One of the most important ways to stay competitive and keep your customers loyal is to give them a better customer experience than your competitors.
Consumers and business customers alike have come to expect more when it comes to their service experience thanks to technology.
Just look at how shipping expectations have changed thanks to Amazon Prime. People used to think getting a shipment in a week was great service, now the bar is set at about 2-3 days.
54% of consumers say that their expectations for customer service have increased over just a year ago.
Keeping up with customer expectations and improving the customer service experience has a lot to do with your communications systems.
Can customers reach who they need to quickly? Does your team have visibility into all customer messages? Is your customer experience consistent across different communication methods?
You can improve your customer experience and stay one step ahead of your competition by using PTG Voiceto unify your communications.
What is PTG Voice?
In our continued efforts to help businesses in Massachusetts with affordable business IT solutions that offer exceptional value, we’ve brought out a unified communications platform called PTG Voice.
PTG Voice helps businesses offer a fluid experience for customers, no matter how they’re contacted. It can also significantly lower your costs and give you the ability to easily handle customer communications from any location.
This communications platform includes:
- Enterprise-class, PBX VoIP phone system
- Video conferencing
- Business SMS
- Real-time team messaging
- Cloud-based fax
- Cloud file backup and sharing
- Plug-n-play desk phones
- Mobile & desktop app
Ways That You Can Improve Customer Experience Using PTG Voice
Good customer service is good for your bottom line. 73% of companies that provide an above-average customer experience do better financially than their competitors.
Using the PTG Voice unified communications system helps you provide better service and a better experience for your customers in a number of different ways.
No More Voicemail Phone Tag
When a customer is playing voicemail phone tag with one of your staff it can lead to them becoming frustrated and a potential sale taking longer than it should because they can’t get a hold of the person they need.
PTG’s VoIP system can ring your team from their mobile phone when they’re away from their desk, which helps them connect faster with an important customer.
Features like voicemail to email can also immediately alert someone of an important call, and the inclusion of SMS allows a staff member to quickly text a customer back if they happen to be on another call.
Create a Consistent Customer Experience
Customers contact your business in more ways than ever before. Here are some of the following popular channels that are typically used:
- Phone (95%)
- Text/SMS (63%)
- Messaging (55%)
If your customer contacts an employee at the office, will they get the same experience as when that employee is working remotely? What about the response time difference between a text and a phone call?
By consolidating your communications into a single platform, staff can be just as responsive when working from home remotely as they can at the office, no matter which method a customer is using for contact.
Reduce Hold Times & Improve Call Handling
Some of the biggest frustrations for customers calling into your business are long hold times and having to repeat their question to multiple staff members as they’re bounced around through transfers.
You can eliminate long hold times, call bouncing, and get your customers to the right person/department faster due to a number of enterprise-class features in the PTG Voice platform:
- Extension dialing
- Named ring groups
- Page all phones
- Inbound caller name
- Direct inbound dialing
- Hunt groups
- Receptionist View
Faster Customer Call Backs
If you’re in a long meeting and get out to a flood of voicemails, how do you know which are the most important to call back first?
With an antiquated system, you would have to listen to each message and take down notes before knowing that the last caller was the most urgent to call back.
With PTG Voice voicemails are transcribed for you automatically, so you can quickly glance down the voicemail list and see in moments the call backs that need your attention first, meaning the customer gets a faster response.
More Pleasant Experience (Custom Hold Music & More!)
One of the great benefits of a VoIP PBX phone system is that small businesses can easily afford features that used to only be available in expensive enterprise phone systems.
PTG Voice has 90+ enterprise-grade features, plus industry-leading network call quality and uptime. This means your customers get a “Cadillac” experience when they call that’s just as personalized as they’d find at a large corporation.
Some of these experience-enhancing features are:
- Custom Hold Music
- Custom Greetings
- Dial by name
- Auto attendant
- 3-way calling
Improve Your Customer Experience Today with PTG Voice!
You only get one chance to make a good first impression and often it’s your phone system that’s making it for you.
Contact us today to learn more about Pro Tech Guy’s PTG Voice solution. Call 508-364-8189 or reach us online.