How Can Phone Systems Improve Customer Experience in Your Business?

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How Can Phone Systems Improve Customer Experience in Your Business?

Based on a survey conducted by Harris Interactive, 89% of consumers have stopped doing business with a company after experiencing poor customer service. That’s an alarming number to say the least. Delivering first-class customer experience must be a top priority for all companies. No matter how well your business is doing now, if you provide poor service, even just once, you might be doomed to fail.

And if you believe that “the customer is always right” philosophy only applies to big companies, think again. A top-notch customer experience is even more important for small companies establishing a corporate reputation from scratch. Whether you learn from your own failures or by analyzing other companies’ mistakes, you must figure out what can seriously harm your business. And figure it out now.

Luckily for you, we have gathered the top 5 mistakes to avoid in customer experience while also explaining how tools, like phone systems, can positively influence what your clients think of you:

Mistake #1: Putting Your Customers on Hold for Long Periods of Time

The first thing you have to keep in mind is that your customers are busy people, just like you. So put yourself in their shoes, you won’t enjoy waiting for hours to get your problem resolved. It is frustrating to keep waiting and waiting in line. According to Harris Interactive, “75% of customers believe it takes too long to reach a live agent.” However, you can make take advantage of some convenient features that phone systems offer to avoid this.

The Solution: Phone systems with automated attendant are a great option. For example, Mission Machines Z-60’s auto attendant can be customized so that if you receive an urgent call you will be able to answer it, even if you are already on the phone, thanks to call waiting feature. You can also provide your customers with a list of automated options and transfer them to the right person or department.

If you want to see the full list of features offered by the Mission Machines Z-60, you can check this product page at

Mistake #2: Transfer Your Customers to the Wrong Department

“26% of consumers have experienced being transferred from agent to agent without any resolution of their problem,” as stated by the 2012 Global Customer Service Barometer. This process of transferring a caller from one department to the other not only results in a waste of time and money for your business and your client; it also lowers your business credibility and reputation.

The Solution: Your customers will easily be able to reach the person they are looking for by using the call forwarding feature. Just make sure that you have the right information from your client to help expedite the process. This was your team can be immediately aware of whom they should be transferring this call to.

Mistake #3: Leave Your Customer’s Calls or Messages Unanswered

Ignoring your customer’s concerns will make them feel unattended. Nothing can cause a worse impression than hearing a client say, “It’s been two weeks now and they haven’t helped me”. If you truly care about your customers, you should offer them support in a timely fashion.

The Solution: You should obviously respond to your customer’s inquiries promptly. But, what happens when you can’t pick up the phone? Voice mail messages are always a common option. The good news is that thanks to the latest features in phone systems, once your clients leave you a voicemail message, you will now receive an email letting you know you that someone has contacted you at the office. No matter where you are, you will be able to check it right from your cellphone.

Mistake #4: Use an Outdated Telephone System

“42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications”, as revealed by Forrester. The hidden costs of obsolete technology can have a big effect on your budget as well as your productivity. Instead, we think the perfect match for a small business is to use both, analog and VoIP lines.

The Solution: Hybrid phone systems combine analog and VoIP lines for greater performance. Cutting-edge technology helps business save on communications costs; for example, long-distance calls are cheaper than ever before.

Mistake #5. Forget to Track Your Team’s Performance

According to McKinsey, 70% of buying experiences are based on how the customer feels they are being treated. If you care about your customers, develop strategies to provide a remarkable customer service and make sure your customer service representatives are treating your customers right.

The Solution: Whenever an agent does not know how to deal with difficult customers, you can take advantage for the 3-way calling feature. If you want to check the individual performance of your employees, you can make use of one touch recording of “live conversations.”

As shared by Lee Resources, “91% of unhappy customers will not willingly do business with you again.” Satisfied customers provide the most valuable references of your business and quickly become in loyal customers. To provide a remarkable customer service, you need to avoid the mistakes mentioned above and -if you don’t have one yet- consider getting a phone system. You will need it.


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