How Switchvox Helps Improve Customer Service

By Leslie Conway

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Excellent customer service is essential to the success of your business, whether interactions take place in person, online, or over the phone. Problems will likely occur, but there are ways to manage it so that it satisfies your customer and meets business needs. So what bothers customers the most, and what can businesses do to prevent it?

Consumer Reports National Research Center recently conducted a survey to identify the top customer service complaints consumers had in the past year. Here are the results:

  • Can’t get a person on the phone: 75 percent
  • Rude or condescending salesperson: 75 percent
  • Got disconnected: 74 percent
  • Got disconnected and could not reach same representative: 71 percent
  • Transferred to representative who can’t help or is wrong: 70 percent
  • Company doesn’t provide customer service phone number, or makes it difficult to find: 68 percent
  • Long wait on hold: 66 percent
  • Many phone steps needed: 66 percent
  • Repeatedly asked for same information: 66 percent
  • Proposed solution was useless: 65 percent
  • Unsure whether on hold or disconnected: 62 percent
  • Can’t speak with a supervisor: 62 percent
  • Phone menu doesn’t offer needed option: 61 percent
  • Voice-recognition system works poorly: 61 percent
  • Salesperson is too pushy/makes sales pitch for unrelated products or service: 60 percent

As you can see, the majority of customer complaints involve a company’s phone system. The good news here is that inadequate technology can be replaced, but the key is to be aware of possible pain points in the customer’s journey prior to upgrading. You can’t fix what you don’t know is broken, and not every vendor has a solution that solves issues specific to your business.

Like many of our customers, Clark’s Nutrition & Natural Foods store had a priority list of features and capabilities they required in their new phone system. It was important to CEO Ray Clark that they stay ahead of any potential customer service issues and make every interaction over the phone a pleasant one.

Clark’s old phone system lacked the ability to transfer customers appropriately. Switchvox solved this issue by creating one centralized hub for customers to call into and be directed to any of the four store locations or departments by an easy-to-program IVR. Their second requirement was mobility, so that customers could reach specific department employees on their cell phones. Also, they needed a dedicated customer service line in order to maintain a paper trail and follow up on requests.

One feature after another, Digium’s Switchvox UC solution delivered the capability Clark’s Nutrition required to make life easier for customers calling in and the employees helping them.

While it is noticeable when customers have a pleasant experience with your business, it’s memorable when they have a bad one. As a business owner looking to upgrade your phone system, it’s important for you to be proactive and choose a solution that avoids complaints before they affect your company’s reputation.

 

See how Switchvox helped Clark’s Nutrition stay ahead of the customer-service-curve

Read Full Success Story  

 

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About the Author

Leslie Conway

Leslie Conway joined Digium in June of 2008 as Vice President of Global Marketing. Conway was responsible for setting world-wide marketing strategy and executing corporate, product and channel marketing activities to position Digium as a visionary leader in open source communications and IP telephony. Conway has more than 20 years experience in technology marketing and channel development. For the past 17 years she worked at ADTRAN, a networking and telecommunications company, where she most recently served as Vice President of Global Marketing responsible for corporate, product and channel marketing as well as pre-sales technical support and training. Additionally, Conway served in senior positions responsible for product marketing, product management and distribution sales. Prior to joining ADTRAN, Conway worked as a product manager at Intergraph Corporation and as a design engineer for General Electric. Conway holds a bachelor's degree in electrical and computer engineering from the University of Alabama in Huntsville, a master's degree in management and a master's degree in business administration from Florida Tech.

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