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United Business Technologies, Inc.

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  • Cedar Rapids, IA 52405
  • 319-298-9056

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    How to Improve Your Customer Service Strategy with VoIP

    A human touch, especially empathy, is crucial during interactions with clients. The lack of compassion or understanding can make or break a business relationship, something customers care about far more in today’s digital business landscape. A recent article from Forbes backs up this claim: 96 percent of customers will leave you for a bad customer experience.

    With that new info in mind, here are a few questions you must be asking yourself:

    • Are you making it easier for customers to do business with you?
    • When they call you, is it a crystal clear and seamless experience?
    • Does your phone system enhance your customer experience?

    If you answered no to any of these questions, you’ll want to continue reading on.

    The Importance of Embracing Increased Customer Expectations

    Customers expect ease and comfort when working with your business. At the surface, it seems simple, but it isn’t the easiest thing to achieve. You know what helps? A solid VoIP customer service backbone uses the technology to put your business on the right path.

    Every customer is unique; they can call you, send an email, or reach out via chat – and each one of them will want to contact you through a different channel. However, with an integrated communication system from United Business Technologies, it’ll make it easier for customers to get the service they need from the get-go. With that said, if you’re looking to improve customer experience and not fall victim to the grim statistics we highlighted earlier, VoIP is an excellent place to start.

    How VoIP Can Improve Your Customer Service Strategy

    If a customer calls your business line and the first thing they hear is a jittery, garbled voice due to an antiquated phone system, that call is now off on the wrong foot. On the flipside, if they call in and get what sounds like a professionally recorded voice on the phone options, and the quality is like it was recorded for a movie trailer, you now have that person primed for a pleasant interaction.

    Reduced Wait Times

    The better the service, the faster the client turnaround will be. I don’t mean that this will be like the Matrix; where, magically, info will be uploaded to your employees because you use VoIP. Still, fewer connection issues should decrease client aggravation if they are calling about an issue. This means less time is taken by an unnecessarily agitated “hot client” and instead focused solely on the issue. They can get on a call, handle their issue, and be on their way. It all starts with a crisp connection provided by VoIP for customer service.

    Lower Costs

    Lower costs are the bread and butter for VoIP customer service. Most small businesses can save as much as 90 percent on set-up costs using VoIP! This includes savings on installation, maintenance, and upkeep, compared to traditional on-premise telephony services. You can also save up to 50 percent of ongoing monthly service costs! That’s substantial.

    Depending on the size of your business, with the savings of switching to VoIP, you could add headcount or invest in a new warehouse. Maybe even that Porsche you’ve always wanted! Just kidding, but we’ll let your mind wander about the possibilities. Ultimately, you are increasing your bottom line.

    Increased Voice Quality

    With VoIP, businesses have more control over how their internal systems prioritize data transmission.

    Here’s a scenario: You have an office of ten employees all working through one fiber internet connection. Chances are, on a typical business day, everyone can be on calls at the same time with no issues. Then, one day, you have training videos that need to be watched and signed off on, and five employees are streaming these videos, and the other five are on calls; this could be bad for connectivity. Not for VoIP because with the advanced codec compression of the calls and QoS (quality of service) enabled on your VoIP router, the calls get set as the priority, and the videos get knocked down to 1080P instead of 4k.

    VoIP does this for customer service, which means less latency for calls and clearer voices coming through. All is right in the world.

    Impress Your Customers with an All-in-One Hosted Service by UBT

    VoIP for customer service is a no-brainer; you get advanced calling features, professional quality of service, and tools that simplify your business, all within a package built to what you need and can scale effortlessly as your business grows. Don’t let your business be left behind while still using a rotary phone. Contact UBT today to discuss what VoIP can do for you.