If you make money using the phone, then your phone system needs to be a business enabler, not an inhibiter. It needs to differentiate your business from your competition. Your prospects must be able to reach you in a timely manner. Your customers need to find you wherever you are, at the front desk, in a meeting or outside the office. In short, your phone system needs to work for you, not against you.
Your business communications system needs to ensure you have the best tools that will help you do a better job with your customer…today and tomorrow. Below are two ways an onsite phone system can improve the customer experience by improving flexibility and enhancing reachability.
Improving flexibility through work groups
When a customer or prospect calls your company and the phone rings endlessly without being picked up, or it goes to a general voicemail box, they may question how capable your business is. Since today’s customers have higher expectations than ever before, you want to give the impression to current and potential customers that you can serve them the way they want to be served, regardless of whether your employees are in the office or working remotely.
A ShoreTel Connect ONSITE phone system allows you to improve your business’s flexibility by routing calls using the power of work groups. Here’s how:
Work groups can be created to respond to what’s happening in your business. For example, you might have a new advertising campaign and you need more people ready to answer the phone. Perhaps there are changing weather conditions and you need to re-route how support is handled. Or you want to better enable how calls are routed to a call center team and establish a top-down or longest idle calling pattern so your best salesperson or available call center consultant gets the next call. You may even have a business that requires seasonal considerations like greetings or auto attendance during high call volumes.
Using work groups gives you speed and flexibility in how you organize your employees and respond to your customers, allowing you to deliver a consistent level of service no matter the dynamics taking place in your business.
Enhancing Reachability for Mobile Employees
Today’s business reality is such that if you aren’t reachable and you aren’t set up to respond to your customers, then your customers will go elsewhere.
Reachability is how easy it is for a customer or prospect to locate you or your team. It’s not just how long it takes to reach them, but how easily a customer can access them. Employees are no longer tied to an office or a desk phone. You need to make sure your staff has a mobile office with them.
A ShoreTel Connect ONSITE phone system can help your employees be more reachable by allowing your phone to find you or key staff members wherever they are.
ShoreTel Connect ONSITE gives you the ability to use external assignment rules that have phones ring wherever an employee is – whether that’s in a meeting, traveling or at a client site. It can even mean having several phones ring at the same time, say, your desk and cell phone ringing simultaneously.
World-class phone systems using unified communications allow you to implement tools making you and your team more accessible through Microsoft Outlook integration, and desktop sharing and mobility features like find me/follow me. These basic communication and collaboration tools are a must in today’s business environment and critical for future business success.
Such capabilities enable your staff to be reachable no matter where employees are located or what type of technology may come next. That’s a differentiator your customers will appreciate.
Creating a Better Customer Experience
You pride yourself on how you serve your customers. If your current phone system isn’t helping you be flexible and reachable, then it might be inhibiting your business – not enabling it.
It’s time to consider how your business communications can help you even better serve your customers…now and in the future.
If you’d like to evaluate how your phone system can be a business enabler by implementing ShoreTel Connect ONSITE, email us at firstname.lastname@example.org or give us a call at (408) 374-8727.
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