With the worldwide outbreak of the coronavirus, companies have had to adjust pretty quickly. Inside of a few weeks, employees were forced to stay home to contain the spread of COVID-19. Many organizations were caught off guard, lacking the necessary tools that would enable their workers to perform their jobs from home.
While there are many things to consider, one of the main challenges to be tackled first is how the company is going to communicate both internally and with customers. There are many options to choose from: instant messaging, email, social media outlets, etc. However, to ensure business continues as usual, the company should maintain the same communication channels it had in place before the pandemic arose. If the organization was still using the phone as its primary means of contact, it should continue using it – even when employees are working from home. The best way to achieve this is through virtual phone systems.
VoIP systems are extremely easy to set up and use, as they only require a computer connected to the internet to work. While there are providers that offer physical telephones, VoIP systems are nothing more than a piece of software, and can, therefore, be installed on any computer with a few clicks. In fact, most virtual phone systems run on a browser where the user only needs to install a browser extension or log into the VoIP’s website.
VoIP services offer additional benefits: they’re cheaper than traditional phone lines, work on mobile, and come packed with various features that can improve any organization's phone operations. Furthermore, there’s no need for a technician to go to the office and install the phone system. Since most virtual phone systems are very easy to set up, installation can be performed by the IT team or even by the employees themselves if necessary.
VoIP Features That Improve Internal Communication
One of the main reasons to have a phone system in place is to have employees call each other and solve pressing matters in a matter of a few minutes. VoIP systems come with all the features your company is probably already using with its traditional landline system, and then some. Besides the usual click-to-call and extension dialing, some VoIP systems also offer conference bridges that can connect multiple employees – perfect for team meetings. Most virtual phone systems also come with a softphone, which is software that can be installed on the workers' mobile phones and used in parallel with the company's system.
VoIP Features for Customer Handling
At the same time, VoIP systems offer various features that enhance the customer experience when contacting your organization. It's possible to have a comprehensive IVR that can be easily set within the company's admin dashboard, plus call forwarding, voicemail transcripts, and three-way phone calls. But where virtual phone systems usually outshine traditional landlines is in their ability to record calls and then display call logs and analytics on the administrator dashboard. Better yet, there’s also the possibility to incorporate this information with other software you may already be using.
Making the Most Out of VoIP Integrations
When looking for a virtual phone system, it's essential to understand what integrations the provider supports. Especially when employees are working from home, companies need to use multiple applications to ensure a smooth workflow. VoIP providers can integrate with existing CRM software and team organization apps to ensure everything is connected. This way, employees will have an easier time not only when contacting prospects, but also when managing their daily activities.
We're living in scary times. COVID-19 is nothing to take lightly, and we need to ensure our collective safety and well-being. However, that doesn't mean companies need to stop altogether. Who knows? Maybe this will be an excellent opportunity for companies to become more digital and implement work-life balance policies that were postponed until now.
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