Office Telephone – Features set that will Help Boost your Customer Service

Customer service or support is an important aspect of any business. It often defines the level of service that a business provides and helps in creating a brand name. Furthermore a good support mechanism helps in generating sales via a viral word of mouth and referral. However having good representatives is not the only factor, it should be combined with a good and reliable office telephone system that will cater to all your requirements and improve the overall experience of your callers.

Must have office telephone features to improve customer support

Greeting message – Greeting message is a must have office telephone feature for any business. It can be considered as the window for your business and having a good and professional greeting will help in making your business seem big, professional and reliable. Additionally having such feature will remove the burden from your staff of having to greet callers again and again that may affect the overall service that they provide.

Menu system – An office telephone menu system is handy for businesses with multiple departments and numerous staff. A caller will greatly appreciate it if he is able to connect directly to the concerned department without being transferred back and forth. However, small businesses with a few employees may be better off with just an automatic attendant or perhaps a real attendant especially if the work loads are being shared among the staffs.

Call recording – Recording calls is a standard requirement for businesses who do heavy customer service. Not only that it will help you monitor your staff on how they perform but it will also give a sense of security and protection to your callers. However you need to bear in mind that prior to a call you need to inform your callers that the call may be recorded for quality or training purposes via an IVR otherwise you may get into legal problems.

Messages on hold – All business probably do their best to avoid putting a customer on hold or in a queue. However there may be times that no matter what you do it is unavoidable especially during busy times of the day. What you can then do is improve the on hold experience by entertaining your customers using music, trivia and the like. This will help keep their cool and lighten up when a representative picks up their call.

Toll free hotlines – Businesses with national operations must have a toll free hotline, not only that it will help improve national presence but will also help in providing quality service. Try to think like a customer, do you think you’ll be happy shouldering the cost of a support call?

The combination of a good representative and a good office telephone is only a part of a good overall service. The main goal is to meet your customers expectation.