Built-in phone: Virtual IP-PBX

IVR

One way to improve the customer service experience is by implementing an automated phone system with pre-recorded messages and interactive menus.

• Pre-recorded messages can be used to provide customers with answers during non-working hours, holidays, or when all lines are busy;

• Custom-built interactive menus can be used to support customers in self-helping themselves without ever having to speak to a live agent. These menus can direct callers to the appropriate department, provide relevant information, and guide customers through common issues;

• Offering the option to schedule a call back can help reduce wait times and improve customer satisfaction. If a customer has to wait too long on hold, they can schedule a call back at a more convenient time. This can help reduce frustration and show customers that their time is valued.

Call Recording

If your company is looking for ways to improve its customer service, one effective strategy is to implement call recording.

• Call recording can help your company overcome potential disputes with clients. By reviewing recorded calls, you can identify the root cause of any issues and find ways to resolve them, which can help improve customer satisfaction and loyalty.

• Another benefit of call recording is quality monitoring. By reviewing recorded calls, you can determine the general satisfaction levels of your customers, as well as identify areas where your employees may need additional support or training. This can help you improve the overall quality of your customer service, which can lead to increased customer retention and revenue.

Tags and Comments

Analyzing customer calls is essential for businesses to gain valuable insights into their customers' needs and preferences. However, it can be time-consuming and challenging to go through each call manually. That's where call labeling and sorting come in.

• Sort and analyze calls according to specific topics. With a single click, they can access all calls related to a particular subject, such as customer complaints, product inquiries, or feedback.
• By including specific words in the comments, businesses can quickly find calls that relate to a particular issue.
• Track the frequency of calls on specific topics and measure campaign performance.

Queues

Queues are a way of managing incoming calls by placing them in a virtual line to be answered in the order they were received.

• Conversations are distributed according to a predetermined logic.
• Customers do not hear a busy signal.
• In case the customer gives up waiting, the team will see the missed call and have the ability to return the call with one click through the web interface of the platform.

Ring Groups

Incoming calls are distributed among different employees in a designated group so that all phones ring simultaneously or sequentially in case of incoming call.

Take advantage of the personalized service option - when a customer already served by a particular agent calls again within 72 hours, the call will be assigned to the same agent.

Detailed Statistics

Detailed statistics and monitoring are essential features of a cloud PBX system, providing businesses with valuable insights into call volume, wait times, agent performance, and customer satisfaction. By utilizing these features, businesses can make data-driven decisions to improve their call handling processes and enhance the overall customer experience.

International Phone Numbers

Expand your business abroad without leaving your office. With international virtual numbers, your team will have a local number from any country in the world.

Using a local number will improve the company's professional image and increase the likelihood that customers will return you a call.

Call Tracking 

Call tracking allows businesses to monitor and analyze their incoming calls to gain insights into marketing campaigns effectiveness in digital and offline channels.

By using call tracking, businesses can optimize their search campaigns and make informed decisions about their marketing and sales strategies.

CRM and ERP Integrations

• Microsoft Teams
• Microsoft Office 365
• Microsoft Dynamics Oracle
• Oracle Netsuite
• HubSpot