Despite all of the technology that is part of our daily lives, a recent report (and a poll of 1,000 people) by Parature found that 81 percent of Americans still prefer to use the phone when communicating with businesses. While this report doesn’t mean that unified communications (UC) features like fax, chat, or email aren’t critical, it certainly supports the fact that quality voice communication with customers is of the highest importance. Buyers should keep this face in mind when choosing a business phone system.
We’ve identified three factors that you should be taken into account when choosing a communication system for your own business.
- Mobility: The more reachable your employees are, the better care your customers will receive. That’s why it’s important to utilize a communications system that enables mobility for your workforce. At the end of 2015, 42 percent of the global population will own a smartphone, according to a study conducted by Forrester in 2014. With the Internet being such an important part of everyday life, email, instant messaging, and video are all channels that your customers (and employees) should have access to. While the phone is still one of the most popular methods of business communication, a UC system is now a necessity to keep pace with the competition.
- Scalability: It’s important to keep scalability in mind when considering a phone system for your business. As your business grows, so does your need for more employees and more phone lines. A UC system hosted in the cloud is far easier to scale up (or down), since additions and changes can be done over the Internet. Plus, you won’t be geographically constrained when hiring new employees, since they can work remotely from home. This kind of mobility means that you can expand your pool of talent beyond your immediate area.
- Disaster recovery: If a storm or other disaster were to cause a power outage in your building, what would happen to your communications system? In all likelihood, your customers won’t be able to reach you. This is important to think about when you consider that 62 percent of consumers say they’ve stopped doing business with a brand due to poor customer service. A communications system that is entirely hosted on-premises has essentially no chance of recovery, at least without the assistance of maintenance workers. In contrast, a cloud-based system is able to redirect calls to employees’ alternate phone of choice over the Internet. Even when disaster strikes, you will still always be there for your customers.
Communication with your customers should be a top priority, which is why having the right phone system for the job isn’t just important, it’s a necessity. To learn more about how Star2Star can enable you with a top-of-the-line communication system, click here.