There are two camps in this world. One filled with business owners fighting to compete and get at least 10% of revenues to stick to the wall, and the other filled with non-business owners. If a customer is also a business owner, you’re lucky because they “understand”. But most people aren’t, and they do not care that VOIP makes it possible for your business to operate. They just want to talk to someone. They have specific questions, issues and concerns that are not answered with the content “on the website”. Offer clients the chance to be assigned a customer service representative.

  • The same person: When clients call in with a problem, it often is NOT solved in one phone call. They may call and a technician “does something” and thinks the issue is resolved. But lo and behold, it’s not, and the customer calls back only to tell the same details again to a different technician. The same routine over and over is frustrating. Allow an option for issues to be “assigned” to a person. This way, the customer does not have to reinvent the wheel if and when they call back for more help.
  • Follow up email and call: It is totally awesome when the same human being who helped you calls a few days later to see how things are going. Clients feel like they have a connection to the company; someone they can call in the future. It provides customers with a sense of control; that they know they can call So-and-So if the need help.

Remember that most people have no idea about bottom lines or efficiency. They just want to get what they need and feel like they have a place to go if they need help. Both of these needs can be filled by assigning someone to each client. Provide this option in your VOIP message.