You hear a lot about big data nowadays, but not in connection with small- and medium-sized businesses (SMBs). To compete with the big guys, SMBs need Voice over Internet Protocol (VoIP) to get better access to customer data. Read on for the best ways to leverage your VoIP data to serve clients.
Time/Date data
The information that nearly any VoIP system should be able to access easily are the time, date, and duration of calls. Since most businesses usually have tight budgets, they can learn a lot from analyzing this data to help decide how many employees are needed to answer the phones and at what particular times.
For instance, most calls happen on Mondays, but the lines are usually dead by Tuesday afternoon. Knowing this can improve the way your staff works. Find the right time and day that calls are expected and days where no one has to work the phones.
If you’re making outbound calls, pay close attention to the time that customers are most receptive. No one likes to get a call during dinner time, so don’t waste other people’s time. VoIP can help you refine your call schedule to ensure that you reach the person at the end of the line.
Location data
Location data is easy to track and a simple way to perfect your call strategy. Understanding how purchasing habits differ in various locations can improve your marketing, customer service, and client retention skills.
Ask your VoIP service provider about call-routing options, so you can direct the call to the right person depending on the customer’s needs. With the right amount of preparation, you can help anyone regardless of that person’s location as if your company were right around the corner.
Customer intelligence
Combining VoIP services with your customer relationship management (CRM) software can reveal new data points. How many times have you called a support line regarding an issue and have had to explain your history with the company all over again?
Even if you spoke to the same representative every time, the chances of the latter remembering you and your story are slim to none. With proper CRM integration, your VoIP system can route callers to the same service representative every time they call and provide your staff with a detailed support history.
Customer habits/personalities
Analyze call habits and predict how to contact and assist clients even before they need help. Match clients with your service and sales representatives based on their personalities. Take note of your employees’ age, gender and average call time to route customers to the best possible representative.
Product/Service trends
Whenever possible, tie data to specific products and services with every call and look for patterns that result in a successful connection. If you notice that most customers who bought your product come back to buy accessories within three months, don’t waste money marketing accessories during the original sale and trust what your data tells you. Follow up in a month and ask if they’re interested in that ancillary product.
VoIP services track all your data, all the time. SMBs can easily view and analyze up-to-date data in no time. This can revolutionize how you design your customer interaction strategies.
Do you feel like you could get a better ROI from your VoIP services by examining your call data? The solution may be as simple as organizing your usage statistics better, or as intricate as installing specialized analytics software. Regardless of how you want to go about it, we can help you, so contact us today!
If you’re making or receiving Voice over Internet Protocol (VoIP) calls, you may gather a lot of valuable data without knowing it. Whether you’re still getting accustomed to your new telephone system, or you’re simply unaware of your VoIP data, here are five things you can do to benefit from it.
Collaboration, file sharing, and data management are made easier with Office 365. You can use its apps anytime, anywhere, and on any device, but do you really need all the features of the fully fledged subscription plan, or is a smaller package a better fit for your business? We’ve provided a list of the different features of each O365 plan to help you make the right choice.
With its state-of-the-art tools and features, Office 365 helps businesses manage data, share files, and improve team collaboration. You might be thinking of using this tool to improve your operations, but with the different Office 365 plans available on the market, how can you make sure that you’ll get your money’s worth? This article will help you choose the right plan for your business.
Office 365 has become the go-to all-in-one tool for businesses in recent years. With different Office 365 plans — Business, Business Premium, Enterprise E1, E3, and E5 — you can have a set of services and features that are perfect for your business. We’ve summarized a list of the different features of each plan to help you select the right one.
Social media platform Pinterest launched “Promoted Pins,” a premium advertising service aimed at large enterprises, then later released a similar product called “DIY Promoted Pins” for small- and medium-sized businesses (SMBs). These prove how popular social media has become when it comes to establishing an online presence for companies. The following tips will help you get started.
Helping SMBs establish a firm online presence, promote corporate content, and drive web traffic, Pinterest is every entrepreneur’s dream. Here are some pointers to consider when using Pinterest for promoting your business.
A lot of small- and medium-sized businesses (SMBs) are forsaking conventional marketing schemes in favor of social media platforms, and for good reason. A social networking site that is gaining popularity is Pinterest, where businesses can promote their pins to boost website traffic, improve reach, and increase click-throughs. But wait, there’s more!
In these times of internet fraud, phishing scams, and high-profile hacks, you can never be too careful. Even if you think you have enough precautions in place, it always helps to take another look at your online safety. Here are some browser extensions you can add to improve your online security. 
Think you’ve got enough online security measures in place within your company? It’s hard to tell since you’ll never really know what the next malware or online scam will bring. Plus, it only takes one employee’s mistake to put the company in danger. It’s time to add another layer of online security using browser extensions.
Full-service, pay-as-you-go all inclusive websites, from design and content to SEO and social media management for one low monthly price.