5 tricks: How to make your company look bigger

Medium-sized companies are much closer to their customers and offer a customer experience on an individual level that corporations find difficult to keep up with. However, there is often a lack of technology to be able to offer customer communication like a large company. Cloud communication solutions and unified communications as a service solve this problem. Comprehensive UCaaS functions make your company appear much more professional and larger in the area of customer communication. UCaaS tools offer your callers an exceptional experience without losing the agility that makes your SME so unique.

Here are five ways to make your business look big.

1. call forwarding and voice-controlled (IVR) menus

Powerful, voice and rule-controlled call forwarding at individual or group level, availability or skill-based. During and after business hours, as well as at any time of day.
Administrators and users can define where incoming calls should be received and even easily configure voice-controlled IVR menus for forwarding themselves. No investment. You only pay a monthly fee per user.

Example configuration:

• incoming call, your individual music plays until a call is answered
• IVR voice control menu: please select “1” for customer care, “2” for accounting ….
• interrupt the music every 20 seconds with a personalized text “Thank you for calling, please stay on the line. We will take care of your request as soon as possible
• forward the call to the responsible employee or group. In the office or home office
• If the call is not answered, forward it to voicemail. The audio file is sent by e-mail to defined distribution lists.

This feature is commonly known as call forwarding or, in the more complex case, skill-based routing. You can create and manage custom answering rules from any web-enabled computer or cell phone.

2. individual, professional announcements

Each greeting can be customized with your own voice, a professional voice-over or your favorite music.
You record a greeting, save it as a WAV file and simply import it into the greeting area you want to customize.
With Custom Greetings, you give your callers a sense of closeness and set the tone for an excellent interaction with customer service.

3. integrated softphone

Modern communication solutions such as a softphone can be integrated directly into your preferred business applications – for example a CRM. This allows your employees to communicate seamlessly from within the application and benefit from an optimized user experience. Making calls becomes part of your digital workflow – directly in tools such as:
Salesforce, Microsoft Dynamics, HubSpot, Zendesk, WhatsApp and many more.

Make and receive calls from your computer
Connect a headset or simply use your computer’s speakers and microphone to turn any computer into a phone and call controller.
Make calls to any of your contacts with a single click.

Manage and control your calls better
Simple call transfer, switch to “mute” or forward to voicemail.
Hold a call and pick it up from any other phone or softphone in the system. Seamlessly transfer an ongoing call to your desk phone, computer or mobile device.

Record calls
Record a single call or change the settings so that all calls are automatically recorded. Download recorded calls, save them on your computer or forward them to others for review.

Text-to-speech
Communicate with your callers without picking up the receiver.
Allow callers to listen to a standard message or enter a personal message. This is transmitted using text-to-speech technology, for example if you are too busy to take a call.

4. forward calls as required

Each extension can have its own individual business rules and operating hours.
Forward to any extension in the company using the transfer key.

Offer your callers the best possible service.
A phone call is often the first contact a potential customer has with your company.
If they are dissatisfied with your service, they will probably turn directly to your competitors.

5. find agents with a collective telephone line

Actively control the availability of your company: callers expect the right employee to answer their call promptly. If an employee is not available, the call should be automatically forwarded to another available colleague.

By setting up a hunt group, you control the automatic search for the first available employee in the group. Create groups for sales, technology, customer service, etc. – easily using modern communication solutions that adapt flexibly to your processes.

Conclusion

Large companies may have a head start when it comes to customer service technologies. However, with the right communication solutions, medium-sized companies can now also offer a level of service that is in no way inferior to that of large providers.

And the best thing about it? You don’t need additional, costly call center solutions. Your employees have everything they need for a unique service in a single platform.

As experts in unified communication, we offer you a comprehensive and personal service.
Simply contact us to arrange a consultation.