from investing in modern phone systems. With an average ROI of 300%, upgrading to a modern phone system can have a significant impact on a small business’s bottom line. Additionally, modern phone systems can improve communication, productivity, and customer service capabilities, making it an essential investment for small businesses looking to grow and improve their operations.
3. 72% Of Consumers Trust A Business More If It Has Professional-Sounding Phone System. (The National Association Of Consumer Advocates, 2021)
A professional-sounding phone system can be defined as one that is easy to navigate, has clear instructions, and provides a professional and courteous greeting. Additionally, it should have a well-designed phone menu that allows callers to reach the appropriate department or person quickly and efficiently. This can help ensure that the caller’s needs are met quickly and effectively, which can lead to a better customer experience.
Moreover, a professional-sounding phone system can also help businesses to create a positive first impression. It’s often the first point of contact for customers and can set the tone for the entire customer experience. A professional phone system can convey a sense of reliability, competence, and trustworthiness, making a business stand out to potential customers.
In conclusion, the survey by the National Association of Consumer Advocates highlights the importance of having a professional-sounding phone system for businesses. With 72% of consumers trusting a business more if it has a professional-sounding phone system, it’s crucial for businesses to invest in a professional phone system. This includes having well-trained staff, implementing efficient systems, and providing a well-designed phone menu to ensure a seamless customer experience and create a positive first impression.
4. 80% of customers said they would rather call a business than use a chatbot or other digital means of communication. (National Retail Federation, 2020)
While chatbots and other digital means of communication can be convenient and efficient, many customers still prefer to speak with a live person when they have a question or concern. This is because speaking with a live person allows customers to have a more personalized and human interaction, which can help build trust and confidence in a business. Additionally, speaking with a live person can also provide customers with a sense of reassurance, as they can be sure that their question or concern is being handled by someone who is knowledgeable and capable of resolving it.
However, it’s important to note that this does not mean that businesses should neglect digital means of communication. Many customers prefer to use digital means of communication, such as chatbots, email, and social media, for convenience and immediacy. Businesses should provide a mix of communication options to meet the different needs and preferences of their customers.
In conclusion, the survey by the National Retail Federation highlights the importance of providing customers with a variety of communication options. With 80% of customers preferring to call a business over using a chatbot or other digital means of communication, it’s crucial for businesses to not forget about well-trusted means of communication. Technology is always progressing, making it quicker and easier to communicate with customers, however, as you can see, around 80% are still looking for those older and more reliable forms of communication.
5. 63% Of Customers Are Likely To Return To A Business If They Can Reach A Human On The Phone Quickly. (Ringcentral, 2017)
Customers often call businesses to resolve issues or answer questions, and they want their concerns to be addressed as soon as possible. When customers can reach a live person quickly, it can help to reduce their frustration and ensure that their needs are met in a timely manner. This can lead to a better customer experience, and in turn, increase the chances of the customer returning to the business.
However, it’s important to note that providing efficient phone-based customer service is not just about having a low wait time. It also requires a business to have a well-trained and knowledgeable customer service team, as well as efficient systems and processes in place to handle customer inquiries and complaints. This includes having a well-designed phone menu and providing clear instructions on how to reach a live representative, as well as having the necessary information and resources on hand to answer customer questions and resolve issues quickly.
In conclusion, the study by RingCentral highlights the importance of providing efficient and reliable phone-based customer service. With 63% of customers being more likely to return to a business if they can reach a human on the phone quickly, it’s crucial for companies to invest in effective phone-based customer service. This includes training customer service representatives, implementing efficient systems, and providing a well-designed phone menu to ensure a seamless customer experience and increase the chances of repeat business.
In conclusion, modernised business telecoms systems play a crucial role in the success of businesses today. By investing in these systems, businesses can enhance their operations, improve customer satisfaction, and ultimately drive growth. A well-designed and properly implemented telecom system can streamline communication, increase efficiency, and help companies keep up with changing market demands. In short, despite it seeming like an old-fashioned bit of tech, investing in modernised business telecoms systems can help businesses thrive in today’s digital age and ensure their long-term success. Therefore, it is important for businesses of all sizes to prioritize this investment and stay ahead of the curve in terms of technology and innovation.
Here at Yo, we’re all about improving the success of the businesses we deal with. So, If you are interested in learning more about business telecoms, improving your business development, or generally future-proofing your business – enter your contact details into the form below and we’ll be in touch with how we can help you and your business TODAY!