Is Your Business Phone Strategy Dated? Here’s What to Do.

Before the internet stepped in and disrupted modern communication, phone calls were the predominant method to conduct business without showing up in person. 

Perhaps you remember calling movie theaters and listening to a recording of movie times. Booking a vacation without a travel agent? That required a lot of time calling around for hotels, transportation, tickets, and other reservations. Investors checked the daily paper and called their brokerage when they wanted to buy or sell stock. Conducting business over phones certainly required patience.

But despite the drastic changes in communication thanks to online connectivity and mobile devices, phone calls remain a tried-and-true method for relaying information. In fact, phone capabilities have expanded exponentially and customers expect access to modernized systems. Read on to find out how to increase customer satisfaction with a phone strategy revamp.

Phone Calls are Not Going Anywhere

You might not think business phone calls with customers are much of a priority anymore given the popularity of text messaging, email, social media, and mobile apps. But today’s customer is looking for omnichannel support with the ability to choose from a variety of platforms to address their concerns.

Real-time conversations via phone are still quite popular, especially on mobile devices. According to Statista, phone calls are the preferred customer service method for 42% of survey respondents.

Updating your phone strategy is a key component for positive customer experiences. The great news is that there’s never been more excellent options for improving phone support with some meaningful adjustments highlighting customer engagement.

4 Tips to Update Your Phone Strategy

Here’s 4 of our best tips for modernizing your phone strategy. With these systems in place, you’ll be able to handle phone calls more effectively. And it’s possible to pull this off without creating extra friction for your customers, too. 

1. Upgrade Your Phone System 

Landlines may seem simple and familiar, but they can be clunky and outdated for today’s more impactful conversations. Instead, consider using Voice over Internet Protocol (VoIP), the modern way to get in touch using an internet connection instead of traditional telephone wires. 

Signing up for VoIP will provide a number that looks familiar with way more flexibility as long as you have access to reliable high-speed internet. Best of all, you’ll be able to access your VoIP number from different devices throughout the day, instead of being tethered to a single location. This is especially enticing when employees work remotely.

Some of the other benefits of using VoIP are avoiding additional long-distance fees, choosing a number that matches other territories, and tapping into advanced features that allow you to route your caller as needed.

2. Utilize Custom Call Greetings

A great way to show some personality when a customer calls is to create custom recorded greetings introducing your business. Not only does this add unique flair to your phone line, but this tactic also assures your customer that they’ve reached the right place every time.

Customized call greetings are ideal for these situations:

• Make a welcoming first impression
• Provide important information upfront
• Redirect callers to the correct department
• Create a way for customers to get in touch after hours
• Offer helpful tips while customers are on hold

Ultimately, your custom call greetings should make communication more efficient for both you and your customers. These thoughtful sequences can leave positive impressions that make your brand come across more professionally.

3. Consider Setting up a Phone Tree

Phone trees have been around for quite some time, though most people didn’t call it that back when systems were devised to contact long lists of community members. Each person called a few people, who then called a few others, branching out like a tree. This was a good way to get word around quickly if a gathering was canceled or some other big news needed to be relayed before online communication.

Today’s phone tree definition refers to systems that provide menu options that direct each caller to what they need by pressing a number or vocalizing a word prompt. Sometimes, these menus continue branching toward specific actions or resources. 

Phone trees are beneficial because they route customers where they need to go without requiring employee interactions. Tasks include redirecting calls to specialized departments and providing automated information or services regardless of operation hours.

4. Take Advantage of Call Deflection 

Call deflection is a communication strategy that provides alternatives to traditional customer service call support. The trick is to continue providing top-notch assistance without burdening your team. When properly organized, using call deflection can save your company time and money.

One example of call deflection is prompt-to-text. When a customer calls your support line, they hear a recording with instructions to text their question instead, if desired. This places their request into a queue for agents to address as soon as they’re available rather than forcing the customer to remain on call waiting.

Another digital solution is chatbots, like our Webchat service. Customers can self-serve by asking a bot their question. If the AI doesn’t have a satisfactory solution, your customer can either wait for a support representative or opt for an email response.

Small Business Phone Call Best Practices

Now that you have some ideas to overhaul your phone strategy, here are a few best practices for customer phone interactions. It’s crucial to make a good impression, even when handling challenging situations. 

Why is this such a big deal? Salesforce reports that 80% of customers expressed that positive experiences with a company are just as important as the products and services provided. 

1. Always Ask for Contact Details

Accurate contact information is essential to follow-up with your customers. Even if you can’t help someone right away, it’s possible future circumstances will reveal excellent solutions. It’s also wise to keep a database of transactions with the same customer so you can get a better view of their preferences based on past purchases, support inquiries, and other habits.

2. Prioritize Finding a Solution

Potential customers crave solutions to their problems, so you need to zero in on how to eliminate whatever plagues them in order to make the sale. If your products and services don’t sound helpful, the person on the other end of the call is likely to tune you out and find someone who actually can improve their life immediately.

3. Be Polite and Professional

As a business owner, it’s important to remain professional, even if you find someone frustrating or downright irritating. Never take the bait if someone is giving you attitude. Be the bigger person and do your best to compose calm, polite responses. You don’t want a rude individual repeating what you said in a heated moment. Plus, sometimes kindness is contagious. A good attitude can encourage better conversations.

4. Minimize Waiting Time

We’re all in a hurry, with plenty on our daily to-do lists. Few customers have the patience to wait around when there are other things to get done that day. This means your business needs to create a frustration-free experience with minimal wait times. Reduce call waiting, automate answers, and make access to customer agents a smooth process.

5. Route Customers to the Right Person ASAP 

If you aren’t the best person to give a potential customer the information they need, try to find someone who can handle the call without introducing significant delays. Show your customer that you value their time by moving things along and avoid unnecessary friction by implementing systems for call forwarding and call routing.

Give Your Customers a Voice with Our Latest Service

Smartphone users are everywhere and 88% of mobile device searches for local businesses trigger a phone call or visit within 24 hours. You need to be prepared to field the flow of curious customers by improving your mobile marketing efforts.

If you’re intrigued by opportunities to provide more satisfying phone experiences for your customers, we recommend joining the waitlist for Voice. This brand new service centralizes all your customer data within a clean interface so you can provide exactly what they need without the puzzling scavenger hunt.