As businesses look to make their operations efficient—and internal collaboration more seamless—they’re increasingly turning to all-in-one communication tools that bring together business voice, team messaging, texting and video conferencing into one simple-to-use platform.
While these platforms make work easier by preventing employees from having to juggle multiple stand-alone applications, they also can greatly enhance the customer experience.
Here are three ways having an all-in-one “unified” communications platform like Spectrum Business Connect with RingCentral can elevate your customer experience:
You can respond to customers’ needs and requests faster.
A unified communications tool can speed up your customer response time in several ways, including:
- The voice calling service included with Spectrum Business Connect has features such as speed dialing—which makes calling back customers as quick as the click of a button—as well as many advanced call-routing features to ensure calls get to the right people.
- You or your employees can also easily text customers or start a video meeting with them all right through your computer or using the Spectrum Business Connect mobile app on your smartphone. The ability to communicate from anywhere, anytime, and through multiple channels means you can communicate with customers in a way that’s most convenient for them and you.
- You can get all voicemails forwarded to your email inbox, so you can get them and respond faster from anywhere you happen to be.
You can make customer interactions more tailored, flexible and personalized.
The integration of your key communication tools means you can have the type of customer interaction that makes the most sense at any particular moment. For example, if you’re on a voice call with a customer and want to show them a document, website or photo on your computer, you can easily switch that phone call to a video call and share your screen.
Moreover, you can keep better tabs on your long-term communications with your customer through the portal—whether your text messages or your phone calls—so you have an ongoing record of communications that can help you serve them better.
You can use analytics to enhance your customer interactions.
Spectrum Business Connect includes robust call and meeting analytics that can help you improve your customer service and make refinements‚ such as determining how to resolve customer issues more quickly and finding out what customers are calling about most.
The platform can also be integrated with certain customer relationship management (CRM) software so you can have past customer interaction information at your fingertips when you speak with them.
Business owners should also consider the overall impact a robust and advanced communication system can have on their reputation and image, says Holly Hinze, vice president of product management at Charter Communications.
“Spectrum Business Connect gives small and midsize businesses (SMBs) access to so many features that used to be exclusive to enterprises,” she says. “It can really help a small business feel bigger and more professional.”
Spectrum Business Connect with RingCentral is available exclusively to Spectrum Business Internet customers. To learn more, contact us at 855-299-9353.Print this article