Wednesday, 12 April 2017

10 Signs You Should Invest In Cloud Telephony

Whether you are a startup or a well-established company you would be on a continuous lookout for tools which can improve your customer’s experience. What if there’s a tool which covers your customer support, sales & marketing function – all in one? Cloud telephony offers businesses flexibility in organising all the customer touchpoints by tracking, monitoring & recording all conversations.

So what could be those signs which highlight the need to adopt cloud telephony now, more than ever? Let’s look at 10 of them

1.    Unable to track customer calls
a.    What happens to the calls made by your customers during after-office hours or on holidays?
b.    Even during office hours do you have a report showing all the calls made or received during the day?
2.    Unable to track sales calls
a. Recording sales calls can give you better insight into your sales team’s capabilities and customer queries. The recordings can be referred in the future too.
b.   Many companies have sales executives in the field making & receiving calls. Like in financial services – banks, insurance firms, other financial services where-in executives travel extensively on sales calls. Often customers come up with issues related to wrong sales, wrong pricing etc. Cloud telephony can help such firms ensure all business calls are made using a virtual number which will track, monitor and record all such calls.
3.    Unable to track marketing ROI
a.    Mostly, digital marketing campaigns are tracked via actions & updates in the CRM. After that automated workflows kick in and actions are taken as per the user cohort & preferences. Linking up telephony can ensure that calls too can be triggered linked with the CRM workflow. Again – this is very relevant to the Insurance industry where-in calls have to be made as per certain regulations.
4.    Hardware becomes obsolescent every 2-3 years
a.    In addition to facing a risk of hardware becoming obsolete, annual AMCs need to be doled out to ensure everything is functioning normally.
b.    Backup in case of system failure is expensive as additional hardware needs to be positioned
5.    Need to maintain an IT admin team to monitor network & IT infrastructure
a.    At a minimum, an IT admin will have to be positioned to take care of the call system related hardware & software for troubleshooting. This cost too can be avoided by adopting cloud telephony.
6.    Software upgrade is costly & time taking
a.    Incompatible with existing environment – device, operating systems
b.    Need to upgrade frequently with the latest fixes and features
7.    Lack of timely response to customer queries on social media
a.    An integrated CRM and calling solution enables executives to view all customer interactions in a single window and respond in real time.
8.    Unable to handle call volume during festive season or promotions
a.    With no dependency on hardware or software, scaling up or down can be done easily on the cloud.
9. Having to block funds for hardware in CAPEX while business growth is unpredictable
a.    Especially relevant if the business is a startup. Often the demand 6 months down the line is not predictable and investing in CAPEX related to hardware could end up blocking money.
10. Looking at automated solutions which can scale up or down. Additional functionalities which can be availed with cloud telephony are
a.    Using outbound IVRs to run large scale surveys, send automated message or calls to the customer database and much more.
b.    Missed call campaigns can be run linked with marketing campaigns, customer feedback and so on
c.   Automate standard queries via an IVR system – relevant to BFSI segment where-in customers often have repetitive queries, which can now be automated at the IVR level itself instead of needing to connect to the call center.

About Us- is a Deloitte fast 50 technology company catering to the Contact centre needs of over 500 enterprise customers in India - HDFC Bank BigbasketShaadi.comZomatoHULAbhibus. just to name a few.

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