In recent years, VoIP (Voice over Internet Protocol) was considered a non-traditional business phone system. However, the COVID-19 pandemic has changed this perception, and now internet-based phone systems are not just the norm, but essential for business continuity. The shift to remote work and hybrid offices has resulted in a 210% increase in the use of VoIP and video conferencing. In fact, 67% of surveyed companies believe that switching to VoIP has improved their call handling capabilities.
One of the significant advantages of VoIP is that it allows businesses to operate without being tied to a physical location. This flexibility enables efficient management of staff spread across multiple locations, providing seamless communication and collaboration. Moreover, VoIP offers cost savings compared to traditional landline-based systems. The technology itself is more affordable, and calling plans are often more cost-effective. Businesses can also add new numbers with minimal expense.
VoIP offers various features that can benefit small businesses, but business owners may not have the time to enable all of them. To drive efficiency, productivity, and provide a positive caller experience, here are some of the best features of cloud-based business phone systems:
Automated Attendant
In small companies, the person answering calls often has additional responsibilities. An automated attendant can free up their time and provide callers with a better experience. The auto-attendant acts as a company directory, forwarding calls to the appropriate department or staff member based on a recorded greeting and simple menu options. This minimizes the need for callers to explain their reason for calling multiple times.
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Find Me/Follow Me
This feature is highly favored by VoIP users, with 77% of surveyed employees finding it valuable. It allows the use of a virtual phone number that can be accessed from multiple devices, and calls can be easily transferred between devices. Whether on a PC, in a conference room, or using a smartphone, calls can be received without friction, providing a single phone number for callers to reach the person regardless of their location.
Hold Music
Playing pleasant music while callers are on hold may seem insignificant, but it can significantly impact customer satisfaction and lead generation activities. Studies have shown that callers are less likely to hang up when on hold with music compared to silence. Hold music reduces the percentage of callers who hang up and also creates a perception of shorter wait times, leading to happier customers and increased lead retention.
Voicemail Transcription to Email
Going through a string of voicemails can be time-consuming and frustrating, especially after a meeting. Voicemail to email feature in VoIP services sends recorded voicemails to email along with a transcription of the message. This allows users to quickly scan through the emails and prioritize callbacks without having to listen to each voicemail individually.
Ring Groups
Ring groups are particularly useful for small teams. They allow a group of numbers to ring simultaneously until one person in the group answers the call. This ensures that calls are answered promptly and reduces the need for callers to leave voicemails. Ring groups can be set up for various teams, such as sales, accounting, and customer support, to improve call handling and response times.
Call Reporting
VoIP phone systems provide real-time call reporting, which is not available with traditional analog systems. Call reporting can offer insights into call volumes, busiest call times, and call handling performance. This information can be used to optimize staffing levels and call handling processes, leading to improved customer service and operational efficiency.
Local Support
While not a system feature, having local support for VoIP is essential. Opting for a VoIP service provider that offers local support ensures that you have access to assistance when needed, such as setting up VoIP desk phones and optimizing system settings. Having reliable local support can help ensure that your business phone system operates smoothly and without interruptions
