VoIP for Small and Medium Sized Businesses

For small- and medium-sized businesses (SMBs), the loss of even one customer can be damaging. SMBs depend on their reputation, and even a few unhappy customers can have long-term effects on their business. Today’s customers expect to receive fast, efficient, and effective assistance, regardless of whether they’re interacting with a 250-person contact center or a 5-person helpdesk. If they don’t have a good experience, these customers have thousands of alternative places to take their business.

There are many ways small- and medium-sized businesses can benefit from contact center technology. Let’s look at a few common uses:

• Doctors’ offices, hospitals, and insurance companies can use automated, prerecorded menus to answer common patient questions,
• Financial services, such as banks, credit unions, and accountants, can assign representatives to answer general inquiries about accounts and services.
• Hospitality businesses, such as hotels, spas, and restaurants, can use contact center options to direct customers to service menus or reservation lines.
• Home service businesses, such as plumbers, electricians, and HVAC technicians can connect to after hours answering services and emergency dispatchers.
• Non-profit organizations can use information hotlines to manage volunteers, provide service alerts, or solicit donations.

The possibilities are endless. Contact center software allows businesses to take calls in-office or remotely, or facilitate third-party after hours answering services. Users can pre-record menus that direct callers to common FAQs like hours, directions, or service menus. And because virtual contact center software is plug-and-play, there is no expensive equipment to purchase as your business grows. As long as you have internet service, you can add phone service to new offices or locations.

Omnichannel Communications

Today, consumers expect to interact with businesses in their channel of choice, including phone, email, chat, and social media, as well as self service.  Small businesses can use automated voice lines to offer real-time support to customers after hours or during peak service windows. SMBs should look for contact center solutions that offer a variety of features for different use cases.

• Omnichannel capabilities supporting multiple channels like voice, text, and email.
• Fast deployment, so that new service can be up and running in days 
• Simplified, predictable and affordable contact center pricing 
• Reporting and actionable analytics
• Real-time recording and contact center agent monitoring tools
• Basic CRM integrations (SalesForce, Zoho, etc)

Still Have Questions?

VoIP PhoneIn the past, accessing the same sophisticated contact center tools as larger enterprises has been a challenge for many small and medium-sized businesses. Smart Office VoIP is ideal for SMBs looking for a cost-effective and simple-to-deploy contact center solution. Our platform offers full omnichannel support and and advanced integrations to enhance the customer experience. Our contact center levels the playing field, making it easier for small brands to provide consumers with the top tier customer experience they expect.

Contact us to learn more about what our contact center can do to support your customer experience. And check out our other articles for more advice on specific industries and use cases.