Small businesses tend to work on a local basis, conversing with people in an intimate and personal manner. In fact, when we start something, the first few customers are usually from partnerships and friendships made in our professional/personal lives. Cash-strapped and light on resources, entrepreneurs are always looking for tools that help them scale up and provide the right kind of support. The right products can accelerate your business growth and keep the customers satisfied.
Why not chat? Or social media? Why phones?
Phones have been the standard medium of communication for the last two decades. And for a very good reason.
Till date, despite the newer channels gradually stepping into the conversation game, we tend to cushion on phones calls for the more deeper, time-sensitive conversations. But why? For a fact, aren’t chat, twitter or facebook channels the more advanced, cost-cutting and tech-savvy millennial alternatives. Maybe that’s the real problem. Expecting a whole generation of users to suddenly switch to channels that might need some extra effort from their end is the actual gap. When the whole idea of tech innovation is to make life simpler, these new alternatives do just the opposite. At a more granular level, this leaves us to realize the upper hand that phone calls have in terms of accuracy, relatability, instant responses and beyond all the relief of being heard out and understood by someone as human as the caller.
Make it ‘Personal’. Build your business call center
Most businesses use voice calls as a vital channel of communication be it internally among employees, customers as well as reaching to prospects. Phone calls are great because they help business provide instant gratification to their customers or prospects. Phone calls also give you the chance to endear yourself to every caller. However, it would sabotage your business, to strap yourself to capital-heavy, time-consuming products that will seriously drain your revenue. What you need is a smart purchase; one that will neither be difficult to implement nor causing a strain on the liquidity! You need to go for a cloud-based call center software.
All aboard the cloud based call center software bandwagon
Cloud-based call center software such as Freshcaller, Aircall, Grasshopper help you in creating and building your phone team in minutes. There is no waiting time for the hardware to arrive nor do you need to download any software for it to work. All you need is a browser and a working internet connection. Your phone team can pick up calls from their laptop, add notes, record calls etc. You can add or remove phone numbers, team-members, and change call handling rules any time without any downtime. You do not have to worry about maintenance of phone system or downtimes due to local/national emergencies. Your call center is hosted on a globally distributed architecture ensuring that you do not have downtime owing to the call center software not working.
Purchasing phone numbers whether local or toll-free is simple using a cloud-based call center software. You can purchase phone numbers in minutes while changing the routing rules on the fly. Cloud-based call center software provides a pricing model based on the number of your employees using the platform. There will be a per-agent fee as well as a charge for calls.
Is the switch from hard phone to cloud easy?
Most of us grew up using hard-phones and in a way has helped shape the idea of control over phone systems as well as how we handle calls. Till date, a number of people talk about how they like picking up the receiver and talking to customers. However, the advantages of attending the phone call without a hard phone outweigh the excuse of being used to it. Cloud-based phone calls let you be productive whether you are at home or in the office. While attending calls on your browser, you can also transfer the calls to another agent or a different team without having to remember their extension or phone number. You can always take notes along with the call without having to rush for a pen and paper. Even better is the fact that your notes and previous call conversations are available when you are talking to the customer again.
Is the switch from on-premise to cloud call center software easy?
The extent of work that a call center software demands, needs no separate mention. A typical day is already stuffed with a fleet of calls and a queue of customers waiting to be heard out. Where handling humans is in itself a big challenge, enough to keep you up and running through the day, an on-premise software is not going to lessen your burden at any cost. It’s often seen to chew up a considerable share of your time and money in fixing up the system. Dealing with the downtime, hardware glitches, maintenance and everything that a physical device demands, shifts your focus from spending quality time in handling the more pressing issues. So, moving to a cloud center gives you that bit of breathing space to focus better on delivering quality support to your customers sans all complications of an on-premise one.
Cloud-based call center software is the future for all businesses. It is simple, intuitive, and perfectly fits the bill for a small but growing business. If you want to use a phone system for your business but want our recommendations, please leave a comment below with your requirements. We will guide you as per your requirements.
Vipin is a Programmer who loves blogging and used to do research on new things. He loves to share those information through this blog. You can contact him via email [email protected]