While large companies have been using Internet Protocol-Private Branch Exchange (IP-PBX) as their communications platform, adoption of this technology among SMEs has also been increasing.
IP phones have sophisticated features that enable the SME to bring a more professional and efficient business to its customers. More than just acting like a telephone switchboard that connects calls to extensions, it allows three-way conferencing, call waiting, call park, call pickup, auto dial, text messaging, anonymous call and anonymous call rejection, plus it includes message waiting indicator and hands-free speakerphone that cancels the echo, among other functionalities.
A telephone system that simply holds, forwards and transfers calls is no longer enough for a growing business. Not only does it have limited functions but also performs less than business-grade level. Traditional phones also lack flexibility and cost more.
The customer is king.
Businesses put a prime on customer experience. Behaving like a company quite larger than oneself gains the confidence of customers, who can observe a lot in the first point of contact such as a telephone call. A SME should come out like a company with enough resources to address the customer’s need to make a good initial impression or earn a sales lead.
Don’t let a customer get a busy line and if he has to wait to be attended to, make sure the company has personalized music as ring tone, which comes with IP-PBX. Customers also experience clear phone calls with high-definition audio.
Moreover, IP phone systems enable employees to handle customer calls and perform their tasks professionally and efficiently. These increase collaboration among the staff and equips them with the tools they need to get the work done. Other useful features include LCD screen for clear display, downloadable phonebook and call log.
But IP phones not only enhance business productivity. These also lead to savings on communications and network management costs. This is another benefit that SMEs find attractive as they shift to IP-PBX, which uses a single line for data, Voice over IP and traditional telephony. SMEs get to save on phone bills and it is even fully scalable so it grows with the business without the high deployment costs.
Overall, what drives the increasing usage of IP phones among SMEs is customer satisfaction. Businesses work hard to attract new customers and manage relationships with existing ones, generating additional sales from new customers and selling to existing customers, especially loyal clients who spend the most money on one’s products or services.
If it isn’t part of one’s New Year’s resolution yet, the business should work on improving customer service this year, starting with the migration to IP phones. How the company handles its customers may mean the difference between a mom and pop business and a SME poised for growth.