Online businesses make use of many channels for customer support online - social media, website contact forms, email, live chat - but due to the nature of these businesses, many don’t set up a business phone number and instead use cell phones for any business calls that need to be made.
Is this the right move for businesses because they primarily connect with and do business with their customers online? Does an online business need a phone number? That depends. Oracle recently conducted a consumer research study that found “live telephone support is the overwhelming preference for nearly all consumers in North America.” A full 71% of consumers reported they prefer using a business number and 19% said they enjoy Click-to-Call services.
Even if the purchase is being made online, consumers (for the most part) still want to be able to connect with a company via live telephone support. If an online business doesn’t offer that option, it’s failing to accommodate a preference that a majority of North Americans have.
An online business that doesn’t have a dedicated business phone number probably won’t suffer immediate consequences, but it will begin to affect the reputation being built with customers. Companies that operate entirely online may be under increased scrutiny by some consumers, who may take a lack of a business phone number as a sign of illegitimacy.
The phone offers one of the quickest ways to get support - provided that the customer gets to speak with a live representative and not an IVR system - and is still favored by a majority of customers to other channels of support- 71% prefer phone support.
Check out the infographic below which contains some of the statistics we’ve mentioned above.
It’s clear that phone support is wanted by customers, but the hard part for many online businesses is figuring out how to set up a business phone number. Many of us don’t have a landline anymore, so the prospect of setting up a phone number for a business that has been running comfortably online up to this point can feel stressful.
Thankfully, there are some options that make it easy to set up a business phone number. One of the best is to work with a full-service call answering service provider who can be a “one-stop shop”: They’ll get your number set up for you and then manage the calls that come in once you’re up and running.
Conversational is a great example of a full-service call answering provider and offers the following when you sign up for a monthly plan:
There’s a free 30 day trial for all new clients, so you can give the service a try before deciding if the phone is an important channel for your business. Does an online business need a phone number? We believe they do. See if your customers respond positively when you open up their preferred channel of communication for them! Click below to start your free trial.
Publish Date: March 7, 2017 5:00 AM
Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.
Agents can also manage their scheduling need...
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|3.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
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SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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