Author: Sandip Patel, BDE, Vindaloo Softtech Pvt. Ltd
Timely communication is critical for every business, whether a startup or a large enterprise with multiple geographical locations. When the strategies are shared, or teams collaborate seamlessly, it improves productivity and aids company growth. Internet telephony has caught up in the past decade to replace the clunky traditional telephone as a reliable and better business communication channel. In fact, the global market for VoIP services is expected to reach $102.5 Billion in 2026 (Research and Markets).
However, most businesses only consider VoIP systems as a sales or customer support tool and need to pay more attention to their marketing potential of it. With features such as CRM integration support, Message Detail Records, and accessible web conferencing modes, a VoIP system can severely improve any organization’s marketing strategy and help improve its position in the market.
A VoIP telecommunication system can be easily scaled-up and customized, and businesses can operate remotely by opting for a cloud-based solution. In addition, as a part of the marketing strategy, VoIP helps companies to connect with clients more personally, making them seem more approachable and less "business-like."
Here are some unique use cases of using VoIP systems in marketing strategies:
VoIP phone systems make purchasing local DID numbers cheaper than paying exorbitant international calling charges. This has twofold benefits for businesses as they create an impression of having a local presence, and people are generally more receptive towards calls from a local area code.
Giving people the option to contact via internet phone allows them to reach out to the business with any unanswered queries. You can even set up IVR as an auto-answering service, allowing customers to find their own way or leave a message for a callback.
Excellent customer service is a critical component of any successful marketing campaign. A VoIP system can improve your customer service in several ways. For example, VoIP technology offers features like call recording, monitoring, and analytics, which can help you track and analyze your team’s performance. This can help you identify areas where your team needs additional training or support and can also help you recognize trends in customer inquiries or issues.
VoIP also offers features like voicemail transcription, which can help you keep track of customer inquiries even when you’re not available to take the call. Additionally, VoIP Integrating with CRM must for Business Optimization tools, which can help you track customer interactions, manage leads, and keep track of sales opportunities. These features can help you provide better customer service, leading to increased brand loyalty and better word-of-mouth advertising.
Effective communication is the foundation of any successful marketing campaign. A VoIP system offers a range of communication tools that can help you streamline your marketing efforts. For example, with VoIP business phone systems, you can make calls, send text messages, and even video chat with clients, vendors, and colleagues worldwide. This makes reaching out to your target audience more accessible, building relationships, and promoting your products or services.
Additionally, a VoIP system can help improve your communication with your team. VoIP offers features like call forwarding, call routing, and auto-attendants, which can help ensure that you never miss a call from a potential client. These features can also help you redirect calls to team members who are better equipped to handle certain inquiries or issues. This can help ensure that your customers always receive the best service possible, which can go a long way in building brand loyalty.
Cost is always a significant consideration for any business, and a VoIP system can help you save money on your communication expenses. Traditional phone systems are often costly, and the costs can add up quickly when making long-distance or international calls. However, with the correct VoIP service provider, these costs are significantly reduced since calls are made over the internet.
Additionally, a VoIP system often has lower setup and maintenance costs than traditional phone systems. This is because VoIP is a software-based system that can be easily updated and maintained through the cloud. This can help you save money on installation and maintenance fees and can also help you avoid the need for expensive hardware upgrades.
One of the most significant advantages of a VoIP system is its scalability and flexibility. As your business grows, you may need to expand your communication capabilities to accommodate more clients and team members. With VoIP, this is a relatively simple process. You can add new users to your system with ease, and you can also add new features as needed.
Additionally, VoIP systems are highly flexible, which means that you can use them from anywhere with an internet connection. This can be especially useful for businesses with remote team members or those who frequently travel for work. With a VoIP system, you can stay connected to your team and clients no matter where you are globally, which can help you stay productive and efficient.
VoIP systems can be connected with CRMs, Email Sender Providers, Analytics, Automation, etc., to ensure seamless communication and improve their effectiveness and efficiency. For example, integrating your VoIP system with your email marketing platform allows you to automate follow-up calls or messages to customers who have shown interest in a particular product or service. VoIP system integration with CRM software provides a comprehensive view of the customer’s history with the business. This information can then be used to provide more personalized and effective customer service, as well as to refine your marketing strategy and improve customer targeting.
A VoIP system can be integrated with social media platforms to help businesses track and respond to customer inquiries on social media. Integrating your VoIP system with your marketing automation tools allows you to automate follow-up calls or messages to leads or customers who have shown interest in a particular product or service. You can also replace chatbots on websites with VoIP calling to allow website visitors to interact directly with the business.
Your marketing strategy will gain from a VoIP phone setup in a number of ways. It is a piece of technology that merges the old with the new, and it’s a great method to modernize a company while optimizing traditional modes of communication. This approach raises your profile in your sector by giving clients the choice of personal interaction and helps you to keep track of the most successful marketing strategies.
About Vindaloo VoIP Solutions Pvt. Ltd. (VSPL):
Vindaloo Softtech Pvt. Ltd., an offshore outsourcing company, based in Ahmedabad, Gujarat, India works in challenging software development industry with a goal of becoming ‘Your Destined Technology Partner’.
Published: Wednesday, May 31, 2023
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|5.)||ARC Quality Solutions|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
Our spectrum of outsourcing services in the various disciplines includes creatives, technical support, and information technology. The non-core side of outsourcing that we offer starts with giving you the ability to hire local talent or a team who will comprise your own back-office support, marketing, sales, and even call center support. Right now, we have a growing number of clients from the United States and Australia.
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX: A place for every digital interaction!
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.
Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.
Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.
Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.
Our Applications support en...
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
|19.)||CTMA New Zealand Ltd|
Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.
Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...