We live in a digital age where many customers prefer to interact with businesses via text or Webchat. Still, you need a phone system to connect with your customers. 71% of customer communications still happen over the phone. Not all phone systems are created equal, though. Having the right solution can significantly improve the customer experience (and reduce the workload on your team).
If you are thinking about setting up a new phone system for your business, here are some tips to guide you along the way.
Ensure a Reliable Internet Connection
Using a VoIP phone system will give you a long list of benefits, but a reliable internet connection is essential. If your internet fluctuates or isn’t fast enough, the call quality will suffer.
If you want to know exactly how strong of a connection you need, ask your VoIP service provider. A general rule of thumb is that you need at least 100 kbps upload and download for each line you are using. Given that your internet provider likely offers your speed in gigabytes, most companies should be able to meet this requirement.
That being said, if you notice low call quality, consider upgrading your internet speed. You should also keep in mind that even if your VoIP system works with Wi-Fi, it will usually do better with a wired connection.
Set Up Any Relevant Hardware
If your VoIP system includes hardware, you will have to set it up. For example, maybe you are using a hard phone instead of apps on your tablet, computer, or mobile phone. The good news is that your VoIP provider should be happy to provide you with easy-to-follow instructions and troubleshooting as you do so.
Depending on your existing phones, you may be able to use VoIP adapters to get your old hardware to work. This reduces the upfront hardware and training costs. Many VoIP systems also work with softphones, meaning a phone app on your mobile phone or other devices. If you choose a system with softphones, you may not need to buy any hardware at all.
Port Your Number or Get a Number
If your company already has a business phone number, you should be able to port it over to your new business phone system. If you don’t have a number, you must decide whether you want a random local number, a toll-free number, or a vanity number, which spells out a word, for example.
Ideally, you will have the same business phone number for texting and calling customers. This will increase the response rate and open rate for texts. Customers will also have an easier time remembering or looking for your number.
Get Familiar With the Features
One of the biggest reasons that businesses choose VoIP phone systems is the long list of features they include.
Some common features include:
- Call queuing
- Letting customers text instead of call
- Call transcribing
- And more
The features will vary based on your VoIP provider and business phone system plan.
You will need to take the time to familiarize yourself with each of the features offered by your VoIP provider. After all, you can’t make the most of a feature that you don’t know exists. And you may need to read a guide or watch a video to see how to use them. Many features will be intuitive, but you will still need to confirm you understand how they work before interacting with customers.
