In a previous post, we discussed how your employees were handling the remote work situation. Today, we’ll shift the focus to your customers. It is so important to provide noticeably great customer service so your customers will remember who you are and tell others. It is core to building customer loyalty. Recently Teledata Select has been working with the Salesforce support team to help fine tune our Salesforce CRM implementation and I have been impressed with just how nice their staff is. I frequently sing their praises in business meetings and get-togethers with small business owners.
So, How do you set up your employees to provide great customer service. First it is important to make it possible. The backbone of remote working is a fast internet connection. Internet connections are very dependent on the employee’s local provider so you have to work with what you have. Luckily, According to FCC data released in 2018, 92 percent of Americans have access to broadband. Actual bandwidth and quality service varies widely. You can only do your research and find the best available.
Then there is the brains of remote working, a good Hosted PBX system. Hosted PBX is a companies corporate telecom system. It is a cloud based service that can configure an office telecom system on the fly in any location that has an internet connection. It is subscription based service that puts the cost of ownership on the provider. No hardware to buy. The application sits on the user’s computer. The only hardware needed is a telephone headset. The service provider handles all of the server and appliance hardware purchases and upgrades. Software is supported by their technicians.
Some of the benefits of a Hosted PBX system include:
- Easy to add new locations. Costs are based on the services provided and number of users
- Business Agility – No restriction on physical locations other than broadband availability
- Better Overall value and functionality compared to a physical premise based PBX
- Omni-channel support (integrated Voice, Email, Chat, Social Media)
- Integration with CRM, like Salesforce, HubSpot or others
- Services can be added, deleted or expanded easily.
- Provides Business Continuity to avoid disruptions caused by office access restrictions like what we are facing today
- Advanced Reporting and Analytics on contact volume and type
If you think a Cloud based PBX is something you would like more information about, reach out to an independent company that works with multiple providers of CCaaS (Contact Center as a Solution) or UCaaS (Unified Communication or VoIP as a solution) to see what is available. Ask questions and make sure the company you talk with understands your business needs and goals. They should be able to set up a demo to review multiple different solutions providers.
Teledata Select offers a whole range of services that will help you meet your business goals. Starting with a complimentary review of your current telecommunication bills to identify errors and find opportunities for savings, better service and more functionality. We also offer project management for new service implementation and infrastructure installs, including fiber and low voltage cabling. Call us at 404-257-1502 to discuss your current Telecom Service Solution and what you would like to get out of it. Or send us a note via This Link to start a no obligation discussion of your specific business technology needs.
John Hagan is President of TeleData Select, a Telecommunications Consultant located in Atlanta, Ga serving customers throughout the US and overseas. His company provides business solutions for voice, data, mobile and cloud solutions for both large and small businesses. Contact John or his team for a complimentary telecom audit to make sure you’re getting the best value for communication services. The savings you receive could offset the cost of purchasing a new Hosted or Premise based solution.