Providing noticeably great customer service is core to building customer loyalty. Loyal customers will remember you and tell others. Teledata Select used Salesforce ro help manage our customer relationships. As we learn more about what Salesforce can do. We regularly interact with their support team to help fine tune our Salesforce implementation to match our workflows. I continue to be impressed with just how nice and engaging their staff is. I frequently sing their praises in business meetings and get-togethers with small business owners.
Here are some basic ideas on how you can set up your remote working employees to succeed in providing great customer service.
First, it is important to make remote offices 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’ll need to do the research to find the best available providers than can support your remote worker’s locations.
Then there is the brains of a remote work office. A good Hosted PBX system. Hosted PBX is a company’s 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 to shift the cost of ownership to the provider. There is no hardware to buy and manage. The phone system is an application that sits on the user’s computer. The only hardware needed is a telephone headset. The service provider handles all of the 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
We have talked about the backbone and the brains of a good customer service solution, but it is important to also consider the heart of the operation. Your customer service representative. The people side is as important as the tools. I firmly believe that A customer can hear a smile over the phone. Make sure your employees are well trained, have problem solving tools and the skills to identify solutions. Frequent displays of appreciation for their work can go a long way towards a smile that can be heard loud and clear over the phone.
Telecom advancements in just a few short years have made it possible for your customer service reps to provide stellar customer service from their kitchen tables. All it takes is an internet connection, a bit of software and some good guidance from management. It is worth looking into.
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.
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